Services Guide
Technical Services
Delivery
Cisco Confidential - For Cisco Internal and Partner Use Only
Technical Services Delivery
Guide for Partners
Content
2
Cisco Confidential - For Cisco Internal and Partner Use Only
In This Services Guide…
Page
Introduction and How to Use this Guide
3
The Cisco Technical Services Organization
Customer Interaction Network
Planning, Design and Implementation Help Desk
Technical Assistance Center
Cisco Support Website
Service Supply Chain Delivery Customer Assurance
Product and Supportability Engineering 4
4
5
6
6
6
7
7
Managing a Service Request from Issue to Close
Opening a Service Request
Verifying Entitlement
Assigning a Severity Level Initial Contact with a Customer
Service Request Escalation
Customer or Partner Driven Escalation
Communicating Updates to the Customer or Partner
Closing the Service Request
8
8
8
9
10
11
11
12
12
Deploying Parts and Services as Part of the Service Request
The Role of Service Supply Chain Delivery
Service Levels Available to the Customer
Depot Stocking Process and Parts
Fulfilment by Original Equipment Manufacturers Dead on Arrival Process
13
13
14
14
15
15
How Customers and Partners Can Make the Most of the Cisco Support Website for Tools and
Resources
Download Software Tool
Software Advisor
Bug Toolkit
Output Interpreter
Training
Communities
Cisco Technical Support Newsletter
Industry Awards
17
17
17
17
18
18
18
18
19
Further Information
20
Services Guide
Introduction and
How to Use this Guide
This guide has been designed for Cisco® partners to enhance their knowledge
about the Technical Services organization and how it delivers support, including what
customers can expect when they are sold a Technical Services contract.
This guide is divided into four sections:
• The Cisco Technical Services Organization
• Managing a Service Request from Issue to Close
• Deploying Parts and Services as Part of the Service Request
• How Customers and Partners Can Make the Most of the Cisco Support
Website for Tools and Resources
Cisco Confidential - For Cisco Internal and Partner Use Only
3
The Cisco Technical
Services Organization
The Technical Services organization is made up of several teams who work
transparently together to provide end-to-end support to customers and partners
(Figure 1). In this section we will look at the responsibilities of the individual teams and
the part they play in the wider process.
Legend
Blue
TS Functions visible to
customers and partners
Grey
TS Functions with which
customers and partners do
not directly interact
PSE
TAC Service
Request Tool
PDI
Help
Desk
Business Units
and/or
Manufacturing
Product
Improvement
Cisco
Support
Website
Customer
Paths
Online Technical
Resources
Cisco
Live
SSCD
(Service
Logistics)
TAC
Toll free
numbers
Customer
Assurance
CIN
tac@cisco.com
Live Customer
Contact
Figure 1 The Technical Services Delivery Process
Live Engineer
Support
Service
Request
Closed
Parts and Field
Services
Exception or
Critical Account
Support
Customer Interaction Network
The Customer Interaction Network (CIN) is one gateway to Cisco Technical Support.
This function helps Technical Services provide a globally consistent interaction
experience for Cisco “entitled” customers, partners, and employees with effective firstcontact problem resolution or efficient second-level support.
If the issue is administrative in nature, Customer Interaction Network agents will resolve
the customer’s issue, or forward the issue to the appropriate Cisco team for resolution.
If the issue is technical in nature, agents verify that the customer is entitled (using the
correct Service Contract) to technical support, and will forward a service request to
the Cisco TAC for resolution.
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Services Guide
The Customer Interaction Network is also responsible for the special handling of
customers Cisco has inherited as a result of acquisition. During the acquisition
integration period, the agent will work with the customer to assist in continuance of
service. In some cases, this will involve granting entitlement to technical support.
In addition, the Customer Interaction Network is the first point of customer interaction
for customers using Cisco Live, web collaboration, and for calls to Cisco main phone
numbers in the US, Canada, Latin America, and Europe. In those locations, agents
help callers navigate through Cisco’s website and organizational structure to find the
information, people and tools that can best address their needs.
Planning Design and Implementation Help Desk
The Planning, Design and Implementation (PDI) Help Desk addresses the need for
additional support required by Cisco Unified Communications Specialized Partners in
the complex tasks of Planning, Design and Implementation of Unified Communications
and Unified Contact Center solutions.
