Returns Tool. Returns Tool. User Guide for eagent End Customers. The Cisco

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1 Returns Tool The Cisco Returns Tool User Guide for

2 Table of Contents ABOUT THIS GUIDE... 4 RETURNS TOOL AND RETURNS STATUS TOOL... 4 BENEFITS... 4 USING THIS GUIDE... 4 PREREQUISITES... 5 Logging into the Returns & Returns Status Tool... 5 RECOMMENDED FOR BEST PERFORMANCE... 5 Hardware Requirements... 5 Software Requirements... 6 Network Requirements... 6 CHAPTER ONE... 7 ORIENTATION TO THE RETURNS TOOL... 7 CHAPTER OBJECTIVES... 7 DEFINITIONS... 7 ACCESSING THE RETURNS TOOL... 8 UNDERSTANDING THE RETURNS TOOL FUNCTIONALITY... 9 CHAPTER TWO...11 SUBMITTING A RETURN REQUEST CHAPTER OBJECTIVES DEFINITIONS PERFORM A QUERY TO RETURN PRODUCTS IN AN ORDER SELECTING PRODUCTS TO RETURN CONFIRMING A RETURN REQUEST RETURN REQUEST CONFIRMATION CHAPTER THREE...16 ACQUIRING A ROUTED REQUEST CHAPTER OBJECTIVES DEFINITIONS PREREQUISITES ACCESSING A ROUTED REQUEST VIEWING REQUEST DETAILS APPROVING A REQUEST CANCELING THE REQUEST MAKING CHANGES TO THE REQUEST

3 CHAPTER FOUR...21 ACCESSING THE RETURNS STATUS TOOL CHAPTER OBJECTIVES UNDERSTANDING THE RETURNS STATUS TOOL FUNCTIONALITY CHAPTER FIVE...23 VIEWING THE STATUS OF A RETURN REQUEST CHAPTER OBJECTIVES DEFINITIONS CHECKING THE STATUS OF A REQUEST STATUS RESULT SCREEN CHAPTER SIX...28 RECEIVING NOTIFICATIONS CHAPTER OBJECTIVES DEFINITIONS RECEIVING NOTIFICATIONS CHAPTER SEVEN...31 RETURN REQUESTS NOT HANDLED BY THE RETURNS TOOL CHAPTER OBJECTIVES DEFINITIONS SUBMITTING A RETURN REQUEST FOR A MIS-SHIPPED, OVERSHIPPED, FUNCTIONALLY DEFECTIVE, OR DAMAGED DURING SHIPMENT PRODUCT GLOSSARY...33 eagent Returns Tool EC User Guide doc 3

4 About This Guide Returns Tool User Guide The Returns Tool and Returns Status Tool User Guide provides detailed information about the Cisco online return for credit request submission process. It is designed as a reference and instructional guide, covering an overview of the tool, how to submit a request, and how to check its status. Returns Tool and Returns Status Tool The Returns Tool allows you, our customer, to submit online return requests for credit. First you select the product to be returned. This generates a tracking number. The request is then routed within Cisco for approval. If the request is approved, a Return Material Authorization (RMA) number is issued for you to ship the merchandise back to Cisco Systems. Upon receipt, your account is credited. The Returns Status Tool allows you to view the status of return requests online. Information related to the request, such as order number, returned products, and request date, are shown in addition to the real time status of the request. eagent functionality: Partners and end customers participating in the Cisco eagent program may originate return requests using the Returns Tool. The originating party, either the Partner or the End Customer, routes the return request to the second party. A temporary identification code, known as the Routing Request (RR) number, is assigned to the operation during this stage. Requests may be re-routed as needed, and the last party not to make a change to the request has the ability to submit the request. At this juncture, the request receives a tracking number known as Awaiting Authorization (AA) while it is processed by Cisco. Benefits Provides a means for self-sufficiency to manage request for returns. Streamlines the returns process. Visual confirmation of Cisco approval. Real-time status displayed, so no need to call the Cisco Helpline to obtain information. Using This Guide The Returns Tool and Returns Status Tool User Guide contains information about the following topics: Orientation to the Returns Tool Submitting a return request 4

