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RMA - Cisco.com Service Order Support

  1. How can I check status for my RMA (Returned Material Authorization)?

    1. Asia Pac / Japan
    2. Canada
    3. EMEA
    4. Latin America
    5. United States


  2. Who can I contact if there is a problem with my RMA or I forget the RMA number?

    1. Asia Pac / Japan
    2. Canada
    3. EMEA
    4. Latin America
    5. United States


  3. How long will it take to receive a replacement part covered under my contract?

    1. Asia Pac / Japan
    2. Canada
    3. EMEA
    4. Latin America
    5. United States


 

  1. How can I check status of my RMA?

    Asia Pac/Japan

    A. Criteria

    • Must have an RMA number


    B. Step by Step Process

    • Login to www.cisco.com
    • Enter "SVO" on the Search field in the upper right hand corner, and click "Go"
    • On the next page, under Best Bets on the left hand side, click on RMA Service Order Tools
    • Click on RMA/Service Order Status
    or: Direct URL for SVO Status: http://www.cisco.com/cgi-bin/front.x/agents/svo_tools/SVOToolDispatcher
    • Enter the RMA number in the field provided


    C. Contacts:



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    Canada

    A. Criteria

    • Must have an RMA number


    B. Step by Step Process

    • Login to www.cisco.com
    • Enter "SVO" on the Search field in the upper right hand corner and Click "Go"
    • On the next page, under Best Bets on the left hand side, click on RMA Service Order Tools
    • Click on RMA/Service Order Status
    or: Direct URL for SVO Status: http://www.cisco.com/cgi-bin/front.x/agents/svo_tools/SVOToolDispatcher
    • Enter the RMA number in the field provided


    C. Contacts

    • If no internet access, call North America Logistics at 1-800-553-2447, opt. #4 or 408-526-5744
    • Email: lmo-help@cisco.com


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    EMEA

    A. Criteria

    • Must have an RMA number


    B. Step by Step Process

    • Login to www.cisco.com
    • Enter "SVO" on the Search field in the upper right hand corner, and Click "Go"
    • On the next page, under Best Bets on the left hand side, click on RMA Service Order Tools
    or: Direct URL for SVO Status: http://www.cisco.com/cgi-bin/front.x/agents/svo_tools/SVOToolDispatcher
    • Enter the RMA number in the field provided


    C. Contacts



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    Latin America

    A. Criteria

    • Must have an RMA number


    B. Step by Step Process

    • Login to www.cisco.com
    • Enter "SVO" on the Search field in the upper right hand corner, and Click on "Go"
    • On the next page, under Best Bets on the left hand side, click on RMA Service Order Tools
    or: Direct URL for SVO Status: http://www.cisco.com/cgi-bin/front.x/agents/svo_tools/SVOToolDispatcher
    • Enter the RMA number in the field provided


    C. Contacts

    • If no internet access, call South America Logistics at 1-800-553-2447, option #4 or 408-526-5744
    • Email: lmo-help@cisco.com


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    United States

    A. Criteria

    • Must have an RMA number


    B. Step by Step Process

    • Login to www.cisco.com
    • Enter "SVO" in the Search field in the upper right hand corner, and Click "Go"
    • On the next page, under Best Bets on the left hand side, click on RMA Service Order Tools
    or: Direct URL for SVO Status: http://www.cisco.com/cgi-bin/front.x/agents/svo_tools/SVOToolDispatcher
    • Enter the RMA number in the field provided


    C. Contacts

    • If no internet access, call North American Logistics at 1-800-553-2447, option #4 or 408-526-5744
    • Email: lmo-help@cisco.com


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  2. Who can I contact if there is a problem with my RMA or if I forgot the RMA number?

    AsiaPac/Japan

    A. Contacts

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    Canada

    A. Contacts

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    EMEA

    A. Contacts

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    Latin America

    A. Contacts

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    United States

    A. Contacts

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  3. How long will it take to receive a replacement part covered under my contract?

    Asia Pac/Japan

    A. Criteria

    • Type of maintenance contract purchased needs to be understood as this will determine when replacement part is received
    • Maintenance contract must be current and contain current bill to/ship to sites and parts
    • Maintenance contract must not be on any type of hold
    • Maintenance contract basic service levels:
      • Standard service with Next Business Day Delivery
      • Standard service with 2 Day Delivery
      • Standard service with 10 Day Delivery
      • Premium service with 2 hour delivery
      • Premium service with 4 hour delivery


    B. Step-by-Step Process

    • When a TAC case is opened, customer provides maintenance contract
    • If contract is not valid or current, or if there are problems with the contract, entitlement will be contacted
    • Entitlement will determine if customer is entitled to service
    • Entitlement will advise customer if service needs to be purchased
    • Entitlement will advise if service level requested is valid for type of maintenance contract purchased
    • Entitlement will advise, if customer requests service above and beyond current service level, what the extra charges will be
    • When entitlement has informed customer of all current entitlement privileges and/or service has been purchased, RMA will be created and part will ship accordingly for service entitled or purchased.


