Transcript Cisco Technical Services

How to Use Technical Services
Portfolio Presentation
 This presentation includes a full set of Cisco
Technical Services slides. In some situations
you may want to only show part of this deck
depending on your audience
For small-to mid-sized businesses refer to slide 28
For large businesses refer to slide 29
For service providers refer to slide 30
 View this presentation in slide show mode in order to
link to appropriate services from segment slides
 Please read the speaker notes for Smart Care on slides
28 & 37
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© 2009 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
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Cisco Services
Technical Services
Portfolio Overview
Speaker Name
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© 2009 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
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Cisco Technical Services
Keep your business
running at peak
performance 24x7
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© 2009 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
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Industry Leading Support
Technical Services Proactively Maintain
Network Health and Operations
 Today, the network must work…no matter what
 Your success depends on the ability to communicate,
collaborate, and innovate in real time
 In today’s economy, you need support and services that
lower operating costs
 Smart proactive and predictive services resolve issues
faster and increase network uptime
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Cisco Technical Services
Contents
 Lifecycle Approach
 Business Benefits
 Why Cisco Technical Services
 More Protection Than Warranty
 Industry Recognition
 Smart Service Capabilities
 Technical Services Portfolio
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Meeting the Challenge
A Lifecycle Approach to Service
Coordinated
Planning and Strategy
Assess Readiness
Design the Solution
Prepare
Plan
Design
Customer
Partner
Cisco
Optimize
Operate
Implement
Operational Excellence
Maintain
Network Health
Implement the Solution
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Business Benefits
Keep Your Business Running In Real Time
Increase network uptime and
operational efficiency
Lower operational costs
Gain critical insight into
network performance
Strengthen IT security and
compliance
Extend the value of your IT
investments
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Why Cisco Technical Services?
Consistently high customer satisfaction ratings
A global organization and community of
partners help you maintain network health
Excellence in service supply chain,
web-based support, and certification
programs
Industry-leading web services (Web 2.0)
and technology-enabled collaboration and
personalization
Award-winning smart services for
proactive network support
Recognized for industry-leading services
innovation and support
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More Protection Than Warranty
Warranty
Service Support Contract
24/7 TAC access
No
Yes
OS updates and upgrades
No
Yes
Application software updates
and upgrades
No
Yes
Online technical resources
No
Yes
Hardware replacement in as
little as 2 hours
No
Yes
Proactive diagnostics and alerts
No
Yes
Renewable contracts
No
Yes
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Cisco Services Industry Recognition
Consistently recognized for industry-leading services innovation and excellence
Best practices in service supply chain, web-based support, and certification programs
Industry Surveys
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© 2009 Cisco Systems, Inc. All rights reserved.
Certifications
Cisco Confidential
Industry Awards
10
“Nobody can match Cisco’s
Technical Services. I measure
all of our vendor’s support
against their standards.”
Michael Takita
Director of IT
Frank, Rimerman & Co. LLP
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Cisco Technical Services
Cisco offers a broad range of
traditional support services and
proactive technical services
Industry-leading support
capabilities are at the core of the
Cisco Technical Services
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Industry-Leading Support Capabilities
Proactive Intelligence - Smart Services
Smart Services infuse capabilities with proactive intelligence
Engineering/
Operations
Specialists
Security
Threat
Mitigation
Remote
Monitoring,
Diagnostics,
Alerts
Application
Software
Updates &
Upgrades
Extended
Performance
Capabilities
OS Software Updates & Upgrades
Advance Hardware Replacement
Foundational
Capabilities
Online Technical Resources
Technical Assistance from TAC
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Proactive Intelligence - Smart Services
Diagnostics and
alerts provide
proactive
intelligence to
strengthen each
service capability
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Smart Services
Diagnostics and alerts provide
proactive intelligence to
strengthen each service capability
Discover
Diagnostics provide insight into network health
Predict
Alerts help enable issue resolution
before network performance degrades
Resolve
Proactive intelligence results in
increased network uptime
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Technical Assistance from TAC