5 Orientation to the Returns Status Tool Checking the status of a return request Receiving notifications Return requests not handled by the Returns Tool Prerequisites Internet, computer, and mouse skills. Returns Tool User Guide Your company must have a signed ICA (Internet Commerce Agreement) with Cisco. The ICA is a contract that sets forth information about doing business with Cisco online through the ordering tool. Cisco.com account with access to Internet Commerce Tools. Your Cisco.com profile matches the order s Bill-To address and customer number. You must log into the Networking Products MarketPlace page to access the Returns Tool and Returns Status Tool functionality. Logging into the Returns & Returns Status Tool 1 Type in your browser website address field. The Networking Products MarketPlace page is displayed. 2 Click the Submit return for credit link to go to the Returns Tool, and the View returns status link to view the Returns Status Tool. Recommended for Best Performance For the best performance when using the Returns Tool, and Returns Status Tool, please follow these suggestions: Hardware Requirements Pentium 166 MHz (minimum), Pentium 200 MHz or higher (recommended) 128 MB RAM TCP/IP protocol installed and configured Monitor and display adapter capable of 256 colors at 800x600 resolution Hardware - Optimal Performance Recommendations Pentium 200 MHz Display adapter capable of 1024x768 resolution 5

6 Software Requirements Windows 95, 98, 2000 or NT o HTML Browser Internet Explorer 4.01 Service Pack 1 or higher Netscape 4.x Internet Explorer 6 and Netscape 6.0 are not currently supported Unix (Solaris) Linux o HTML Browser o HTML Browser Netscape 4.5 or higher Netscape 6.0 is not supported Netscape 4.5 or higher Netscape 6.0 is not supported Software - Optimal Performance Recommendations HTML Browser o Internet Explorer 5.5 o Netscape 4.x Network Requirements 56K Modem connection or higher (sustained bandwidth) Network - Optimal Performance Recommendations 512K LAN connection 6

7 Chapter One Orientation to the Returns Tool Chapter Objectives Learn how to access the Returns Tool and Returns Status Tool. Acquire familiarity with the Returns Tool and Returns Status Tool screens and features. Definitions Cisco.com The Cisco site for product information and online ordering. You must have a user name and password for the Cisco.com site and Internet Commerce Tools. The degree of access and functionality available is dependent on your type of contract. Dead-On-Arrival (DOA) Return A product that fails upon initial power-up. Mis-shipment An order that arrives at its destination with extra, missing, or wrong products. Return for Credit A type of return request that involves ordering errors. The product is then returned to Cisco for credit. Returns Team The group within the Customer Service department at Cisco that oversees return for credit requests. Technical Assistance Center (TAC) The Cisco group that provides product troubleshooting assistance. The TAC plays an integral role in the determination of a product s DOA status. Terms & Conditions Regulations and guidelines regarding the return of products. 7

8 Accessing the Returns Tool Figure A A.1 Type in your browser A.2 Enter your user name and password to log into Cisco.com A-2. Enter your CCO username and password. Figure B B.1 Click Returns for Credit to access the Returns Tool 8

9 Step To Do This 1 Access the Returns Tool 2 Log into Cisco.com Action Required Type in in your browser window (See Figure A.1) Enter your User Name and Password (See Figure A.2) The Returns Tool home page is shown. 3 Access the Returns for Credit page Click on the Returns for Credit button. (See Figure B.1) The Returns for Credit page is shown. Understanding the Returns Tool Functionality The following section gives you a brief overview of the Returns Tool. Figure C C.1 View the status of your return requests C.2 Select to see Cisco s terms and conditions C.3 Access the Help resources for the Returns Tool C.4 Contact your theatre s returns team for help with mis-shipments C.5 Access the form for defective, damaged, or mis-shipped returns 9

10 Reference Functionality C.1 Click on View Returns to access the Returns Status Tool. C.2 Click on Terms & Conditions to read Cisco s guidelines for return requests. C.3 Click on Help to access the help resources for the Returns Tool. C.4 Contact the Returns Team by ing cs-returns@cisco.com regarding a particular request. C.5 Click on click here to contact the Returns Team for defective, damaged, or mis-shipped returns. 10

11 Chapter Two Submitting a Return Request Chapter Objectives Learn how to submit a return request. Learn how to select options. Learn how to enter return notes. Learn how to obtain an Awaiting Authorization (AA) number. Definitions Awaiting Authorization (AA) Number A code given by Cisco to track a return request internally while it is routed for approval. It does not represent an authorization for return. Options Minor line items associated with the major line items. Quantity Available The quantity of products eligible for return. This is the quantity ordered, not submitted. Quantity Ordered This is the total quantity of products ordered. Quantity Submitted Quantity of products already submitted for return. Reason Code Number that represents why a product is being returned to Cisco. Request Date Calendar date the return for credit request is being placed. Return Merchandise Authorization (RMA) Number Order number given by Cisco once a return request is approved. It is used to track the returned product back to Cisco. All packages must display the RMA number. 11

