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Expedite Order Information - Cisco.com Order Support

 

Lead time targets
At Cisco, we understand that predictable lead times are critical for your success and satisfaction. In August of 2004, we began making changes to reduce lead time variability. We continue to work to make progress on improving our reliability. This, in turn, should reduce the need for expediting. At the same time, we understand that business priorities are always changing and that in exceptional cases, your need to request expedites will continue to be important to manage your urgent business needs.
 
When to expedite?
Cisco manages orders to leadtimes and promise dates. We attempt to accommodate Customers who are in an exceptional situation and urgently need their order expedited. As a guideline, an exceptional situation may fall into one of these general areas:
  • Changes in critical project timelines
  • Promise date is much greater than published lead time
  • Year-end budget constraints

It is not recommended to use expediting for the following reasons

  • Customer network is down (please contact the TAC and provide them your service contract information)
  • Promise date is equal to or less than published lead time
  • Customer-initiated change that changed the promise date
  • Inventory management
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Who can request an expedite?

Within your company
It is recommended that the contact(s) authorized to purchase Cisco products are the same contact(s) who are authorized to request an expedite. If you wish to only allow certain people within your company to request expedites, or do not wish to allow anyone to do this, please contact Cisco Customer Service with the contacts that are authorized and we will update your profile accordingly.

Within Cisco
The same applies for authorizing Cisco employees assigned to your account. If you wish to limit who can request expedites on your behalf, please contact Cisco Customer Service with the Cisco contacts that you would like to be able to expedite for you. If you do not wish any Cisco employees to request expedites on your behalf, please contact Cisco Customer Service and inform them that your profile should be updated accordingly.

If you do not notify us, Cisco employees assigned to your account (Account Managers, Channel Account Managers and Customer Service Relationship Managers) will be allowed to request an expedite on your behalf.

 
When is an order eligible to be expedited?
Certain criteria must be met before an order can be considered eligible for expedite requests. You can use the Cisco Status Tool to verify this information for your order.
  • Order must be booked, scheduled, and you must have a promise date for your order.
  • Order/shipset must be open, and not on hold,closed, or cancelled.
  • Order/ship set cannot already be past the promise date (In this case, the Cisco Status Tool will have the recommited date for the item, which is the earliest date Cisco can fulfill your order)
  • Export paperwork, if required, must be complete.
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“Fast Track” to expedite requests: Best way to expedite
Cisco provides several vehicles for you to request an expedite. The recommended way to request an expedite is to log a case through the Case Management Tool. You can also contact Cisco Customer Service by telephone or e-mail.

"To "fast track" your request, please provide the following information with your request. If you submit your expedite request via the Case Management tool , please provide this information in the "Problem Description" field. You can see definitions and examples of each of the following items by clicking on the bullet points:

* Denotes mandatory information

If you or the person submitting the expedite request on your behalf is unable to provide these details at the time of placing the request, your request will still be processed but we will not be able to serve your expedite request in the most efficient and effective manner.

IMPORTANT TIP:

Customer authorization will be required if you wish upgrade your freight service.

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What to expect when expediting?
During the expedite request process, Cisco Customer Service is committed to fast response for all requests. Currently, our average response time to complete your request is 43 hours, with some resolutions within 2 hours and others taking longer due to product availability and scheduling routines. We are currently focused on reducing this average cycle time by 10 to 30 percent to improve your satisfaction with the expedite process. Current customer satisfaction for the Expedite Process overall is 3.48. We are driving towards a satisfaction rate of at least 4.0 out of a possible 5.0.
The steps involved in the expedite process are as follows:

STEP 1: Verify that your order is eligible to be expedited Cisco Status Tool. See “When is an order eligible to be expedited?”

STEP 2: Contact The Cisco Customer Service Global Contact Center (CS GCC):

  1. Case Management Tool (recommended) or
  2. E-mail or
  3. Telephone

STEP 3: CS GCC will validate and submit the expedite request to Manufacturing. You will receive an automated e-mail response with a case ID for your request. Please use this case ID for any further correspondence. If your expedite request is ineligible, the CS GCC will send you an e-mail notification describing the reason for ineligibility.

STEP 4: Manufacturing reviews your request, including your acceptable expedite request date range to determine if the request can be accommodated.

STEP 5: Manufacturing accepts or denies your request, based on current availability. Manufacturing notifies the CS GCC of the response.

STEP 6: CS GCC will send you an e-mail to notify you with the results of the expedite request, which will either be an approval that Cisco is able to meet your expedite request date range or that your request has been denied. We will make every effort to give you a reason for denying your expedite request , but in many cases the expedite is denied due to product availability.