Resolve Issues Quickly
Direct access to Cisco Technical Experts
 Highly-trained network and application
software engineers worldwide
 Computer science/electrical
engineering degrees
 Engineering staff averages 5 years
of industry experience
 CCIE professionals
 Expertise in a broad array of technologies
 24x7 global access by phone, web, or email
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Global Center
Superior Service Worldwide
Regional and Satellite
Center
Globally consistent services
24-Hour Hardware
Replacement coverage
Global Coverage
 Hardware replacement in over 120 countries
 170,000 parts delivered quarterly
 220,000 service requests quarterly
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Online Technical Resources
Increase Productivity
Solve issues with online
resources
Anytime Access to Information
Automated troubleshooting tools
Personalized content and solutions
Collaborative Support Wiki
Over 80% of all network issues solved online
Lower Operating Expenses
Faster issue resolution
Open and track service requests online
Improve Staff Competencies
Extensive technical knowledge library
Certification training information
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Advance Hardware Replacement
Maintain Network Operations
Time-sensitive delivery
of replacement hardware
Globally consistent, remote
and onsite support
Exceptional diagnostic and
part-sparing programs
Coverage in over 120 countries
1000+ fulfillment depots
Flexible replacement options to
meet your support needs
Minimize the risk of potential
network downtime
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OS Software Updates and Upgrades
Maintain the Resiliency of Your Cisco Network
Protect your OS investment
Increase performance of
current features
Add new functionality, often without
additional hardware investment
Enhance availability and stability
of your network and business
applications
Extend the life of Cisco devices
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Application Software Updates and Upgrades
Strengthen the Functionality of Your Cisco Applications
Maintain the stability of your
network and access to critical
business applications
Strengthen availability, functionality,
and reliability of applications
Resolve technical issues faster with
access to application specialists
Build in-house expertise with
access to online resources
Increase application functionality
with major upgrade releases
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Application Support Complements
Hardware Support
OS software support is
separate from application
software support
For complete coverage,
application software
services should be added
to hardware support
Application
Software
Updates &
Upgrades
OS Software
Updates & Upgrades
Application
Software
Support
Services
Hardware
Support
Services
Advance Hardware
Replacement
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Remote Monitoring, Diagnostics and Alerts
Proactively Manage Network Performance and Reliability
Improve uptime and operational reliability
through full service network management
Detect and resolve issues often before
performance is impacted
Gain network visibility through
personalized web portal
Utilize out-tasking approach while
retaining control of your network
Streamline support staffing
Ease advanced technology adoption
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Security Threat Mitigation
Protect Network, Data and Business Continuity
Proactively maintain the integrity of
sensitive information and increase
network uptime with security
intelligence
Identify, monitor, and remediate
security threats
Web-based reporting of
personalized network threat alerts
Receive customized, timely, accurate,
vendor-neutral security intelligence
Get information on the latest security
threats with signature file updates
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Engineering and Operations Specialists
Maintain Business Critical Operations
Receive personalized attention from
experts to solve issues quickly
Priority Response
Expedited access to specialized engineers
Personalized Service
Designated operations manager
Designated engineer with
comprehensive knowledge of your
network
Onsite Experience
SMARTnet onsite field engineer
Onsite hardware replacement
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Cisco Technical
Services Portfolio
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The Right Services to Meet Your Needs
Services Designed for Business Segments
Small and
Medium
Business
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Large
Business
Cisco Confidential
Service
Provider
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Technical Services* for Small and
Medium Business (SMB)
SMB Smart Business Services
 Cisco SMARTnet Service
 Cisco Smart Care Service
 Cisco Smart Foundation Service
Additional Services
 Cisco Services for Integrated Service Routers (ISR)
 Cisco Security IntelliShield Alert Manager Service
 Cisco Software Application Support Services
 SMARTnet Service for Smart Business
Communication Systems (SBCS)
*Select the Service
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Technical Services for Large Businesses
Services Support the Following Technologies
Large Business
 Data Center
Unified Computing
 Network Management
 Routing and Switching