12 Perform a Query to Return Products in an Order The first step in submitting a return request is to access the order information. Figure D D.1 Select the reason for return D.2 Select search type D.3 Enter search criteria D.4 Perform search or clear selections Step To Do This Action Required 1 Choose a reason code Select a reason code from the list (See Figure D.1) 2 Select a search type Select Purchase Order, Sales Order, or Online Order ID. (See Figure D.2) 3 Select an order Enter the order number on the Number field (See Figure D.3) Use the entered Click on Submit (See Figure D.4) information, or The order information is shown. (See Figure E) 4 Clear the current selections Click on Clear Form. The current selections are removed. 12

13 Selecting Products to Return After performing a query, you are prompted to select the products you would like to return. Figure E E.1 (Optional) Click to return the whole order E.2 Enter the quantity you would like to return E.3 (Optional) Show all options in the order or show options per line E.4 Submit the information Step To Do This Action Required Enter the number of products you wish to return on each line. 1 Enter the quantity you want to return Quantity must be equal or less than the quantity allowed. Options tied to the product are automatically returned, if a major line is returned. 2 Return all eligible products 3 View options per line 4 Proceed to next step in the process If a product had been submitted for return on a previous occasion, it s AA or RMA number is displayed, according to its status. (See Figure E.2) Click on the Return Whole Order button. (See Figure E.1) Click on the Show All Options or Show Options button, per line or for the full order. (See Figure E.3) Click on Submit. (See Figure E.4) 13

14 Confirming a Return Request The third step in the process allows you to review the information, and make changes if appropriate. Figure F F.1 Enter routing notes, to be sent to the partner F.2 Enter mandatory notes to process the return request F.3 Click on Edit to make changes F.4 Enter the address for the person who should receive acknowledgment s F.5 Enter the address of the routing contact F.6 Route request to Partner Step To Do This Action Required 1 Enter mandatory notes Type notes in the field. (See Figure F.1) 2 Make changes Click on the Edit button. (See Figure F.2) 3 Confirm acknowledgment contact The requestor s address is the default for this field. If you would like the notice to be sent to a different address, type it into the field. (See Figure F.3) You may enter several addresses, separated by a comma, with no spaces. The tool accepts up to 50 characters in the acknowledgment box. 14

15 4 Add routing notes Enter notes in text box. (See Figure F.4) 5 Specify routing contact Returns Tool User Guide The field defaults to the appropriate partner address, but can be edited to include additional entries, if desired. (See Figure F.5) 6 Route request Click on Route Request. (See Figure F.6) Return Request Confirmation The final step shows the Routed Request number of your return. Figure G G.1 Routed Request number to track your return request Reference Functionality Obtain a Routed Request (RR) request number. The RR number is the 1 return request tracking code used by Cisco before an RMA is issued. 15

16 Chapter T hree Acquiring a Routed Request Chapter Objectives Learn how to acquire a routed request. Understand how to view information submitted by your partner. Enter return notes. Learn how to cancel the request. Learn how to approve and submit the request. Learn how to make changes and re-route the request. Obtain an AA number. Definitions Awaiting Authorization (AA) Number Code given by Cisco to track a return request internally while it is routed for approval. It does not represent an authorization for return. Options Minor line items associated with the major line items. Quantity Available Quantity of products eligible for return, shown per line. (Ordered, not submitted.) Quantity Ordered Total quantity of products ordered, shown per line. Quantity Submitted Quantity of products already submitted for return, shown per line. Reason Code Reason for which the products are being returned to Cisco Systems. Request Date Calendar date in which the request for return is being placed. Return Merchandise Authorization (RMA) Number Order number assigned by Cisco once a return request is approved. It is used to track the returned product back to Cisco. All packages must display the RMA number. Prerequisites You accessed the Returns Tool. You received an notification from the tool stating that your partner has initiated a return request. Alternate: You received an notification stating that your partner has edited a return request that you initiated. 16

17 Accessing a Routed Request In order to proceed with a returns request originated by your partner, you need to access the routed request. Figure H H.1 Enter the routed request number H.2 Enter the key code to access the request H.3 Access the request Step To Do This Action Required 1 Enter the request number Enter the request number in the field. (See Figure H.1) 2 Access the request Type the key code. (See Figure H.2) 3 Access the request Select Acquire Return Request. (See Figure H.3) The Details Page appears. (See Figure I) 17