Qualified Partners have access to a dedicated team of engineers focused on Unified
Communications design and deployment principals and best practices. By working
with partners to address issues in the early stages of Unified Communications
deployments, all parties benefit from a smoother project lifecycle, productivity gains
and a reduction of operational issues once the solution is in production. Customers
will receive higher-quality solutions and increased satisfaction from their voice
implementations and designs.
As the program name indicates, the PDI Help Desk should be contacted for preproduction (Planning, Design or Implementation) issues that are not network or
business impacting. The service is in place to assist Unified Communications
Specialized Partners in bringing customer systems up and into production, so that
customer sign-off can occur. Once customer sign-off is obtained, a Cisco service
contract should be in place and the TAC can then assist with post-production or
operational issues.
Since the support offered by Cisco PDI Help Desk is for pre-production issues and not
operational network outages, 24 x 7 support is not as critical as it is for the Cisco TAC.
PDI Help Desk support is offered during the extended business hours of 7am to 6pm
Monday - Friday in any given time-zone worldwide, and can be obtained by opening a
case online at www.cisco.com/go/pdihelpdesk or calling the CIN.
The PDI Help Desk is a service offering specifically for Cisco’s Partners holding a
qualifying Unified Communications or related ‘Technology Specialization’.
Support from the PDI Help Desk requires that partners hold one or more of the
following specializations:
• Advanced Unified Communications
• Express Unified Communications
• SMB Specialization
• ATP CVP
• ATP Unified Contact Center Enterprise
• ATP Rich Media
• ATP Telepresence
Cisco Confidential - For Cisco Internal and Partner Use Only
5
Technical Assistance Center
Spotlight on TAC Engineers
The Cisco TAC provides customers with access to 24x7 technical expertise by
worldwide teams of highly trained Cisco customer support engineers.
• Located globally, of
which 450+ are
CCIE® professionals
The main responsibilities for TAC engineers are:
• Access to 10,000 field
engineers worldwide
• Creating diagnostic tools for customer self help and rapid Customer Interaction
Network agent reference
• Supported by
3000 development
engineers
• Continuous internal
technical training
and rotation
• Trained in KepnerTregoe analytical
troubleshooting
methodology
• Successful resolution of all customer service requests
• Building and distributing content for the knowledge base to share service
request solutions
• Maintaining state of the art TAC Lab facilities worldwide for testing and replication
of issues
• Working closely with business unit Design Engineers to resolve product
defects (bugs)
• Working with Service Supply Chain Delivery (SSCD) on service requests where
replacement parts or on-site service is required, capturing and providing service
request data to the appropriate Business Unit
• Providing technical content for the Cisco Support Website that TAC engineers, and
anyone who has access to Cisco.com, use as a resource to resolve issues.
Cisco Support Website
With a service contract customers and partners are able to use the award-winning
tools and technical resources available at the Cisco Support Website. This Website
enables customers to resolve their own issues by using some of the same tools and
technical resources as Cisco TAC engineers. The self-service option saves time and
money, allows faster case resolution, and provides lower administrative costs. It also
helps the customer improve productivity by enabling higher network availability and
improving staff competency with technical knowledge transfer. TAC engineers provide
much of the content and use the Cisco Support Website as a resource when providing
phone support.
Depending on the severity level assigned, the CIN might refer customers to the Cisco.
com knowledge base first. More detail about the Cisco Support Website and how
customers can make the most of the available tools and resources is covered in the
final section of this guide.
Service Supply Chain Delivery
Service Supply Chain Delivery (also known as SSCD or service logistics) is
responsible for replacing parts and providing onsite field service for Cisco customers,
services that continually exceed customer expectations for product replacement and
network availability.
SSCD oversees the worldwide supply chain for:
• Service parts
• Field Engineers
• Logistics
• Inventory planning
• Repair
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Services Guide
• Asset recovery
• Vendor-supplier relationships
• And field engineer training and development
This function also supports Shared Support and SMARTspares service contracts as
well as SMARTnet and SMARTnet Onsite services.
