Starting March 9th, Cisco is introducing an update to the Return Materials Authorization (RMA) creation process to improve your experience with Advance Hardware Replacement Services.
Premium 2- and 4-hours Hardware Replacement Services
Cisco's RMA creation tool (Product Returns and Replacements or PRR) will feature enhanced and guiding messaging to improve delivery expectations for 2-hour and 4-hour RMAs. The messaging will appear in PRR when discrepancies are identified between information provided during RMA creation and the RMA delivery expectation, and where applicable, Cisco will plan the delivery of the replacement parts using commercially reasonable efforts.
The messages will display in the RMA creation process when:
- The Replacement parts are not registered in your contract with Cisco.
- The Replacement parts have a registered delivery address outside of part fulfilment coverage area.
- The Replacement parts require special handling and delivery due to the weight of the part.
- The Delivery address provided differs from the registered delivery address on the contract.
- A scheduling request is two or more days in the future.
Why are we making this change?
To improve your experience with Cisco's Advanced Hardware Replacement Services, it's critical to keep your information accurate and up-to-date. This ensures that replacement parts are stocked and delivered efficiently. If your information is insufficient or outdated at the time of RMA creation, it can disrupt the automated RMA delivery workflow. In such cases, Cisco will make commercially reasonable efforts to fulfill requests from an alternate depot.
When this occurs, it becomes a Planned Delivery instead of the expected 2- or 4-hour delivery. Cisco will communicate the planned delivery schedule at the time of RMA request.
How can you prepare for this change? Please ensure your service contract is updated with accurate install base information at all times. For questions about service agreement management, policy governance, and delivery, see the Useful Information section below or contact your Cisco representative.
Useful Information:
Frequently Asked Questions:
Q: How will I know if this applies to my RMA request?
A: When a Planned Delivery is applicable, the Product Returns & Replacement (PRR) tool for requesting RMAs will feature Planned Delivery messaging to set correct delivery expectations for the RMA.
Q: What are examples for when Commercial Reasonable Efforts will be used to deliver the RMA?
A: The following scenarios will be subject to a Planned Delivery: Go here to view the RMA order status.
- PID or SN is not listed on the contract.
- PID or SN has a registered delivery address outside of the premium depot fulfilment coverage area.
- Delivery address on RMA is not the registered delivery address for the PID or SN requested on the RMA.
- Part requested on the RMA is deemed a heavyweight part and requires special handling.
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: Information on Service Agreements can be found here:
- How Cisco Provides Services
- Services Entitlement Overview
- Cisco Non-entitlement Policy
- Cisco Service Guide
Examples of PRR (RMA request tool) messages, effective March 9th, 2025
Image 1: Example of Planned Delivery message in PRR
Image 2: Example of Planned Delivery RMA Order Confirmation.
