|
|
This section tells you how to return failed parts to StrataCom for repair if the need arises. The RMA procedure is used between StrataCom and direct customers. Distributors may have other arrangements with StrataCom. Contact your local distributor for instructions. This Appendix also describes the various levels of support services available from StrataCom for all end users.
At the end is a section for keeping the parts list inventory that was received with the equipment. If you checked off the part type, slot number, serial number and revision number at installation this list should provide you with all of the pertinent information on each system card and power supply to use if you are returning units.
The IGX equipment is modular so that you can replace malfunctioning parts easily. The procedure for ordering new parts and returning old ones is called the Return Material Authorization (RMA) procedure. The steps are as follows.
Step 1 Call Cisco Customer Support in San Jose, California, USA at the telephone numbers below when a failure occurs. You will be asked for the card or component type, slot number, serial number, and revision number. You will then be given an RMA number that you'll use when returning the failed part. The replacement part will be sent within the agreed-upon time.
Step 2 When you receive the replacement part, please notify Cisco Customer Support. Make sure to record its type, slot number, serial number and revision number, just as you did when you installed the node.
Step 3 Along with the replacement part, you will receive a repair tag and a shipping label. To send the old part back to Cisco Customer Support, record the assigned RMA number on the tag, and attach it to the part. Fill out the shipping label (including the RMA number), remove and save the customer copy, and attach the label to the shipping carton. Returned cards must be packed in their original shipment containers.
Step 4 Parts must be returned within 30 days or you will be invoiced for the parts.
StrataCom's CoreFour product support provides choices for optimum phone support, hardware coverage, and on-site services. Optional features provide a tailored program to meet individual corporate needs. Table D-1 compares the CoreFour packages.
| Services | Premier | Extra | Plus | Basic |
|---|---|---|---|---|
| Phone Support | Unlimited | Unlimited | Unlimited | 12 calls/year |
|
7 x 24 | 7 x 24 | 7 x 24 | 9 x 5, M-F |
|
1 hour | 1 hour | 4 hour | 8 hour |
|
yes | yes | yes | no |
|
yes | option | option | option |
| Replacement Hardware Parts | Advance Shipment | Advance Shipment | Advance Shipment | Return for Repair |
|
7 x 24 | 5 x 12, M-F | 5 x 12, M-F | 9 x 5, M-F |
|
Next Day | Next Business Day | Next Business Day | 21 Days |
| On-site Response | 8 x 5, M-F | option | option | no |
|
option | option | option | no |
| FastPacket Online Access | yes | yes | yes | yes |
| FastPacket Online 2 | option | option | option | option |
| Documentation Updates | yes | yes | no | no |
| Technical Bulletins | yes | yes | no | no |
| Systems Software and Network Management Sub-Releases and Bug-Fixes | yes | yes | yes | no |
| Systems Software and Network Management Releases | yes | no | no | no |
| Upgrade Implementation Support | yes | yes | no | no |
| Annual Network Audit | yes | yes | no | no |
| Circuit Span Management | option | option | option | option |
| Call Analysis Reporting | option | option | option | option |
Telephone help is available from Cisco Customer Support in San Jose, California and Fleet, England. Phone assistance is available Monday through Friday 8:00 am to 5:00 pm local time.
Cisco Customer Support personnel provide on-line assistance in resolving any configuration, technical, or performance issue with your StrataCom network. Customer Support provides a single point of contact to help you maintain your StrataCom network. Whether you are calling with questions about your network operations or to obtain status of equipment returned for repair, Customer Support is there to answer your inquiries.
If you need help in resolving a network problem, the Customer Support engineer is able to dial into your network and perform a series of diagnostic checks, to quickly get to the answer to your problem. In addition, every Customer Support engineer is empowered to work with Product Support, Engineering, or Program Management to coordinate a speedy resolution of your problem.
StrataCom's real-time, relational, database-FastPacket Online (FPO2)-is now a read-only database containing historical data on cases that were closed prior to September 5, 1996. Use the website address http://www.stratacom.com
For current cases or cases closed between September 5 and October 5, 1996, go to Cisco Connection Online (CCO). For information on support through the Cisco Website, select Service and Support at http://www.cisco.com.
If a problem is identified with any of your StrataCom hardware, you will be given an authorization to return the defective part to StrataCom for repair. The returned unit will be repaired, and all StrataCom-specified change orders will be incorporated to ensure the highest level of performance when the unit is returned to your network.
Telephone Support:
FastPacket Online:
Hardware Repair:
StrataCom Plus support keeps your network current by providing access to all bug-fix and minor software and firmware releases. FastPacket Online allows you to download these software and firmware releases as you desire.
If a problem is identified with any of your StrataCom hardware, a replacement unit will be shipped to you within 24 hours for next business day delivery.
