Service Order Tool Help

Completing the Service Order Request Form

You may request an e-mail or fax confirmation of your submission on the Service Order Request Form. Alternatively, you may go directly to the Service Order Status Tool to obtain the status of your service order.

Complete all required fields (marked with *) as explained below.
 

Field	What to Enter or Select
Company Name	Name of your company.
Ship-to Address*	Complete shipping address (street, city, state, zip or postal code, country).
Ship-to Contact*	Person in your company to whom parts will be shipped.
Mailstop	Ship-to contact mailstop if applicable.
Telephone*	Ship-to contact phone number, including country code if not U.S. or Canada.
Fax Number*	Ship-to contact fax number, including country code if not U.S or Canada.
Contract Number*	Your Cisco service contract number.
Use/Modify Default Address	Changes may be made to a default ship-to address. NOTE: International ship-to address changes may cause your order to be placed on hold pending completion of the necessary export compliance paperwork.
Customer PO or Reference Number	Your PO number or other reference number for the service order.
Assembly Required?	Select depending on whether parts should be shipped as unassembled parts or integrated into one or more assembled units.
Service Level	Level of service. NOTE: Your service contact defines the service levels to which you are entitled.
Failure Code	Select the failure code based upon how long the unit has been in service.
Failure Description*	Part failure detail (for example, port is not responding).
Product Family	Select depending on the family of parts that you wish to order. NOTE: If assembly is required, all parts must be members of the same product family.
Hardware/Software*	Select depending on whether you wish to order hardware or software.
Other Comments	Other information that you wish to communicate as part of the order (for example, install the software a in chassis b, and software c in chassis d).
Confirmation Method	Select Screen, E-Mail, or Fax from the drop-down list. If you want a confirmation, verify or change the fax number and e-mail address displayed at the bottom of the form. International customers, be sure to prefix these numbers with 011 + your country code.
Get Status	This will bring you to the Service Order Status Tool where you can check the status of your order.

When you are done, click Submit to send in the service order request.

After submitting the order, you can enter a new order by pressing the enter new order button.

How To Package and Ship

Be sure to ship within 10 days or you will be billed for the outstanding part(s) at list price.

Please also follow these other important procedures:

• Use the disposable grounding wrist strap when packing and unpacking.

 
• Reuse the original shipping carton(s) and label.

 
• Ship return parts as freight prepaid. (Under the Advance Replacement contract, the customer is responsible for the freight of return parts. Cisco will return parts to sender if the return shipment is sent collect.)

 
• US customers, use the following Ship-To address:

Cisco Systems, Inc.
RMA Receiving
2011A Senter Road
Doors 2,3,4
San Jose, CA 95112

International RMA Invoice Instructions

• RMA number
• Cisco model numbers (e.g. Cisco 2513-CH)
• Shipment date
• Customer’s name and postal and e-mail addresses
• Contact name and phone number for person with knowledge of contents shipped
• Description of the merchandise (e.g. Token Ring/Ethernet/dual synch router)
• Quantity
• Country of manufacturing origin (where made, not merely from where the product was shipped)
• Value in US dollars

• Australia and New Zealand:

• Europe, Middle East, and Africa (EMEA):

• All other countries should use:

Tool Notes

The Order Type Query lets you submit queries for Service Orders and RMAs using the following options: RMA/Service Order Number, PO/Reference Number, or TAC Case Number.

The Date Range Query lets you submit a request to see the list of RMAs and Service Orders within a specified date range.

Download Notes

Windows users should rename the file to a descriptive name and suffix, or Windows will not know which application to associate the file with. For example, you can rename a Microsoft Excel spreadsheet file "svcpart.xls".

Mac OS users may leave the file named as is or rename it to whatever they wish, as the file should already be mapped to the Excel file type as long as your browser is properly configured to handle the "application/msexcel" MIME type.

Users of other platforms or those without Excel should select the "Space-delimited ASCII text" format.

Glossary of Terms

Advance Replacement:

 

A Request Type option requesting Cisco to ship a refurbished product. As soon as you receive the replacement you should return the faulty part.

 

Contact Person:

 

The person in your company whom Cisco can contact with questions about this service order request.

 

Contract Number:

 

Your SmartNet number or Distributor, OEM, or Reseller agreement number.

 

Customer Reference Number:

 

A number you are providing as your reference for this service order request.

 

Part Number:

 

The service part reference number (such as Cisco 2501). You can view and search service parts in the Service Part Tool.

 

Purchase Order Number:

 

Your purchase order number for this service request.

 

Return and Replace:

 

A Request Type option requesting Cisco to ship a part to you after you have shipped a faulty part back to Cisco.

 

Request Type:

 

The options are Advance Replacement, Return and Replace, and Ship Only, according to your contract.

 

RMA:

 

Return Material Authorization.

 

RMA Number:

 

A Cisco-generated reference number that must be marked on all material that is returned to Cisco.

Frequently Asked Questions

Q: When will I receive my RMA number?

 

A: Your service order number (RMA number) is generated on-line. It is a good idea to make note of it.

 

Q: How will my order be shipped?

 

A: Your order will be shipped via Federal Express or DHL and all freight costs will be incurred by Cisco. You can check the status of your order by using the Service Order Submit Tool.

 

Q: Do I need to indicate which software I require?

 

A: If you are returning a specific software and memory configuration and require an identical configuration to be returned to you please indicate software version and configuration on the request form.

 

Q: How long will it take to receive my Advance Replacement?

 

A: Please refer to the terms of your Cisco service agreement for specifics.

 

Q: Where can I find information on the parts which Cisco services?

 

A: The Service Part Tool (LINK) allows you to view and search Cisco service parts.

 

Q: Where do I return the faulty part?

 

A: Please see the How To Package and Ship section.

 

Copyright © 1992--1998 Cisco Systems Inc. Important Notices.
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