Starting December 8th, 2024, if 2- and 4-hour requested replacement parts are not registered under a Premium Service-level contract, Cisco will schedule RMA delivery using commercially reasonable efforts.
Why are we making this change?
Accurate service contract data is essential for Cisco to stock and deliver replacement parts under Advanced Hardware Replacement Services. If a part or serial number is not listed on a contract, it breaks automated processing at time of RMA creation due to the data mismatch. Cisco stocks depot locations to meet the service support needs per the contract data we have on record. If the part(s) requested is not on contract, Cisco may fulfill non-entitled requests from an alternate depot, making commercially reasonable efforts to provide Next Business Day delivery.
This becomes a Planned Delivery vs the expected 2- or 4-hour delivery. We will communicate the planned delivery schedule at the time of RMA request.
How can you prepare for this change?
Please review your service contract to ensure it is current. For questions about service agreement management, policy governance, and delivery, see Useful Information below or contact your Cisco representative.
Useful Information:
Frequently Asked Questions:
Q: How will I know if this applies to my RMA request?
Starting December 8th, 2024, the Product Returns & Replacement (PRR) tool for requesting RMAs will feature improved Planned Delivery messaging to set correct expectations for 2- and 4-hour delivery of parts not registered to the contract. The requester will receive the following message in PRR and in the emailed order confirmation:
Q: What are examples for when Commercial Reasonable Efforts will be used to deliver the RMA?
A: As of 8th December 2024, if the Product ID or Serial Number used to create the RMA is not listed on the contract, the entire RMA will default to deliver Next Business Day. Go here to view the RMA order status.
Q: I need to escalate a Planned Delivery RMA.
A: Go here to contact the Logistics Support Center (LSC). For immediate support, please call the respective regional team found on the LSC landing page.
Q: I need to view and update my Service Agreements.
A: If you have purchased directly from Cisco, service agreement information can be updated using the Cisco Commerce Workspace, where you can view service agreement information or request serial number and other data changes.
Access to the Cisco Commerce Workspace requires a registered Cisco.com user ID.
You can also request updates to service agreements by contacting the authorized Cisco reseller from whom you have purchased services.
Alternatively, you can send an email to cs-support@cisco.com to request updates
Q: Where can I check if my product and serial number is covered under a contract?
A: You can check if your device is covered here.
Additional Resources: All information on Service Agreements can be found here:
Examples of PRR (RMA request tool) messages, effective December 8th, 2024
Image 1: Example of Planned Delivery message in PRR :
Image 2: Example of Planned Delivery RMA Order Confirmation:
