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Updated: May 16, 2011


Customer Support Service Q&As


Topline Q&As

Q. How has the emergency situation in Japan impacted Cisco’s supply chain?

A. We are actively monitoring the situation to understand the full impact of the March 11th earthquakes and tsunami on Cisco’s supply chain, including disruptions to Japan’s energy, transportation infrastructure and workforce. We have launched an initial assessment of our supply chain, and have made direct contact with all of our primary suppliers in the region.

Q. What is Cisco’s recovery plan and how are you mitigating the risk of a major disruption?

A. The Cisco Manufacturing Crisis Management Team was activated on Friday, March 11, 2011 immediately after the magnitude 9.0 earthquake occurred in Japan. We are maintaining daily communications with our transportation partners in the region and refining strategic delivery capabilities, which will be implemented should critical orders be potentially impacted in the future.

Q. Has there been any other impact to Cisco from the event?

A. Cisco is saddened by the recent situation in Japan and our initial focus has been on the safety of our employees, customers, suppliers and partners in the region. There were some offices impacted, but all the offices are currently open and fully operational on a business as usual basis.

Q. Who should I contact for additional information?

A. As this situation is fluid, the status of our impact analysis is changing frequently. We will continue to update our assessment whenever necessary, and share status and mitigation plans in our subsequent updates. If you have additional questions or concerns, please contact your account manager or customer service representative.

Supplier / Inventory Q&As

Q: What impact has the situation in Japan had on Cisco vendors/suppliers? Which vendors are affected and how extensively?

A: We are actively monitoring the situation to understand the full impact of the March 11th earthquakes and tsunami on Cisco’s supply chain, including disruptions to Japan’s energy, transportation infrastructure and workforce. We have launched an initial assessment of our supply chain, and have made direct contact with all of our primary suppliers in the region.

Q: Is Cisco accelerating production to increase its inventory as required as a result of recent crisis in Japan?

A: We are proactively pursuing mitigation plans to minimize customer disruption including buy-aheads, purchase options, capacity reservations and accelerated second source.

Q: Have any Cisco distributors and partners been impacted by the recent crisis in Japan?

A: We remain in close contact with our distributors and partners, especially those in impacted areas, and we will continue to closely monitor the impacts.

Q: What is Cisco’s fulfillment model, (e.g. Just-in-Time model)?

A: Cisco has several fulfillment models that determine inventory and reorder levels. These levels are determined by multiple factors including demand fluctuations and other supply considerations.

Delivery / Shipment Q&As

Q: Does Cisco expect disruptions in the delivery of products or services to customers or partners, particularly in affected areas?

A: It is always our goal to meet product delivery schedules. We will proactively pursue mitigation plans where necessary.

Q: Can the company still fulfill all product orders?

A: At this time, specific product level impact is still being assessed, but as soon as we have that level of detail, our customer service representatives will be able to review customer specific orders and requirements. If required, mitigation plans will be available in an attempt to ensure minimal impact to our customers.

Q: How is Cisco coordinating the delivery of solutions that help disaster recovery?

A: Cisco has always been committed to supporting the communities in which we work and live. We are in contact with government and community agencies in some of the highest impacted areas. We will coordinate the delivery of solutions with sensitivity to top priorities and emergency responders, as appropriate.

Q: Should channel partners plan for product delivery delays as a result of the recent crisis in Japan?

A: We are actively monitoring the situation to understand the full impact of the March 11th earthquakes and tsunami on Cisco’s supply chain, including disruptions to Japan’s energy, transportation infrastructure and workforce. We have launched an initial assessment of our supply chain, and have made direct contact with all of our primary suppliers in the region.

Customer Support Q&As

Q: Will Cisco's Technical Support Center be available to support customers remotely?

A: Yes. Cisco’s Technical Support Center is 24/7, around the world. We have the ability for our Technical Support employees to work from home, as needed.

Q: Can Cisco provide onsite support, per our contract, in affected areas?

A: We will provide our current onsite support unless:
i. The Japanese Government or local authorities direct people to stay home,
ii. The customer closes its offices or requires employees to stay home, or
iii. Cisco determines that the health risk for the employee is too high.

Q: Do you have a designated support center for Service Provider customers, should they need emergency help?

A: Service Provider customers can call and open a Service Request with the Japan Technical Assistance Center (TAC) and should go through the normal escalation process. We have established an interim Customer Crisis Team to prioritize support for restoration of critical infrastructures.

Q: What is Cisco doing to help communities mitigate risk? Are you setting up community collaboration centers to providing Cisco Collaboration Tool services, particularly for emergency responders?

A: We are reviewing on a case-by-case basis. Where appropriate, forms of Cisco collaboration products and solutions are being provided to emergency responders. For more details on the support offers, please visit:
ENG: http://www.cisco.com/web/JP/about/0311_ENG.html
JP: http://www.cisco.com/web/JP/about/0311.html

Q: Will service levels be met on RMAs (Return Manufacture Authorization)?

A: It is our intent to meet our service levels on RMAs. We continue to assess the situation, and look to minimize the impact to our customers by working closely with them on potentially affected deliveries, if any.

Business Continuity Q&As

Q: How is Cisco prepared to manage a potential crisis, such as earthquakes?

A: Cisco's global, cross-functional business continuity team provides 24/7 event monitoring and notification services globally. Our response reflects a focus on the safety of our employees and customers, based upon the advice of the appropriate medical and government authorities. In the event of a crisis, Cisco activates a Customer Crisis Team (CCT), and coordinates appropriate measures collaborating closely with the various Cisco functions such as Manufacturing, Customer Services, TacOps, Cisco Services, Account Teams etc. Initial focus will be prioritized to support the restoration of critical infrastructure and the activities of Emergency responders, and over time the support coverage will be expanded to support other disaster related requests.

Q: What current business continuity plans are in place for Cisco Manufacturing?

A: In the event of a crisis, Cisco Manufacturing activates the Manufacturing Crisis Management team (MCMT), and coordinates appropriate measures. MCMT's charter is to expeditiously identify impacts, assess gaps, formulate recovery plans, and drive closure. Cisco collects business continuity plans from our top suppliers, manufacturing partners, and logistics partners semi-annually as part of our Business Continuity Program (BCP). In the event of a crisis, BCP plans provide the MCMT with critical information such as part-site mapping, recovery capabilities, and alternate-site locations, etc.

Q: Has Cisco executed on any Business Continuity plans as a result of the recent crisis in Japan?

A: Yes. Cisco Japan has executed the BCP to ensure that the business (both sales and support) continue with minimal disruption by enabling our workforce to be available virtually, regardless of their physical location using our collaboration solutions, and by leveraging our global infrastructure for additional coverage.