The SSCD delivers flexible, responsive parts replacement and onsite field services
that help to enable maximum network uptime and stability for the customer. It has a
network of more than 900 service depots worldwide and thousands of Field Engineers
on call.
Customer Assurance
The Customer Assurance team supports a customer’s ability to absorb current
products and future technologies; providing services that protect customers’
infrastructure investments while positioning them to leverage future industry trends
and direction. The Customer Assurance team helps to ensure that Cisco aims at both
customer satisfaction and industry leadership by ensuring executive level attention,
especially for critical situations. Customer Assurance’s functions are performed
globally and include:
• Crisis response management
• Supporting customer success
• Supporting emerging and advanced technology readiness
• Protecting customer infrastructure through actionable security intelligence and
Intrusion Prevention Systems (IPS) Signatures
In addition, the CA Product Security Incident Response Team (PSIRT) manages the
investigation, resolution and public disclosure of security vulnerability information.
Product and Supportability Engineering
The Product and Support Engineering (PSE) team’s primary areas of responsibility
are capturing and analyzing product and customer experience data that is used to
continuously improve Cisco products, and participating in establishing the readiness
of new products. PSE works with the Business Units using customer experience
information from the Cisco TAC, SSCD, and Customer Assurance to enhance Cisco
products. PSE is also responsible for approving first customer shipment, coordinating
with Customer Assurance on new product special requirements, providing information
for SSCD regarding appropriate stocking requirements and shipping estimates
and driving the Product Supportability Initiative to facilitate continuous product and
solution improvement from symptom to solution.
Cisco Confidential - For Cisco Internal and Partner Use Only
7
Managing a Service Request
from Issue to Close
Opening a Service Request
In order to receive technical support, a customer or partner must first open a service
request (Figure 2). Customers or partners registered on the Cisco.com website can
open a service request by email, phone, or through the online Cisco TAC Service
Request Tool on Cisco.com.
Local TAC Access Number
Cisco TAC Service Request Tool
Routing,
Switching &
Architecture
Wireless
Direct
Security, Network
Management CDN
E-mail
tac@cisco.com
Phone
www.cisco.com/warp/
public/687/Directory/
DirTAC.shtml
Customer Interaction Network (CIN)
•
•
•
•
Svc Request Handling
Service Level Severity
Tech Description
Contact Details
Live
Handoff
E-mail Reply or
Call Back
IP Telephony,
Multiservice Voice,
Voice - Signalling
Development Teams
www.cisco.com/
techsupport/
servicerequest
BB / Access
Optical / ATM
IBM / SAN
Technologies
Figure 2: Opening a Service Request
After the service request has been opened, the process can begin of engaging the
correct teams to push the case toward final resolution. The TAC relies on the CIN team
to handle all incoming telephone and e-mail messages and to answer and dispatch
calls. When an e-mail or call is received by the CIN, the agent verifies entitlement,
opens a service request, then discusses and sets the priority with the customer or
partner. When appropriate, the CIN dispatches service requests to a series of technical
response teams. Either the CIN transfers the caller live over the phone, or the caller will
receive an e-mail reply or a callback.
Verifying Entitlement
Before the service request is passed on to the TAC, entitlement must be verified.
Entitlement is the set of privileges customers and partners receive when purchasing a
Cisco product or service agreement. These privileges determine the guidelines and
boundaries for the services Cisco will provide, such as:
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Services Guide
• Advanced hardware replacement
• Access to the TAC
• Cisco Support Website access
• Software downloads
The Cisco product warranty is standard with product purchase and provides
entitlement for hardware parts replacement. The Product Security Incident Response
Team (PSIRT) and Field Engineering post notices and information that notify customers
of issues that might require some sort of corrective action. To access the PSIRT
Website, click here.
Verifying entitlement is important because Cisco loses approximately four hundred
dollars for every nonentitled service order that is shipped, and premium-level service
orders can be double that cost. After entitlement is verified by using the Cisco.com ID
or contract number, the customer will be handed to a Cisco support engineer to help
resolve the issue.
To help ensure entitlement functionality performs correctly when accessing technical
services online, it is important each Cisco.com user ID is proactively associated with all
of the appropriate service support contracts.