Telephone Support:
FastPacket Online:
Software Support:
Hardware Support:
Telephone help is available from Cisco Customer Service in San Jose, California and Fleet, England. Phone assistance is available 24 hours per day 7 days per week, with a guaranteed response time of 1 hour from the time we receive your call.
With Extra support you are assigned a senior Customer Service engineer familiar with your networking application as your primary point of contact within the support center. Customer Service personnel provide on-line assistance in resolving any configuration, technical, or performance issue with your StrataCom network. If you need help in resolving a network problem, the Customer Service engineer is able to dial into your network and perform a myriad of diagnostic checks. In addition, every Customer Service engineer is empowered to work with Product Support, Engineering, or Program Management to coordinate a speedy resolution of your problem.
Your personal account representative will be available to you during standard business hours (8:00 AM through 5:00 PM local time). During all other times, backup Customer Service personnel can help answer your questions.
StrataCom's real-time, relational, learning-based database engine is available to customers through access to FastPacket Online. With FastPacket Online you can get information about new software releases and revisions, get the latest in technical "how-to" tips, search for information on a specific topic, or create management reports. Plus, FastPacket Online is constantly updated to contain details about all known software, hardware, and firmware bugs.
Extra support keeps your network current by providing access to all bug-fix and minor software and firmware releases. FastPacket Online allows you to download these software and firmware releases as you desire.
If a problem is identified with any of your StrataCom hardware, a replacement unit will be shipped to you within 24 hours for next business day delivery.
As an Extra support customer you will receive, upon request, copies of all the latest documentation covering your StrataCom network operations and StrataView Plus network management. Additionally, you will receive quarterly technical bulletins summarizing information about bug fixes, software releases, and common customer questions and answers.
Priority support for your StrataCom network extends to the ongoing process of keeping your network up to date and tuned for optimal performance. Extra support provides StrataCom's expert assistance in the planning and execution of hardware, software and firmware updates to your network. In addition, you will receive an annual network audit. This audit will provide a review of account activity, a report on any outstanding technical issues, and will recommend ways for you to increase overall network efficiency.
Telephone Support:
FastPacket Online:
Software Support:
Hardware Support:
Technical Updates:
StrataCom Assist Services:
Telephone help is available from our International Support Centers (ISC) in San Jose, California and Fleet, England. Phone assistance is available 24 hours per day 7 days per week, with a guaranteed response time of 1 hour from the time we receive your call.
With Premier support you are assigned a senior ISC engineer familiar with your networking application as your primary point of contact within the support center. ISC personnel provide on-line assistance in resolving any configuration, technical, or performance issue with your StrataCom network. In addition, every ISC engineer is empowered to work with Product Support, Engineering, or Program Management to coordinate a speedy resolution of your problem.
Your personal account representative will be available to you during standard business hours (8:00 AM through 5:00 PM local time). During all other times, backup ISC personnel will be able to help answer your questions.
As a premier customer the support center staff is constantly watching over your network, monitoring changes in status and responding proactively to problems before they impact network operations.
StrataCom's real-time, relational, learning-based database engine is available to customers through access to FastPacket Online. With FastPacket Online you can get information about new software releases and revisions, get the latest in technical "how-to" tips, search for information on a specific topic, or create management reports. Plus, FastPacket Online is constantly updated to contain details about all known software, hardware, and firmware bugs.
On-site coverage is available to Premier customers from Monday through Friday 8:00 AM to 5:00 PM local time. This service is provided with a next day response guarantee.
Premier support keeps your network current by providing access to all software, firmware and network management releases. FastPacket Online allows you to download these software and firmware releases as you desire.
If a problem is identified with any of your StrataCom hardware, a replacement unit will be delivered to you and installed the following day.
As a Premier support customer you will receive, upon request, copies of all the latest documentation covering your StrataCom network operations and StrataView Plus network management. Additionally, you will receive quarterly technical bulletins summarizing information about bug fixes, software releases, and common customer questions and answers.
Proactive support for your StrataCom network extends to the ongoing process of keeping your network up to date and tuned for optimal performance. Premier support provides StrataCom's expert assistance in the planning and execution of hardware, software, and firmware updates to your network. In addition, you will receive an annual network audit. This audit will provide a review of account activity, a report on any outstanding technical issues, and will recommend ways for you to increase overall network efficiency.
Telephone Support:
FastPacket Online:
Software Support:
On -Site Support:
Technical Updates:
StrataCom Assist Services:
StrataCom's real-time, relational, database-FastPacket Online (FPO2)-is now a read-only database containing historical data on cases that were closed prior to September 5, 1996. Use the website address http://www.stratacom.com
For current cases or cases closed between September 5 and October 5, 1996, go Cisco Connection Online (CCO). For information on support through the Cisco Website, select Service and Support at http://www.cisco.com.
Insert the IGX Component Inventory (taped on the rear of the enclosure) on this page, for future use when returning units for exchange.
|
|