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Contacts and Additional Information

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Frequently Asked Questions

Topics

 

Lead time targets

Question: Why was my order recommitted?
Answer: Unexpected fluctuations in supply and/or demand can inhibit Cisco's ability to meet the order’s commit date. In the event of this exception Cisco will provide a recommit date. The recommit date represents the latest point in time that Cisco expects to fulfill the order.

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When to expedite

Question: Why do you recommend against requesting an expedite when a network is down? I need a replacement product as quickly as possible.
Answer: You should contact the Cisco TAC with your valid service contract information in order to get the fastest service possible.

Question: I received a promise date much longer than the published lead time for a particular product. Will my expedite request be accepted?
Answer: As in all expedite requests, Cisco will do everything possible to fulfill your request. However, based on fluctuations in supply and/or demand, this may not always be possible.

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Who can request an expedite

Question: Can other people within my company or within Cisco request expedites on my behalf?
Answer: If you wish to only allow certain people (within your company or Cisco) to request expedites on your behalf, or do not wish to allow anyone to do this, please contact Cisco Customer Service and we will update your profile accordingly. If you don’t take this action, Cisco employees assigned to your account (Account Managers, Channel Account Managers and Customer Service Relationship Managers) will be allowed to request an expedite on your behalf.

Question: If my Cisco Account Manager requests an expedite on my behalf, but the order was originally submitted with the Early Ship allowed field set to “NO”, will the request be processed?
Answer: If an approved expedite requester requests an expedite on your behalf and the order was originally submitted with Early Ship allowed set to "NO," Cisco will change the Early Ship allowed field to "YES" in order to process the request. The same applies if the order was submitted with the Partial Ship allowed field set to "NO." By requesting an expedite, this means that Cisco can ship the order/ship sets early, and you agree to receive partial shipments and related invoices and to pay these invoices according to their standard payment terms.

Question: If my Cisco Account Manager requests an expedite on my behalf and asks for premium freight, but my original order was submitted with standard freight, will I be asked to authorize this change?
Answer: Yes. If a Cisco employee requesting an expedite on your behalf requests an upgrade to your freight service, you will be asked to authorize this in writing before we can process the freight service upgrade request.

Question: What happens if my Cisco Account manager requests an expedite on my behalf, and the order was originally submitted with the Early Ship and Partial ship allowed fields set to “YES”?
Answer: If your Cisco Account Manager is authorized to expedite on your behalf, we will process the request as it is.

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When is an order eligible to be expedited

Question: What do I do if my order is on hold?
Answer: Please work with Cisco Customer Service to arrange for any holds to be removed before you can request an expedite. Cisco is unable to expedite an order or ship set that is on hold.

Question: What do I do if I don’t have a promise date?
Answer: In order to request an expedite, the order must have been processed and a promise date assigned. If you haven’t received an order booking confirmation within 48 hours of submitting the order, you can escalate your case with Cisco Customer Service.

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“Fast Track” to expedite: Best way to expedite

Question: How can an expedite request be submitted to Cisco Customer Service?
Answer: You may request an expedite online via the Case Management Tool (recommended) or contact Cisco Customer Service by e-mail or by phone. Cisco Account Managers submitting orders on your behalf may also contact Cisco Customer Service, but for fastest processing, we recommend that you submit your requests directly through Cisco Customer Service.

Question: What happens if I don’t include an acceptable date range for my expedite?
Answer: If you don’t provide an acceptable date range for your expedite, Cisco Customer Service will consider that one day earlier than your current promise date is an acceptable change for your request. In order to meet your needs, we recommend you provide your acceptable date range at the time of the expedite request.

Question: Why did Cisco ship my expedite standard freight service instead of express?
Answer: Cisco Customer Service cannot arrange to ship your orders with a faster freight service without your authorization. If you would like to have your expedited order shipped faster, please make sure to communicate this to Customer Service at the time of your request.

Question: What happens if my expedite was accepted, but a few days later, the promise date changes to a later date?
Answer: Usually this happens when your order gets put on hold after the expedite was accepted. Holds can be applied if changes are made to the order. To prevent this from happening, ensure that all the changes required to the order are made prior to submitting the expedite(e.g. freight, address, credit) Also, make sure any export documents needed for the order have been completed.

Question: Why shouldn’t I call my AM or CSRM for an expedite?
Answer: Contacting Cisco Customer Service directly with any expedite requests will give you the fastest response time possible. All standard expedite requests are processed through Customer Service, so requests that go through other contacts are sent to Customer Service, taking more time before we can process your request.