18 Viewing Request Details At this point the Return Request page appears and you are prompted to make any necessary changes. Figure I I.1 Click Edit to make changes I.2 Click to submit a return request I.3 Click to cancel a return request 18

19 Approving a Request If you agree with the displayed information and do not need to make changes, it s time to approve the request. Figure J Step To Do This 1 Approve the information Action Required Click on Submit. (See Figure I.2) The AA number is displayed onscreen. (See Figure J) Canceling the Request You can cancel the request if you decide not to return the product. Figure K 19

20 Figure L Step To Do This Action Required 1 Select cancellation Click on the Cancel button. (See Figure I.3) Click on Continue. (See Figure J) Finalize 2 cancellation The confirmation is displayed. (See Figure K) Making Changes to the Request Complete the step below to make any changes that may be necessary. Step To Do This 1 Select edit Action Required Click on the Edit button. (See Figure I.1) You are taken to the Details page. The functionality follows the model outlined in Chapter Two. 20

21 Chapter Four Accessing the Returns Status Tool Chapter Objectives Learn how to access the Returns Status Tool. Figure M M.1 Type into your browser M.2 Enter your Cisco.com User Name and Password Step To Do This 1 Access the Returns Status Tool 2 Log into Cisco.com Action Required Type into your browser window. (See Figure M.1) Enter your User Name and Password. (See Figure M.2) 21

22 Understanding the Returns Status Tool Functionality The following is a brief overview of the Return Status Tool s main functionality. Figure N N.1 Access the Returns Status Tool help features N.2 Query type selection field N.3 Search criteria N.4 Select results delivery method N.5 Perform query Reference Functionality I.1 Access the Returns Status Tool help features by clicking the Help I.2 I.3 I.4 button. (See Figure N.1) Select the Type of Query: AA Number, Purchase Order Number, or RMA number. (See Figure N.2) Enter the order number by which to search in the Enter Number field. (See Figure N.3) Select whether you want to Send Results to your screen or . (See Figure N.4) I.5 Perform the query by clicking Submit Query. (See Figure N.5) 22

23 Chapter Five Viewing the Status of a Return Request Chapter Objectives Learn how to view the status of a Return Request. Definitions Approved This status refers to a request that has been approved by the appropriate Cisco personnel. An RMA number will be issued shortly. Date Processed Date on which the return request was entered. Denied This status refers to a request that has been denied. On Hold This status refers to a request that has been placed on hold by the appropriate Cisco personnel. Pending This status refers to a request that has been neither approved nor denied nor placed on hold by the appropriate Cisco personnel. Pending Approval This status refers to a request that has been routed to personnel within Cisco, at least one of whom has yet to approve, deny, or place the request on hold. Checking the Status of a Request Perform a query to view the status of a return request. Figure O O.1 Select the type of query you would like to perform O.2 Enter the number by which you would like to search O.3 Decide where to receive results O.4 Click Submit Query to perform a search 23

24 Step To Do This Select the Type of 1 Query 2 Choose an Order 3 View Items on-screen -or- Have results ed to you Action Required Select Purchase Order Number, AA Number, or RMA Number from the pull down menu. (See Figure O.1) Enter the order number in the Enter Number field. If searching by AA Number, type in AA before the number. (See Figure O.2) Select Screen from the Send Results to pull down menu. Select from the Send Results to pull down menu, and enter your address in the field provided. functionality is enabled only if an RMA has been issued. (See Figure O.3) Click Submit Query. (See Figure O.4) 4 Proceed to next screen Depending on the request status, one of the following screens is displayed. 24

25 Status Result Screen The following page is shown if your return request s status is denied, on hold, pending, approved, or pending approval. Figure P P.1 View the status of your request 25

26 Reference Functionality Displays the status of your request. (See Figure P.1) P.1 o Pending status signifies the request is being handled by the appropriate Cisco approver, but a decision has yet to be made. o Approved status means that the request has been approved, but it has yet to be downloaded into Cisco s ordering database. o Denied status signifies the request has been denied by Cisco. o On-hold means Cisco requires more information before approving your request. You will be contacted by a Cisco representative to ask for the required information. o Pending Approval status signifies more than one Cisco approver is required for your request, and a response has yet to be given. 26