    C. Contacts and Additional Information

    Contact the TAC
    Asia-Pacific: +61 2 8446 7411 (Australia: 1 800 805 227)
    EMEA: +32 2 704 55 55
    USA/Canada/ Latin America: 1 800 553-2447
    Go to: www.cisco.com
    Click on Technical Support, then click on Open a Case

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    Canada

    A. Criteria

    • Type of maintenance contract purchased needs to be understood as this will determine when replacement part is received
    • Maintenance contract must be current and contain current bill to/ship to sites and parts
    • Maintenance contract must not be on any type of hold
    • Maintenance contract basic service levels:
      • Standard service with Next Business Day Delivery
      • Standard service with 2 Day Delivery
      • Standard service with 10 Day Delivery
      • Premium service with 2 hour delivery
      • Premium service with 4 hour delivery


    B. Step-by-Step Process

    • When a TAC case is opened, customer provides maintenance contract
    • If contract is not valid or current, or if there are problems with the contract, entitlement will be contacted
    • Entitlement will determine if customer is entitled to service
    • Entitlement will advise customer if service needs to be purchased
    • Entitlement will advise if service level requested is valid for type of maintenance contract purchased
    • Entitlement will advise, if customer requests service above and beyond current service level, what the extra charges will be
    • When entitlement has informed customer of all current entitlement privileges and/or service has been purchased, RMA will be created and part will ship accordingly for service entitled or purchased.


    C. Contacts and Additional Information

    Contact the TAC
    Asia-Pacific: +61 2 8446 7411 (Australia: 1 800 805 227)
    EMEA: +32 2 704 55 55
    USA/Canada/Latin America: 1 800 553-2447
    Go to: www.cisco.com
    Click on Technical Support, then click on Open a Case

    back to top

    EMEA

    A. Criteria

    • Type of maintenance contract purchased needs to be understood as this will determine when replacement part is received
    • Maintenance contract must be current and contain current bill to/ship to sites and parts
    • Maintenance contract must not be on any type of hold
    • Maintenance contract basic service levels:
      • Standard service with Next Business Day Delivery
      • Standard service with 2 Day Delivery
      • Standard service with 10 Day Delivery
      • Premium service with 2 hour delivery
      • Premium service with 4 hour delivery


    B. Step-by-Step Process

    • When a TAC case is opened, customer provides maintenance contract
    • If contract is not valid or current, or if there are problems with the contract, entitlement will be contacted
    • Entitlement will determine if customer is entitled to service
    • Entitlement will advise customer if service needs to be purchased
    • Entitlement will advise if service level requested is valid for type of maintenance contract purchased
    • Entitlement will advise, if customer requests service above and beyond current service level, what the extra charges will be
    • When entitlement has informed customer of all current entitlement privileges and/or service has been purchased, RMA will be created and part will ship accordingly for service entitled or purchased.


    C. Contacts and Additional Information

    Contact the TAC
    Asia-Pacific: +61 2 8446 7411 (Australia: 1 800 805 227)
    EMEA: +32 2 704 55 55
    USA/Canada/Latin America: 1 800 553-2447
    Go to: www.cisco.com
    Click on Technical Support, then click on Open a Case

    back to top

    Latin America

    A. Criteria

    • Type of maintenance contract purchased needs to be understood as this will determine when replacement part is received
    • Maintenance contract must be current and contain current bill to/ship to sites and parts
    • Maintenance contract must not be on any type of hold
    • Maintenance contract basic service levels:
      • Standard service with Next Business Day Delivery
      • Standard service with 2 Day Delivery
      • Standard service with 10 Day Delivery
      • Premium service with 2 hour delivery
      • Premium service with 4 hour delivery


    B. Step-by-Step Process

    • When a TAC case is opened, customer provides maintenance contract
    • If contract is not valid or current, or if there are problems with the contract, entitlement will be contacted
    • Entitlement will determine if customer is entitled to service
    • Entitlement will advise customer if service needs to be purchased
    • Entitlement will advise if service level requested is valid for type of maintenance contract purchased.
    • Entitlement will advise, if customer requests service above and beyond current service level, what the extra charges will be
    • When entitlement has informed customer of all current entitlement privileges and/or service has been purchased, RMA will be created and part will ship accordingly for service entitled or purchased.


    C. Contacts and Additional Information

    Contact the TAC
    Asia-Pacific: +61 2 8446 7411 (Australia: 1 800 805 227)
    EMEA: +32 2 704 55 55
    USA/Canada/ Latin America: 1 800 553-2447
    Go to: www.cisco.com
    Click on Technical Support, then click on Open a Case

    back to top

    United States

    A. Criteria

    • Type of maintenance contract purchased needs to be understood as this will determine when replacement part is received
    • Maintenance contract must be current and contain current bill to/ship to sites and parts
    • Maintenance contract must not be on any type of hold
    • Maintenance contract basic service levels:
      • Standard service with Next Business Day Delivery
      • Standard service with 2 Day Delivery
      • Standard service with 10 Day Delivery
      • Premium service with 2 hour delivery
      • Premium service with 4 hour delivery


    B. Step-by-Step Process

    • When a TAC case is opened, customer provides maintenance contract
    • If contract is not valid or current, or if there are problems with the contract, entitlement will be contacted
    • Entitlement will determine if customer is entitled to service
    • Entitlement will advise customer if service needs to be purchased
    • Entitlement will advise if service level requested is valid for type of maintenance contract purchased
    • Entitlement will advise, if customer requests service above and beyond current service level, what the extra charges will be
    • When entitlement has informed customer of all current entitlement privileges and/or service has been purchased, RMA will be created and part will ship accordingly for service entitled or purchased.


    C. Contacts and Additional Information

    Contact the TAC
    Asia-Pacific: +61 2 8446 7411 (Australia: 1 800 805 227)
    EMEA: +32 2 704 55 55
    USA/Canada/ Latin America: 1 800 553-2447
    Go to: www.cisco.com
    Click on Technical Support, then click on Open a Case

    back to top