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What to expect when expediting

Question: If I request an expedite for several products, but Cisco can only expedite (for example) one of the products, what happens with my request?
Answer: Cisco Customer Service will work to provide you with alternatives if we cannot process your original request. This may include a request to split ship sets, reducing your order quantity for expedite, or suggesting alternative products. If we offer you other suggestions instead of your original request, please respond within 24 hours with your decision.

Question: I received a notification that Cisco couldn’t process my original expedite request, but offered an alternative product if I responded within 24 hours. What happens if I don’t respond within 24 hours?
Answer: We ask for you to reply within 24 hours in order to provide the best opportunity to improve your shipment date. Please note that agreeing to any of these options does not guarantee that your shipment date will be improved. Cisco will make a best effort to accommodate your expedite request.

Question: What does it mean when I get a notification that a product is constrained ?
Answer: In some cases where demand is much greater than expectied, products may temporarily not be eligible for a standard expedite. Under these conditions, your Account Manager is involved to help prioritize the expedite requests. Cisco will notify you when we are involving the Account Manager.

General Frequently Asked Questions

Question: How do I obtain access to the WW Expedite Tool ?
Answer: If you are in the Sales organization and require access to the WW Expedite Tool, please contact the Sales Help Desk at 408-526-8888, Option 4, Option 4. If you are in the Customer Service organization, please open a case at the following website: http://wwwin.cisco.com/support/. If you are in the Manufacturing organization, please open a case at the following website: https://mco.cisco.com/mcoadmin/support/MCOSupportMain.jsp.
All Account Managers currently defined in SHARE will have access to the tool automatically

Question: How do I give another user proxy access to My Expedites ?
Answer: From the Dashboard tab in the WW Expedite Tool, click on the User Profile tab. Enter the user id of the person to whom you wish to grant proxy access and click Search. Select the appropriate user id of the person you wish to add and click Add. A message confirming your selection will appear on the screen.

Question: How do I access another user's expedites if I have been granted Proxy access ?
Answer: From the Dashboard tab in the WW Expedite Tool, click on the Change Access (Proxy) drop down box. The user id of the employee who granted you Proxy to his or her expedites should appear in the listing. Highlight the name of the user you wish to Proxy. Your screen will automatically refresh and display the Dashboard for the user you have proxied. To return to your listing of expedites, simply click on Change Access (Proxy) and select None. The screen will automatically refresh and display the Dashboard for your expedites.

Question: How do I create a new request ?
Answer: Click on the Create New tab. Enter the Cisco Sales Order number and, if necessary, the appropriate Ship Set Number and click on Get Details. The detailed order information will now be displayed. Select the appropriate ship sets for expedite by placing a check mark in the boxes on the left hand side of the screen. Enter the Latest Acceptable Date for each ship set and click “Continue�. The WW Expedite Tool will determine which type of request has been submitted and guide the submitter through the remainder of the process.

Question: How do I cancel a request ?
Answer: From the Dashboard tab, select the request you wish to cancel and click on Request Number. The Manage Requests screen will now be displayed. At the bottom of the Manage Requests screen there is a Cancel Request icon. Click on the Cancel Request icon. Complete the requested information related to reason for cancellation and include any additional comments you desire. When complete, click on Submit to cancel the request and commit the changes

Question: How do I modify a request ?
Answer: The WW Expedite Tool does not allow users to modify request once they have been submitted. Therefore, in order to modify a request, the submitter must first cancel the existing request and then create a New Request which reflects the desired modifications

Question: What is the significance of the message: Requests consist of many lines with separate statuses. Please click on the Request Number for request status ?
Answer: Request status is a feature which exists at the ship set level only, not at the order level. Each request can contain one or more ship sets. Each ship set has a unique status. The tool does not display the status of each ship set for each request as it would require a significant portion of the screen to display. Thus, if the user desires to see the status of a particular request, simply click on Request Status to display the details of the request header and the status of each ship set.

Question: What is the difference between a Standard Expedite and a Executive Escalation Expedite (EE) ?
Answer: A Standard Expedite is a request to improve a promise date on a Sales Order for product which is not on a constrained status of any kind. Requests to improve the promise or ship date are taken on a case-by-case purpose. Requesting an expedite request should only be done when absolutely necessary. Customer Service will make every effort to accommodate urgent Customer requests so the Customer's networking needs are met whenever possible. A Executive Escalation Expedite (EE) request is a request to improve a promise date on a Sales order for product which is on Exceptional Item Status (EIS).