27 Status Result Screen The results screen differs if an RMA has been issued. Figure Q Q.1 Return request status Q.2 If ordering replacement parts view the order status here Q.3 Contact the Cisco Returns Resolutions team Q.4 Track your package through your chosen carrier Step To Do This 1 Obtain RMA status 2 View status of replacement parts order 3 Contact the Returns Team 4 Track your returned merchandise Action Required Look at the Status box (See Figure Q.1) o Open: Some lines have not yet been received o Closed: All lines have been received Click on the Status Agent hyperlink to view the Order Status Tool. (See Figure Q.2) Click on the address cs-returns@cisco.com. (See Figure Q.3) Click on the hyperlinks for Fed-Ex Tracking, DHL Tracking, or UPS Tracking. (See Figure Q.4) 27

28 Chapter Six Receiving Notifications Chapter Objectives Gain familiarity with notifications triggered by the returns process. Definitions Notifications Messages sent to the return requestor during several stages of the process, as noted below. Summary Sent immediately after request submitted. Contains general information on the original order and the request. RMA Acknowledgment Sent once the request is approved and booked by Cisco. Includes the official RMA number, so merchandise can be returned to the specified Cisco location. Denied Return Request Sent if the return request is denied Request Pending Status Sent if the request is still in pending status. Receiving Notifications These notifications are sent to the requestor s address, unless otherwise specified during the online submission process. Cycle Stage Notice Information Included Request Order information, submission date, returns team Summary Submission address. (See Figure R) Request Approved RMA Acknowledgment Order information, RMA number, shipment information, return depot address. (See Figure S) Request Denial Denied Return Order information, denial reason, returns team Request address. (See Figure T) 28

29 Figure R New format: This message is a summary of your on-line RMA request. This RMA has not yet been approved. Do not return any items until you have received an approved RMA number. You should receive a response within 5 days. Request Date: 12-Feb-1999 Reason for Return: Customer ordering error Return Comment: Joe customer Contact Phone #: Contact Fax # and/or joecustomer@customer.com Request Number: AA11111 Order Number: Purchase Order: PO Online Order ID: Invoice To Customer: Ship To Customer: COMPANY ABC 123 MAIN STREET ANYTOWN, USA COMPANY ABC 123 MAIN STREET ANYTOWN, USA Line Number Product Qty Ordered Return Qty Return Value 1 WS-C2926T , Total 31, Please be aware a restocking fee may apply. If this is the case, a Cisco representative will contact you. To check the status of your request, go to Thank you for using Returns Tool! 29

30 Figure S Please View in a non-proportional font, such as MISHAWAKA(Size 9 or 10), MONACO(10), or COURIER(10) Cisco Systems, Inc Zanker Road San Jose, CA NETS - Domestic International Fax: R M A A c k n o w l e d g m e n t Purchase Order #: 20-P RMA #: Reference #: Materials due to return by: SHIP TO Name & Address AA Jul-2000 BILL TO Name & Address Product Qty. Return Reason =================== ==== ======================================= CP-12SP+ 3 Return Only with Credit CP-PWR-NA 3 Return Only with Credit PLEASE WRITE THE RMA NUMBER CLEARLY ON THE OUTSIDE OF ALL PACKAGES AND RETURN TO THE ADDRESS BELOW. FAILURE TO WRITE THE RMA NUMBER MAY RESULT IN PROCESSING DELAYS. Figure T Your request number for an RMA has been denied for the following reason: REASON CHOSEN BY APPROVER If you'd like more information regarding this request, please send an to [1st approver from order's id@cisco.com] or [Account Manager from order's id@cisco.com]. Please include the AA number and a contact name and telephone number where you can be reached. Please copy THEATRE-SPECIFIC ALIAS on the request . Thank you for using Returns Tool! 30

31 Chapter Seven Return Requests Not Handled by the Returns Tool Chapter Objectives Learn how to process returns for the following types: mis-shipments, overshipments, shipment damages, or functionally defective products, not handled by the Returns Tool. Identify the template and its properties. Definitions Dead-On-Arrival (DOA) Return Product that fails upon initial power-up. Defective Product Product fails to operate within warranty period. Mis-shipment Order that arrives at customer site with extra, missing, or wrong products. Over-shipment Order that arrives with a larger quantity of products than originally ordered. Submitting a Return Request for a Mis-shipped, Overshipped, Functionally Defective, or Damaged during Shipment Product You may submit a return request for a type not supported by the Returns Tool by using the online template. Figure U U.1 Download the template U.2 the template to the appropriate returns team 31