Contact your account team to get the full list of appropriate support contracts. Check
to see which contracts are associated with your profile or request additional contracts
be associated with your profile by clicking here.
For Shared Support and Collaborative Service Partners, there should be no more than
five contracts associated using the process described above. Select the contracts
with the latest expiration date or the contracts that are most likely to be renewed.
After associating up to five contracts using the process described above, you will be
able to dynamically associate the rest of your contracts by using the My Colleagues
Aggregate Tool process.
The My Colleagues Aggregate Tool allows your Cisco Account Team to identify a
tool Administrator who is granted access to proactively associate contracts to Cisco.
com Ids via Bill-To Ids. Instead of associating one contract at a time to a profile, all
contracts associated to a single partner Bill-To number are dynamically associated to
your profile. This dynamic process allows quick and accurate contract associations to
partner Cisco.com user ids.
My Colleagues Tool Granular enables direct customers or partners with more than two
Cisco.com users to manage their contracts and control service abuse by unauthorized
users. This web self help tool provides an interface that lists the users by Cisco.com
ID, name, and location that enables administrators to control access to entitled services
by assigning privileges to Cisco.com user ID’s to specific contracts. The administrator
can add or remove contracts from user profiles of employees at their company.
Assigning a Severity Level
Before the CIN passes the service request on to the TAC for live support if necessary,
the CIN representative will ask the customer to assign a severity level, which will
indicate the urgency of the issue the customer is experiencing:
Severity 1, is used when the customer’s network is “down” or there is a critical
negative effect on their business operations. Because of the serious and urgent nature
of a severity 1 issue, Cisco will commit all necessary resources, around the clock, to
resolve the situation.
Cisco Confidential - For Cisco Internal and Partner Use Only
9
Severity 2, is used when the operation of an existing network is severely degraded, or
significant aspects of the customer’s business operation are negatively affected. In this
case, Cisco will commit full-time resources during normal business hours to resolve
the situation.
Severity 3, is used when operational performance of the customer’s network is
impaired while most business operations remain functional. Because the customer’s
business operations are still functional, Cisco will commit resources during normal
business hours to restore service to satisfactory levels.
Severity 4, is used when the customer requires information or assistance with Cisco
product capabilities, installation, or configuration. Because there is little or no effect on
the customer’s business operations, Cisco will provide assistance as needed.
The severity of the case will determine how the request is resolved. For example if a
customer only needs troubleshooting information or to download tools, that customer
will be directed to the Cisco Support Website, which contains all of the necessary
information (this subject is covered in detail in the final section, “How Customers
and Partners Can Make the Most of the Cisco Support Website for Tools and
Resources”).
Initial Contact with a Customer
Upon accepting a service request, the TAC engineer will thoroughly read the service
request notes to help ensure a clear understanding of the customer’s environment,
the nature of the technical issue and the customer’s requested contact method. Each
service request will have one owner from issue to resolution, but the TAC engineer will
be part of a wider team whose priority is to keep the service request moving through
the troubleshooting phase toward final resolution.
To make sure the customer’s service expectations are being met, it is important that
the TAC engineer notifies the customer of any planned absences and arranges for
another TAC engineer to handle the service request in the engineer’s absence.
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Service Request Escalation
To help ensure minimal negative effect on the customer’s business operations, the
automatic escalation process engages the management hierarchy to help ensure that
the appropriate resources are applied to resolve the service request in an accurate
and timely manner.
The diagram in Figure 3 shows a severity 1 case with network down issues; top priority
notification is issued. This starts with the TAC manager within an hour and is escalated
to the highest management level within 48 hours. Severity 2 cases are escalated to the
TAC manager within four hours and to the highest management level within 96 hours, if
necessary.
Severity 1
Network Down
Severity 2
Severe Impact
1 Hour
TAC Manager
4 Hour
TAC Director
TAC Manager
24 Hour
VP TS (Joe Pinto)
TAC Director
48 Hour
CEO (John Chambers)
VP TS (Joe Pinto)
96 Hour
CEO (John Chambers)
Figure 3: Service Request Escalation – Automatically Driven
Customer or Partner Driven Escalation
The process outlined in Figure 3 shows the escalation process when it is automatically
driven by the severity of the service request. However, customers or partners can
also request additional escalation if they feel they are not getting the required level
of attention in response to a problem. To escalate an issue, contact the Duty Manager,
using the phone number for your region. Specify if you need the TAC Duty Manager or
Logistics Duty Manager. The Duty Manager will assess the problem and, if necessary,
engage the TAC Manager or the TAC Engineer who owns the Service Request.