 Security/Physical Security
 TelePresence
 Video
 Voice and Unified Communications
 Mobility/Wireless
*Select the Service
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Technical Services for Service Providers
Services Support the Following Technologies
Service Provider
 Data Center
Unified Computing
 Linksys One Service Node
 Metro Ethernet
 Network Management
 Routing and Switching
 Security
 TelePresence
 Video
 Voice and Unified Communications
 Wireless (Specifically Mobile Wireless)
*Select ©the
Service
to View Cisco
More
Details
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Confidential
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Cisco Technical Services
Purchase and Support Options
Cisco Services
Collaborative
Services
Partner Services
Purchase direct from
Cisco or partner,
support delivered by
Cisco
Purchase from partner,
support delivered by
partner and Cisco
collaboratively
Purchase from
partner, support
delivered by partner
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Back-Up Slides
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Cisco SMARTnet Service
Anytime access to Cisco engineers and
extensive technical resources for rapid issue
resolution
Customer Profile
Sales and Delivery
Service Capabilities
and Features
Any size business, any
number of Cisco devices
Sold by Cisco and Certified
Partners, delivered by Cisco
Advance hardware
replacement— (NBD, 2-hour,
4-hour and/or onsite engineer)
24 x 7 global access to the
Cisco TAC for help with
configuration, diagnostics,
recommendations
Cisco.com knowledge base
and tools
Smart Call Home proactive
diagnostics and real-time
alerts on select devices
OS software updates
and upgrades
Network is critical to mission
critical
Skilled IT staff who require
direct access to Cisco
engineers and want flexible
device-level coverage
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Cisco SMARTnet for Smart Business
Communication Systems (SBCS)
Anytime access to Cisco engineers for rapid issue
resolution and complete, solutions-level technical
support for Smart Business Communications Systems
Customer Profile
Sales and Delivery
Service Capabilities
and Features
Voice network is mission
critical to business
Sold by Cisco and Certified
Partners, delivered by Cisco
24 x 7 global access to the
Cisco Technical Assistance
Center (TAC) for help with
configuration, diagnostics,
recommendations
Needs responsive support
with device level coverage
that meets budget
requirements
Advance hardware
replacement—(NBD, 2-hour,
4-hour and/or onsite engineer)
Small business up to 48
network users
Application and operating
system software updates and
upgrades
Access to the extensive
Cisco.com knowledge
base and tools
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Cisco Smart Care Service
Technical support combined with proactive
monitoring and assessments keep networks
secure, and running optimally
Customer Profile
Sales and Delivery
Service Capabilities
and Features
Businesses with 50–600
network users and up to 105
devices*
Sold Certified Partners,
delivered collaboratively by
Cisco and partners
Proactive network-wide
monitoring, assessments,
and notifications
Advance hardware
replacement—NBD or 4
hour option
Network is critical to business
Limited IT expertise; wants
network-level coverage
24 x 7 partner access to TAC
Cisco.com knowledge base
and Smart Care Portal
Operating system software
updates and upgrades
Software application
updates
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Cisco Smart Foundation Service
Maintain network reliability and minimize disruption
to business with entry-level technical support
service
Customer Profile
Sales and Delivery
Service Capabilities
and Features
Businesses with data only
networks, SMB-class
products, and fewer than 250
network users (~50 or fewer
network devices)
Sold by Cisco and Certified
Partners, delivered by Cisco
Advance hardware
replacement—NBD
Access to SMB TAC Call-back
service during normal
business hours (8am–5 pm)
Network is important, but not
mission critical to business
Response within one business
day (varies per region)
Needs responsive support
with device level coverage
that meets budget
requirements
Cisco.com SMB
knowledge base
Online network
troubleshooting tools
designed for SMBs
Operating system
software updates
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Cisco Software Application Support (SAS)
Plus Upgrades (SASU)
Strengthen availability, functionality and reliability of
Cisco software applications with updates and upgrades
combined with access to Cisco software application
specialists
Customer Profile
Sales and Delivery
Service Capabilities
and Features
Any size business, any
number of Cisco devices
Sold by Cisco and Certified
Partners, delivered by Cisco
Registered access to
Cisco.com
24 x 7 x 365 access to Cisco
Technical Assistance Center
(TAC)
Network is critical to
mission critical
Needs responsive support
Application software updates
Application software
upgrades (SASU only)
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Cisco Focused Technical Support Services
Expedite issue resolution with priority handling of
network operations issues from designated Cisco
team of network experts who have comprehensive
knowledge of your network
Customer Profile
Sales and Delivery
Service Capabilities
and Features
Network is mission critical to