32 Step To Do This 1 Obtain template 2 Submit template Action Required Click on here to download the text file template. (See Figure U.1) The template is shown on the page. (See Figure Q) the template to the appropriate Returns Team. (See Figure U.2) Figure V RMA for Credit Request Template (Note: To complete this template, please copy, paste and save the text below as a text file on your desktop) *Required for Prompt Processing (please complete one template per Sales Order/PO and mail to the appropriate alias from the list below): cs-returns@cisco.com for the United States, Asia/Pacific, Canada, and Latin America emea-returns@cisco.com for Europe, the Middle East, and Africa oz-rma@cisco.com for Australia and New Zealand rma-jpn@cisco.com for Japan Company Name: Contact Name: Contact Phone #: Contact Original Sales order # and/or PO#: Has shipment been opened and or used: (YES or NO) Return Request Amount: $ Return Reason: - Misshipment (received incorrect equipment)? SN: Yes No If yes, what part was received in error? Qty What part needs to be replaced? Qty - Short shipment (missing part/documents)? Yes No If yes, your request will be forwarded to the proper Regional CSS for a Replacement order - Technical Damage/Defect (won't boot up, light not working)? Yes No If yes, please contact TAC at tac@cisco.com for assistance - Shipment Damage (box/equipment damaged)? Yes No If yes, please submit a claim through your shipping carrier for credit on the damaged goods (submit a new PO to replace the damaged goods) Other (please explain in detail): 32

33 Glossary Approved Status This status refers to a request that has been approved by the appropriate Cisco personnel. An RMA number will be issued shortly. Awaiting Authorization (AA) Number Code given by Cisco to track a return request internally while it is routed for approval. It does not represent an authorization for return. Cisco.com Cisco site for product information and online ordering. A user name and password grant access to the Cisco site and the Internet Commerce Tools, depending on the customer s type of contract. Date Processed Date in which the return request was entered. Dead-On-Arrival (DOA) Return Product that fails upon first power-up. Defective product Product fails to operate within warranty period. Denied Return Request Sent if the return request is denied. Denied Status This status refers to a request that has been denied. Mis-shipment Order that arrives at customer site with extra, missing, or wrong products. On-hold Status This status refers to a request that has been placed on hold by the appropriate Cisco personnel. Options Minor line items associated with the major line items. Over-shipment Order that arrives with a larger quantity of products than originally ordered. Pending Approval Status This status refers to a request that has been routed to several personnel within Cisco, at least one of whom has yet to approve, deny, or place the request on hold. Pending Status This status refers to a request that has been neither approved nor denied nor placed on hold by the appropriate Cisco personnel. Quantity Available The Quantity of products eligible for return. This is the quantity ordered, not submitted. Quantity Ordered This is the total quantity of products ordered. Quantity Submitted Quantity of products already submitted for return. Reason Code Motive for which the product is being returned to Cisco. Request Date Date in which the request for return is placed. Return for Credit- A type of return request that involves ordering errors. Product is returned for a Cisco credit. Return Merchandise Authorization (RMA) Number Order number given by Cisco once a return request is approved. It is used to track the return request back to Cisco. All packages must display the RMA number. 33

34 Returns Team Group within the Customer Service department at Cisco that oversees return for credit requests. RMA Acknowledgment Sent once the request is approved and booked by Cisco. Includes the official RMA number. Merchandise can now be returned to the specified Cisco location. Summary Sent immediately after request submitted. Contains general information on the original order and the request. Technical Assistance Center (TAC) Cisco group that troubleshoots products. The TAC plays an integral role in the determination of a product s DOA status. Terms & Conditions Cisco regulations and guidelines regarding the return of products. 34

35 Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA USA Tel: NETS (6387) Fax: Copyright 2001, Cisco Systems, Inc. All rights reserved. Cisco, Cisco Systems, and the Cisco Systems logo are registered trademarks of Cisco Systems, Inc. or its affiliates in the U.S. and certain other countries. All other trademarks mentioned in this document 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. (ooo5r) Copyright 2001, Cisco Systems, Inc. All right reserved. This work is protected by copyright law and international treaties. Except as expressly authorized by Cisco Systems in writing, reproduction of any portion or element of this copyrighted work, including without limitation any portion of any text or image, is strictly prohibited and is a violation of Federal law.