Additional resources might be assigned, or the Service Request might be reassigned
to another engineer if necessary.
Cisco Confidential - For Cisco Internal and Partner Use Only
11
Communicating Updates to the Customer or Partner
In addition to top quality Technical Services, customers and partners expect timely
communication regarding the progress of their service request. To help ensure
each case originator receives periodic updates, a status is assigned to each service
request. The status can be updated by the TAC engineer or the originator in response
to a change of state or activity. Examples of status include updates to the service
request, working with the design engineer on software defects, and closure of the
service request pending customer or partner approval. The TAC has improved service
request handling and communication by providing periodic service request status
updates that are based on the stated severity level of the service request.
To help ensure accurate communications with the customer or partner, notes on the
service request are necessary, and there are fields to monitor the progress of the
service request, such as:
• Problem description, which provides initial details of the customer environment and
issue
• Action plan, which contains state of the service request
• Handoff notes, which contain a quick summary of updated problem description,
current status, and next steps
• Resolution summary
Accurate service request notes reduce the frequency of service request escalations
as well as provide a consistent framework should escalations or requeues be
necessary. They also provide customers with a time frame to resolution so they can
plan for downtime if necessary.
Closing the Service Request
When closing a service request, the TAC engineer must update it in the system and
communicate the closure to the case originator. It is updated by entering a clear
resolution summary in the service request notes and updating the status to “close
pending.”
The TAC engineer will contact the case originator to discuss the intention of closing
the service request and explain that formal closure requires validation. If the originator
agrees that the technical service issues have been resolved and validates closure
of the service request, the TAC engineer updates the status to closed using the TAC
Service Request Tool.
If the TAC engineer is unable to contact the case originator, the engineer attempts to
contact the originator with the intention of closing the service request three times over
five business days. If there is no response from the case originator, the TAC engineer
will change the status to closed.
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Deploying Parts and
Services as Part of the
Service Request
The Role of Service Supply Chain Delivery
Technical Support SSCD, or Service Logistics order management helps ensure the
deployment of parts and field services within the customer or partner’s contracted
terms. The process begins when the customer or partner seeks technical support
through the Cisco TAC. In response to parts replacement or field service requirements,
the TAC generates a Service Order (formerly known as a RMA) to SSCD requesting
deployment of parts replacement or field engineer services to the customer or
partner site.
Contractual fulfillment for parts and labor begins when the service order is created.
These services are managed by the Technical Support SSCD Order Management
Team. Their role is to help ensure the request is completed by the appropriate
Third-Party Logistics or Third-Party Maintenance vendors and that the services are
delivered within the customer or partner’s contracted terms.
When onsite services have been completed, the customer or partner returns the
defective part to Cisco Asset Recovery team. A service order is required for returning
defective or damaged parts. To help ensure parts are returned, the Cisco Asset
Recovery team sends an e-mail reminder to the customer or partner three days after
the service order is generated, notifying them that the defective or damaged part must
be returned to Cisco. If the defective or damaged product is not returned within 10
business days, the customer or partner is required to pay for that product.
When requiring SSCD or logistics support, the customer can track a service order
using the Status tool and the contact information provided. If it becomes necessary,
the customer can contact the global contact center and request to speak to the SSCD
or the logistics duty manager. For additional information on how to track your service
order, visit the Manage Service Order Page. Service order delivery can be delayed
because of customs or shipment of parts into restricted countries.
Spotlight on Depot
Supply Chain
Management
• Enables global
hardware replacement
and onsite field
engineer support
• Depots are located
worldwide in 120+
countries
• Provide advance part
replacement
• 900+ depots
worldwide
• Deliver 720,000+
parts annually
• Manages $6 billion+ of
hardware investment
Cisco Confidential - For Cisco Internal and Partner Use Only
13
Service Levels Available to the Customer
How quickly a part is dispatched depends on the service levels available from the
service logistics depots. The Service Availability Matrix tool can be used to find out
what service levels are available locally to the customer (Figure 4). There are seven
hardware replacement options from two hour to NBD.