business
Sold by Cisco, delivered
by Cisco
High-Touch Operations
Management Service
Customer has own IT staff for
day to day support but wants
Cisco experts to focus on
rapid issue resolution
Designated Operations Manager
responsible for case management,
regular conference calls, data
analysis, instructional sessions,
major customer event notification
(8x5)
High-Touch Technical
Support Service
24 x 7 priority access to Cisco
specialized technical support team
High-Touch Engineering
Service
Designated engineer provides
network level problem
resolution (8x5), problem
root-cause analysis,
and software referrals
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Cisco Security IntelliShield
Alert Manager Service
Easily access and receive timely, vendor-neutral
intelligence about potential threats and
vulnerabilities in your environment
Customer Profile
Sales and Delivery
Service Capabilities
and Features
Network is mission critical
to business
Sold by Cisco and Certified
Partners, delivered by Cisco
Updates on threats and
vulnerabilities that may impact
network enabling devices,
software, or IT infrastructure
Needs proactive support for
a more secure network
Built-in tools to proactively
manage intelligence within
organizations
Configurable portal with
flexible service packages
Detailed information; historical
coverage of approximately
10,000 alerts
Correlation of Cisco
IPS signatures
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Cisco Remote Management Services
Expedite issue resolution with priority handling of
network operations issues from designated Cisco
team of network experts who have comprehensive
knowledge of your network
Customer Profile
Sales and Delivery
Service Capabilities
and Features
Medium to large enterprises
that want system-level
management
Sold by Cisco, delivered
by Cisco
Global network operations
centers provide day-to-day
network management
Available for Unified
Communications,
TelePresence, Data Center,
Contact Center, DMS,
Security, and Foundation
Technology
Network is critical to business
Limited IT resources/Needs
assistance with operating
network
Incident Management
Configuration Management
Problem Management
Release Management
Change Management
Security Admin
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Cisco Services for Integrated
Service Routers (ISR)
Integrated Service Router (ISR) bundles take
advantage of ISR features such as tightly integrated
voice applications and wire-speed performance
Customer Profile
Sales and Delivery
Service Capabilities
and Features
Voice network is mission
critical to business
Sold by Cisco and Certified
Partners, delivered by Cisco
All the components of Cisco
SMARTnet
All the components of SASU
for voice applications
Needs responsive support
with device level and
application coverage
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Cisco Services for Intrusion
Prevention Systems (IPS)
Get up-to-date security intelligence, signature file
updates, and comprehensive support for your
Cisco IPS
Customer Profile
Sales and Delivery
Service Capabilities
and Features
Network is mission critical to
business
Sold by Cisco and Certified
Partners, delivered by Cisco
and partners
Advance hardware
replacement—(NBD, 2-hour,
4-hour, onsite)
Customer has own IT staff for
day to day support but wants
Cisco experts to focus on
rapid issue resolution
24 x 7 direct customer access
to Cisco Engineers at the TAC
Cisco.com knowledge base
and tools
Operating system and
application software updates
and upgrades
Signature file updates
IPS Search Access
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Cisco TelePresence Essential
and Select Operate Service
Get system level support to deliver a seamless
experience across the Cisco TelePresence System,
providing high availability, reliability and operational
efficiency
Customer Profile
Sales and Delivery
Service Capabilities
and Features
Real-time, face-to-face virtual
meetings are critical to
business
Sold by Cisco and Certified
Partners, delivered by Cisco
Essential Operate Service
Anytime access to highly trained
professionals
Optional onsite technician for hardware
replacement
Needs highly responsive full
support
Application software updates
Registered access to Cisco.com
knowledge base
Advance hardware replacement: NBD,
8x5x4, and 24x7x4
Select Operate Service
Remote Management maximizes solution
availability
Expert Incident Management
Utilization and Management Reporting
Configuration and Change Mgmt
Minor Software Upgrades
End User Help Desk
(Concierge)
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Cisco Unified Communications
Essential Operate Service
Maintain the high availability, security, and
operational efficiency of your Cisco Unified
Communications network
Customer Profile
Sales and Delivery
Service Capabilities
and Features
Any size business deploying
Cisco Unified Communications
that wants to promote greater
operational reliability
Sold by Cisco and Certified
Partners, delivered by Cisco
and partners
24 x 7 direct customer access
to Cisco Engineers at the TAC
Cisco.com knowledge base
and tools
Software Application Support
and Minor Updates
(Cisco SMARTnet Service can
be purchased separately for
hardware and OS support)
Upgrade
Major upgrades require both
Essential Operate and Unified
Communications Software
Subscriptions
