Customer Advocacy Policies and Procedures

Purchasing Services from Cisco

Cisco services are available for purchase through your regional Cisco sales office or your local Cisco partner.

The following teams are also available to address specific questions and requests:

**Table 29-16: Customer Advocacy Services**
Service	Group	U.S. & Canada	Rest of World
Maintenance contracts	Service contract sales group	1 800 553-NETS (6387)	408 526-4000
Installations, upgrades, and product inspections	Onsite	1 800 829-2447	408 526-4000
Advance Replacement and Return and Replace	Customer Service	1 800 553-NETS (6387)	408 526-4000
CCIE Testing and Lab	Customer Service	1 800 553-NETS (6387)	408 526-4000

Cisco Problem Prioritization and Escalation Guidelines

To ensure that all problems are reported in a standard format, Cisco has established the following problem priority definitions.

Problem Priority Definitions

Priority 1: An existing network is down or there is a critical impact to the customer`s business operations. Cisco and the customer will commit necessary resources around the clock to resolve the situation.

Priority 2: Operation of an existing network is severely degraded, or significant aspects of the customer`s business operation are being negatively impacted by unacceptable network performance. Cisco and the customer will commit full-time resources during normal business hours to resolve the situation.

Priority 3: Operational performance of the network is impaired while most business operations remain functional. Cisco and the customer are willing to commit resources during normal business hours to restore service to satisfactory levels.

Priority 4: Customer requires information or assistance on Cisco product capabilities, installation, or configuration. There is clearly little or no impact to the customer`s business operation. Cisco and the customer are willing to provide resources during normal business hours to provide information or assistance as requested.

Note Priority 1 problem escalation times are measured in calendar hours, 24 hours per day, seven days per week. Priority 2, 3, and 4 escalation times correspond with local business hours.

Requesting Escalation

If you feel that forward progress or the quality of service is not satisfactory, we encourage you to escalate the problem by asking for the TAC Duty Manager at 800 553-2447 in the U.S. and Canada, 32 2 704 5555 in Europe, 800 805-227 in Australia, 61 2 9935 4107 in the Asia/Pacific region, or 408 526-7209 in all other areas. You can also send an e-mail to tac@cisco.com.

Return Material Authorizations (RMAs)

All material returned to Cisco must be accompanied by an RMA number. This number is necessary to ensure proper tracking and handling of returned material at the factory. Cisco reserves the right to refuse shipments not accompanied by RMA numbers. Refused shipments will be returned to the shipper via collect freight. To obtain an RMA number contact one of the following Cisco Customer Services groups in the U.S. RMA/Service order submit allows online creation and submission of service order request.

Please provide the chassis serial number when requesting an RMA or original PO number.

Advance Replacement parts not received by Cisco within ten (10) working days are subject to invoicing at current list price less the advance replacement price. Arrangements can be made at the time of the Advance Replacement shipment for parts to be held at the customer site for a longer period as mutually agreed. Please notify Customer Service of this requirement when requesting the Advance Replacement.

Parts returned for repair should be accompanied with a description of the hardware failure. For current information on where to send returns to, go to: http://www.cisco.com/rma/help.shtml

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