Type
Service
24x7x2
Highest level of service; 2-hour delivery around the clock
24x7x4
4-hour delivery around the clock
8x5x2
2-hour delivery; hardware request must be submitted during regional normal
business hours (09:00-17:00 local time)
8x5x4
4-hour delivery; hardware request must be submitted during regional normal
business hours (09:00-17:00 local time)
NBD
Next Business Day delivery of hardware request submitted before cutoff time
SDS
Same-Day Ship of hardware request submitted before local cut-off time
RTF 10/15
Return to Factory; Cisco ships part to customer 10/15 days after receiving the
failed part from the customer
Figure 4 Service Level Options
Depot Stocking Process and Parts
The depot stocking process determines parts allocation required for service
replacement part stocking in Cisco depots. All stocking processes are automated and
driven systematically by contract and usage data, with information refreshed daily, 365
days a year.
In this process, the partner’s equipment listing and site information from their contract
is entered in the Cisco contract system. It is important this contract information is
entered correctly to help ensure proper stocking. Each night, the logistics system
synchronizes with the contract database and analyzes the contract data to determine
stocking requirements. Contract management is provided by the Cisco Service
Contract Center. Service Plans from Product Data Teams support provision when new
products are rolled out or there are service parts issues. The logistics system then
generates orders for the depot replenishment. The parts are either pulled from stock
or are requested as new buy. Orders generally ship the day following the receipt of the
request.
Spares are stocked in the depots based on three categories of replacement parts —
field replaceable units, expendable field replaceable units, and non-field replaceable
units.
Field replaceable units, or FRUs, comprise 98% of all replaceable items and refer to
any component or sub-assembly listed in the Master Service Agreement. They’re
subject to size and weight limitations that determine if they can be reasonably
replaced at a customer or partner location. FRUs are replaceable by a single person,
require no special tools or test equipment to install, and have a weight limitation that in
some countries or situations may be as low as 22 kilograms.
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Expendable FRUs are disposable items such as cables, filters, power cords, mounting
and installation hardware, and so on, and these are stocked at the Distribution Centers.
Non-field replaceable units are extra large and heavy weight items, such as chassis
and card cages. These are generally parts that require more than one person to
deliver and replace. Also included in this category are a limited number of rarely
requested parts, such as those with long mean time between failure.
Fulfilment by Original Equipment Manufacturers
Original Equipment Manufacturer (or OEM) Product Support is specific to Media
Convergence Servers and IP phones.
Cisco works with various OEMs to manufacture and ship Cisco-branded servers and
appliances based on the OEM’s standard models. To ensure customer satisfaction,
Cisco works with the OEMs to provide hardware technical support and logistics
delivery for parts and Field Engineers (or FEs.)
When a customer or partner has a technical issue with an OEM part, the Cisco
TAC takes the initial call from the partner and contacts the OEM partner once it’s
determined there is a hardware problem. The OEM partner works with the TAC and/or
the partner to troubleshoot the issue, identify the cause, and determine the appropriate
hardware resolution. Based on a partner’s entitlement with Cisco, the OEM partner will
provide the same type of support for the defective parts. Once the issue is resolved,
the OEM closes the service request with Cisco and the TAC closes the service request
with the customer or partner.
Cisco’s OEM service providers are available to the TAC 24 hours a day, seven days a
week, 365 days a year. They provide next business day, four-hour, onsite, and part-only
support. OEMs provide service first on products in OEM-supported countries.
It is important to note that:
• Contracts must be correctly updated with correct install locations and serial
numbers.
• The OEM TAC provides Level 1 and 2 support.
•
Countries not supported by OEMs are supported entirely by the Cisco TAC and
Cisco logistics.
Dead on Arrival Process
Dead On Arrival (or DOA) refers to the operational state of a Cisco product at the time
it is received by a customer or partner. When a product is received DOA, the customer
must contact Cisco or their partner to request shipment of a new part. This is known as
the fulfillment process. It is important to note if the product was purchased through a
Cisco Confidential - For Cisco Internal and Partner Use Only
15
distributor or reseller, the DOA must be processed by the partner. Further information
on the DOA process is located here. There are two fulfillment processes for DOA
products.