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Cisco Unified Communications
Software Subscription
Enhance your communications system and increase
business value with an economical and timely approach
to upgrade to the latest Cisco UC software applications
Customer Profile
Sales and Delivery
Service Capabilities
and Features
Any size business deploying
Cisco Unified Communications
that wants to promote greater
operational reliability
This is a product not a
service. To receive service
for your Cisco Unified
Communications system, see
Cisco UC Essential Operate
Service
Major software version
upgrades of various Cisco
Unified Communications
products
1-, 2-, or 3-year subscription
Requires the purchase of
Cisco UC Essential Operate
Service
Must be purchased within 90
days of an initial system
purchase
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Cisco SP Base Service
Cisco SP Base support, offered specifically for service
providers, offers the first step in providing the support
needed to keep production networks up and running
Customer Profile
Sales and Delivery
Service Capabilities
and Features
Service Providers who have
a production network that
delivers services to their
customers
Sold by Cisco, delivered
by Cisco
Registered access to
Cisco.com
Access to Cisco TAC
Cisco OS Software updates
Network is mission critical
to business
Advance hardware
replacement (option)
Needs responsive support
with device level coverage
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Onsite field engineer (option)
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Technical Services for Large Business
 Cisco SMARTnet Service (Hardware and OS) and Cisco SMARTnet Onsite Service
Resolve mission-critical issues quickly with expert response from Cisco engineers. Increase operational
efficiency with proactive diagnostics and notification on select Cisco devices. In addition to the benefits of Cisco
SMARTnet Service, get the added assurance of an onsite field engineer to install replacement parts on location
and to help ensure the network operates at the highest levels
 Cisco Software Application Support (SAS) Service
Strengthen the availability, functionality and reliability of Cisco software applications with continuous updates
and access to Cisco software application specialists
 Cisco Software Application Support plus Upgrades (SASU) Service
Increase application functionality with major upgrade releases in addition to regular updates and access to
Cisco software application specialists
 Cisco Focused Technical Support Services
Receive priority handling of network operations issues from a designated Cisco team of industry leading
network experts who manage, analyze and expedite issue resolution, to maintain your network so that it is
primed to evolve quickly and keep pace with your critical business demands. SMARTnet is a prerequisite
 Cisco Foundation Technology Remote Management Services
Cost effective day-to-day management of your network infrastructure with proactive monitoring, problem
isolation and resolution, and repair oversight
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Technical Services for Large Business
Routing and Switching
 Cisco SMARTnet Service (Hardware and OS) and Cisco SMARTnet Onsite Service
Resolve mission-critical issues quickly with expert response from Cisco engineers. Increase operational
efficiency with proactive diagnostics and notification on select Cisco devices. In addition to the benefits of Cisco
SMARTnet Service, get the added assurance of an onsite field engineer to install replacement parts on location
and to help ensure the network operates at the highest levels
 Cisco Software Application Support (SAS) Service
Strengthen the availability, functionality and reliability of Cisco software applications with continuous updates
and access to Cisco software application specialists
 Cisco Software Application Support plus Upgrades (SASU) Service
Increase application functionality with major upgrade releases in addition to regular updates and access to
Cisco software application specialists
 Cisco Focused Technical Support Services
Receive priority handling of network operations issues from a designated Cisco team of industry leading
network experts who manage, analyze and expedite issue resolution, to maintain your network so that it is
primed to evolve quickly and keep pace with your critical business demands. SMARTnet is a prerequisite
 Cisco Foundation Technology Remote Management Services
Cost effective day-to-day management of your network infrastructure with proactive monitoring, problem
isolation and resolution, and repair oversight
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Technical Services for Service Provider
 Cisco SMARTnet Service (Hardware and OS)/Cisco SMARTnet Onsite Service
Resolve mission-critical issues quickly with expert response from Cisco engineers. Increase
operational efficiency with proactive diagnostics and notification on select Cisco devices.
In addition to the benefits of Cisco SMARTnet service, get the added assurance of an
onsite field engineer to install replacement parts on location and to help ensure the
network operates at the highest levels.
 Cisco SP Base Service
Receive the support you need as a Service Provider (SP), to keep your production
network up and running. SP Base Onsite is also available.