Question: I tried to submit an expedite request for an order which did not have a Promise Date and received an error message. What happened?

Answer: Sales orders without Promise Dates have not yet been scheduled. The WW Expedite tool will not allow an expedite request to be processed against an order which has not yet been scheduled. Typically, an order requires approximately 24 hours to schedule after it has completed the Cisco bookings process. Please allow time for the order to schedule and resubmit the expedite request.

Questions: What do I do if my expedite is denied?
Answer:
Please note: In all cases, you must have submitted an expedite request in the new expedite tool. If your expedite is Denied, and this will cause a Customer Satisfaction issue, please use the following escalation process.

Using the WW Expedite Tool, locate the Denied expedite. Change the TYPE from STD to EE and submit the critical expedite to your VP for prioritization.

If your VP rejects your request, then no further action can be taken. If your VP does not address your request for 72 hours it will automatically be cancelled by the WW Expedite Tool parameters. If your VP submits your request, he/she may be asked to recommit another order in his/her area to accommodate your critical request. The decision made by your VP is final and no further action on your part can be taken.

Customer Service Frequently Asked Questions

Questions: How does a CSRM (Customer Service Relationship Manager) obtain submitter or read-only access to the WW Expedite Tool?
Answer: . If you are in the Customer Service organization, please open a case at the following website: http://wwwin.cisco.com/support/.

Questions: How does the WW Expedite tool handle a request for an expedite where the New Request Date is in the past, or it is not a realistic date based on transit pad and/or PDI?
Answer: A verification table has been incorporated into the WW Expedite tool such that the tool calculates the earliest possible date a submitter can input for the New Request Date. If the current Promise Date is the best date available, the user will receive a message indicating this.

Questions: How does the tool handle items on a new product hold (NPI, NPH, NPAH)?
Answer: Orders with Ship Sets on NPI, NPH or NPAH are not eligible for expedite since there is no Promise Date assigned to the SS.

Questions: How will excessive submission of expedites by account teams and customers be monitored with the new tool ?
Answer: The WW Expedite Tool has extensive reporting capabilities which will allow Customer Service to closely monitor the activity of individual account teams and customers.

Questions: Can the admin and/or AM's still email "cs-support" and request expedites ?
Answer: All expedite requests must first be submitted in the tool.

Questions: Can they email with the special subject line for requesting escalations on rejected expedites?
Answer: Once an expedite has been rejected in the tool, the AM may use the CS approved escalation process to escalate the rejected expedite to their Sales VP for priority processing.

Please note: In all cases, you must have submitted an expedite request in the new expedite tool. If your expedite is Denied, and this will cause a Customer Satisfaction issue, please use the following escalation process.

Using the WW Expedite Tool, locate the Denied expedite. Change the TYPE from STD to EE and submit the critical expedite to your VP for prioritization.

If your VP rejects your request, then no further action can be taken. If your VP does not address your request for 72 hours it will automatically be cancelled by the WW Expedite Tool parameters. If your VP submits your request, he/she may be asked to recommit another order in his/her area to accommodate your critical request. The decision made by your VP is final and no further action on your part can be taken.

Questions: Can they call the GCC and request expedites over the phone?
Answer: Yes. If the expedite request is for a product on Exceptional Status, the AM will find an email waiting for them with a request to submit the request for VP Approval. All expedite requests must be submitted through the tool. The tool provides the users with the ability to give proxy access, so that in the event an AM is not in the office, he/she can ask an admin to submit the expedite on their behalf.

Questions: Can customers call the GCC and request expedites ?
Answer: Yes. Customers will still contact the GCC, at which point the CS rep will enter the expedite request into the WW Expedite tool.

Questions: Can customers email the GCC and request escalations to rejected expedites ?
Answer: Yes. This will be the same process as before.

Questions: How long will my expedite wait in the VP expedite queue?
Answer: Potential -EE expedites are active for 72 hours before the tool will automatically close the request. The submitter will receive a notification at that point and will be able to immediately re-submit the request to his/her Sales VP.

Questions: What is resubmit logic for expedites?
Answer:
If a VP denied your request today, you can re-submit the next business day.
If a standard (STD) expedite is denied today, you can re-submit after 5 business days.
If an Executive Escalation (EE) Expedite request is denied today, you can re-submit after 3 business days.
You can change a STD to EE request any time, without waiting for any time period before you convert. However, your request must be tried as a STD first.

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