Dead on Arrival Manufacturing is a Cisco manufacturing fulfillment process for newly
purchased equipment that experiences a functional failure during initial power-on,
installation, or self-test.
DOA-Manufacturing replacement has the following requirements:
• A TAC service request must be opened in order to generate and track a DOAManufacturing request.
• TAC was able to troubleshoot the issue with the customer or partner, and their
diagnosis requires that a part (or parts) needs to be replaced.
• TAC must be able to confirm that the functional failure of the hardware occurred
during the first power-on, initial use, or boot-up of the equipment. This determines
whether or not the unit is a DOA.
• The customer or partner must provide the original sales purchase order or serial
number of the part (or parts) in question.
•
If the product was purchased through a distributor or reseller, the DOA must be
processed by the distributor or reseller.
Dead On Arrival Service is applicable when a service replacement part is sent to a
customer or partner via a Return Material Authorization, but that part is not working
properly (for example, it will not boot, is missing a heat-sink, etc.) In this case, the part is
replaced with another service replacement part.
DOA-Service replacement has the following requirements:
• Service parts must have recently been shipped and not worked upon install.
• A TAC service request must be opened.
• If the previous service request number has not been closed, there is no need to
open another service request.
• TAC diagnosis requires parts replacement.
• TAC confirms functional failure occurred during first power-on, initial use, or boot up.
• Customer or partner must provide the serial number of the defective part.
There are a number of situations that do not qualify for DOA fulfillment.
• Items delivered to the customer or partner with damaged packaging
• Items that are opened and have visual defects such as scratches, dents, and cracks
• Under shipments where a customer or partner received less than the number of
products ordered or required
• Mis-shipments, where the customer or partner didn’t receive the product they
ordered.
• Products purchased from a reseller or distributor when the customer or partner
expected “New” product must be processed through the distributor or reseller.
• Upgrades and trade-ins must be handled through proper channels.
• Field notices and recalls have separate processes
• Swap outs and exchanges are not replaced with like-for-like parts, and therefore are
not DOA issues.
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How Customers and Partners
Can Make the Most of the
Cisco Support Website for
Tools and Resources
The Cisco Support Website offers a variety of features and tools that drive problem
resolution available to customers with a service contract. The knowledge library and
technical documentation offer over 90,000 documents and 13 core tools and utilities
to help solve technical problems. Users can navigate by product or they can use
advanced search tools to locate the information they need.
Users can select and download software, and they can use the available support tools
including the Software Advisor, Bug Toolkit, and Output Interpreter, among others.
Personalized support is available through My Tech Support, and the Small Medium
Business Support Assistant. Users can even open and track the status of service
requests using the Service Request Tool. The Cisco Support Website also provides
access to online communities and training 24 hours a day, seven days a week.
Download Software Tool
Customers or partners can search to find the exact software update, patch or fix
based on their system specifications. After they locate the correct software, they can
download and install it on their system using detailed instructions provided by the
Download Software tool. Entitlement to the Download Software tool is determined
through the contracts that are associated to the customer’s Cisco.com ID. (See User
Access to Cisco Services section above for more information.)
Software Advisor
The Software Advisor determines compatibility and feature information for Cisco
IOS® Software and Cisco Catalyst® operating system software to help customers and
partners determine which software is right for their Cisco hardware. Given a hardware
platform, the Software Advisor can help you identify compatible operating system
software that offers the functionality you need. You can also match your hardware
with the available Cisco software and compare releases to help you select the right
operating system software. After you identify compatible software, you can compare
releases and determine the amount of memory required for the download.
Spotlight on Cisco
Support Website
• 80 percent of all
customer issues are
solved online
• 226,000 customer
issues solved online
every month
• 2+ million unique
visitors per month
• 24 million page views
per month
• 2.8 million software
downloads per month
Bug Toolkit
The Bug Toolkit helps customers and partners troubleshoot a problem or review
known bugs in a software release. The customers or partners can search for bugs
when they know the bug ID, by Cisco IOS Software release version, or for bugs in other
Cisco hardware and software.