 Cisco Software Application Support (SAS) Service/SASU
Strengthen the availability, functionality and reliability of Cisco software applications with
continuous updates and access to Cisco software application specialists. Option for
major upgrade releases (SASU).
 Cisco Focused Technical Support Services
Receive priority handling of network operations issues from a designated Cisco team of
industry leading network experts who manage, analyze and expedite issue resolution,
to maintain your network so that it is primed to evolve quickly and keep pace wit your critical business
demands. SMARTnet or SP Base is a prerequisite.
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Cisco Unified Communications Services
 Cisco SMARTnet Service (Hardware and OS)
(Hardware and OS) Resolve mission-critical issues quickly with expert response from
Cisco engineers. Increase operational efficiency with proactive diagnostics and
notification on select Cisco devices.
 Cisco Unified Communications Essential Operate Service (ESW)
Maintain the high availability, security, and operational efficiency of your
Cisco Unified Communications network applications.
 Cisco Unified Communications Software Subscription
Enhance your communications system and increase business value with
an economical, timely approach to upgrading to the latest Cisco technology.
(software product only, support not included).
 Cisco Services for Integrated Service Routers
Device level support includes application coverage for integrated service
router (ISR) bundles to take advantage of tightly integrated voice
applications and wire-speed performance.
 Cisco Unified Communications Remote Management Services
Comprehensive managed service solution that provides monitoring, issue resolution,
and 24-hour management of converged network infrastructure.
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Cisco Unified Computing Services
 Unified Computing Warranty Plus
Offers flexible advanced parts replacement coverage, including an option for around-the-clock onsite parts
replacement in as little as two hours. You can access Cisco support professionals anytime to determine if a
hardware RMA is required. Includes BIOS and driver updates and Unified Computing Server Manager (UCSM)
software updates and upgrades.
 Unified Computing Support Service
Expert technical support for entire Cisco Unified Computing System, including triage for hardware and software
integration issues. You get proactive diagnostics, real-time alerts, and around-the-clock access to Cisco’s
award-winning TAC from anywhere in the world. Includes flexible hardware replacement options, ongoing
updates of Cisco software, and access to online technical resources to help you maintain optimal efficiency and
uptime of your Unified Computing System. If you purchase your server operating system or virtualization
software from Cisco, you get 24-hour support for that third party software as well.
 Unified Computing Mission-Critical Support Service
Includes everything in the Unified Computing Support Service plus an assigned technical account manager to
provide a single point of contact for all your support issues and direct access to high-level Cisco TAC
engineers. You also have the option of bringing a field engineer onsite to help you proactively address potential
issues.
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Cisco Technical Services for Security
 Cisco SMARTnet Service (Hardware and OS)/Cisco SMARTnet Onsite Service
(Prerequisite for Cisco Security Services)
For hardware and OS support on your security products other than IPS solutions. Resolve mission-critical
issues quickly with expert response from Cisco engineers. Increase operational efficiency with proactive
diagnostics and notification on select Cisco devices. In addition to the benefits of Cisco SMARTnet Service,
get the added assurance of an onsite field engineer to install replacement parts on location and to help
ensure the network operates at the highest levels.
 Cisco Security IntelliShield Alert Manager Service
Easily access and receive customized, timely, accurate, vendor-neutral security intelligence without
time consuming research to prevent, mitigate, and help quickly remediate potential IT attacks.
 Cisco Services for Intrusion Prevention Systems
Keep your Cisco IPS solution current on the latest threats with timely information, signature file updates, and
comprehensive support so malicious or damaging traffic is accurately identified, classified, and stopped.
 Cisco IPS Signature Management Service (US and Canada Only)
Manage a rapidly changing security environment with remote release management
and remote signature tuning of your Cisco IPS.
 Cisco Security Remote Management Services
Cost-effectively manage security across your entire network by monitoring and managing
access control, intrusion prevention systems, and your virtual private network infrastructure.
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Cisco TelePresence Services
 Cisco TelePresence Essential Operate Service
Maintain the high availability, security, and operational efficiency of your
Cisco TelePresence solution with system level support.
 Select Operate is the Remote Management Service for TelePresence
Ensure the high availability, security, and operational efficiency of your
Cisco TelePresence solution with proactive system level monitoring, incident,
configuration and change management with utilization and management reporting.
Single point of contact for everyday issues via optional Remote Assistance Service.
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