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17
Output Interpreter
The Output Interpreter is a useful tool to help analyze the output from commands
to determine what to do next. They can analyze output from show commands, errors,
warnings, and status information. The Output Interpreter includes helpful references
to other sources of information. It analyzes Cisco IOS Software and Cisco Catalyst
switch and secure PIX® firewall software error messages and provides explanations,
recommended actions, and related resources.
Training
Through the Cisco Support Website customers can access training materials
including Technical Support Training Resources and Cisco career certifications
and paths. With the Technical Support Training Resources, customers and
partners can learn how to use the Cisco Support Website to find critical technical
documentation and online tools to help troubleshoot issues, enhance networking skills
and support their networks. By following the Cisco career certifications and paths,
customers and partners will learn how the widely-respected Cisco career certifications
can bring valuable, measurable rewards to network professionals, their managers, and
the organizations that employ them.
Communities
The Networking Professionals Connection (or NetPro) allows customers and
partners to share questions, suggestions and information about networking solutions,
products and technologies in discussion forums, tech talks and “ask-the-expert”
forums.
Cisco Technical Support Newsletter
By subscribing to the Cisco Technical Services Newsletter, see figure 5, customers
and partners receive the latest technical information and tool updates.
Subscribe at: www.cisco.com/techsupport/newsletter
Figure 5: Cisco Technical Services Newsletter (April 2007 Edition)
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Cisco Confidential - For Cisco Internal and Partner Use Only
Services Guide
Industry Awards
Cisco has won a number of industry awards for excellence and best practice in the
delivery of technical services to our customers. Here are some of the recent awards:
Cisco Confidential - For Cisco Internal and Partner Use Only
19
Further Information
For further information about any of the topics covered in this guide please visit
Technical Services on the Cisco Support Website .
There is also a Technical Services Delivery Quick Reference Guide and E-Learning
Program to accompany this guide, which can be accessed through the
Partner Education Connection (PEC).
Americas Headquarters
Cisco Systems, Inc.
170 West Tasman Drive
San Jose, CA 95134-1706
USA
www.cisco.com
Tel: 408 526-4000
800 553-NETS (6387)
Fax: 408 527-0883
Asia Pacific Headquarters
Cisco Systems, Inc.
168 Robinson Road
#28-01 Capital Tower
Singapore 068912
www.cisco.com
Tel: +65 6317 7777
Fax: +65 6317 7799
Europe Headquarters
Cisco Systems International BV
Haarlerbergpark
Haarlerbergweg 13-19
1101 CH Amsterdam
The Netherlands
www-europe.cisco.com
Tel: +31 0 800 020 0791
Fax: +31 0 20 357 1100
Cisco has more than 200 offices worldwide. Addresses, phone numbers, and fax numbers are listed on the Cisco Website at www.cisco.com/go/offices.
©2008 Cisco Systems, Inc. All rights reserved. CCVP, the Cisco logo, and the Cisco Square Bridge logo are trademarks of Cisco Systems, Inc.; Changing the Way We Work, Live, Play, and Learn is a service mark of Cisco
Systems, Inc.; and Access Registrar, Aironet, BPX, Catalyst, CCDA, CCDP, CCIE, CCIP, CCNA, CCNP, CCSP, Cisco, the Cisco Certified Internetwork Expert logo, Cisco IOS, Cisco Press, Cisco Systems, Cisco Systems
Capital, the Cisco Systems logo, Cisco Unity, Enterprise/Solver, EtherChannel, EtherFast, EtherSwitch, Fast Step, Follow Me Browsing, FormShare, GigaDrive, GigaStack, HomeLink, Internet Quotient, IOS, IP/TV, iQ
Expertise, the iQ logo, iQ Net Readiness Scorecard, iQuick Study, LightStream, Linksys, MeetingPlace, MGX, Networking Academy, Network Registrar, Packet, PIX, ProConnect, RateMUX, ScriptShare, SlideCast,
SMARTnet, StackWise, The Fastest Way to Increase Your Internet Quotient, and TransPath are registered trademarks of Cisco Systems, Inc. and/or its affiliates in the United States and certain other countries.
All other trademarks mentioned in this document or Website are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company.
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