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Cisco Meraki Support. Searchable Online Documentation. Our online documentation system includes installation guides and manuals, is easily searchable, and allows you to quickly find information. View Documentation. Meraki Support Includes. Enterprise support at no additional cost. Cisco Meraki’s simple, all- inclusive pricing includes enterprise- class phone support. We will help you deploy your first network or troubleshoot global network issues and other unforeseen emergencies at no additional cost. Deep expertise and fanatical service. Our support engineers have deep expertise in enterprise networking and wireless design. The Cisco Meraki support team sits alongside the engineers who build Cisco Meraki products, providing a wealth of expertise. Real time cloud- based support tools. Cisco Meraki support engineers use real time web- based tools to securely and quickly diagnose and troubleshoot your network, providing the speed and service of an on- site visit without the hassle. The best support call is the one you don't have to make. Cisco Meraki self- provisioning hardware, automatic firmware updates, automatic network optimization, intuitive user interface and built- in contextual help dramatically reduce support incidents, providing reliable and hassle free enterprise networking. Case- based support viewable in dashboard. Firmware and software upgrades and updates. All processes outlined throughout this page apply to all Cisco Meraki products. Cisco Meraki's general philosophy is to. Provide the highest quality and fastest possible support directly to Cisco Meraki customers. Deliver customer satisfaction; internally, the Cisco Meraki support team is evaluated on their customer satisfaction metrics and are responsible for delivering consistent measured customer satisfaction. Ensure Cisco Meraki authorized resellers are properly supported during field installations and troubleshooting activities, assuming the support request is in regards to a currently licensed Meraki product. Effectively track and coordinate customer interactions and support activities. Meraki Support Paradigm. Development of Windows Vista occurred over the span of five and a half years, starting in earnest in May 2001, prior to the release of Microsoft's Windows XP. Enterprise support at no additional cost. Cisco Meraki’s simple, all-inclusive pricing includes enterprise-class phone support. We will help you deploy your first. All customers have an explicit support owner at all times. Normally this is a Cisco Meraki support team member; however, during pre- sales product it could be a Cisco Meraki Systems Engineer, VAR, or other field sales resource. All legitimate support requests are the responsibility of Cisco Meraki Support until closure, unless there is explicit agreement between Meraki Support and the customer to transfer management of the case to another party. Unless discussed and agreed to by Cisco Meraki Support, all customer support communication flows through the Cisco Meraki Support Team. This ensures. Proper case management and recording. Proper follow up is achieved throughout case lifecycle. Customer satisfaction is the responsibility of the Cisco Meraki Support Team. If a case is reassigned to another Meraki resource, or a Cisco Meraki authorized reseller, Cisco Meraki reserves the right to expect timely response from that party or Meraki Support may intervene to ensure customer satisfaction. Privacy. The Cisco Meraki cloud management platform provides Support engineers with rich visibility into customer networks, resulting in faster diagnosis and resolution of cases. Our policies, outlined below, ensure that customer information is only accessed with prior consent, for the purposes of resolving a support case. Support will not view customers' network configuration without prior consent. Support will not modify customers' network without prior consent. On rare occasions, support may view network status without prior notice to identify and diagnose system- wide issues. In these cases, network configuration information, including security settings and policies, will not be accessed. Customers may remove Support's access to a network entirely by selecting . Once checked, Support will not be able to access any aspect of the network. Customers will need to uncheck this box if technical assistance is required. Hours and SLAs. Meraki support operates 2. San Francisco, London, and Sydney. Customers may open an unlimited number of support cases with the purchase of any device license, and can contact Meraki by phone or email. End customers (i. In the extremely unlikely event of a cloud infrastructure interruption, user traffic and data continues to flow, and Meraki Support provides an emergency support SLA of 1. Delivery times to certain countries or remote destinations can vary. Pro Networks. For Hours/SLA information on legacy Meraki “Pro” networks, please contact Meraki Support. Generally, escalations are major issues that require notification and/or intervention by key portions of the company in order to ensure timely issue resolution. These include standard questions on network configuration or functionality, network enhancement requests, or documentation clarification. Other severe product issues may generate an escalation at the discretion of Cisco Meraki personnel listed above. Customer satisfaction related matters: failure to fully satisfy the customer may generate a case escalation. Notification list and notification methodology. In the event that a case is escalated, the following persons will be notified and kept apprised of the issue until de- escalation. Tier 1. The Customer. Customer’s Account Representative. Customer’s Systems Engineer. Techical Support Engineer owning the case. Tier 2. Director of Services. Engineer owning any associated bug/feature. Tier 3. V. P. Advance replacement orders will ship within 1 business day. All Cisco Meraki hardware products come with either a one- year or lifetime warranty, as specified on the relevant Cisco Meraki data sheet. In the event a customer RMA request is approved, Cisco Meraki will email an RMA number and a return shipping label free of charge. Any replacement unit will ship within five business days of receiving defective units as stock allows. If no defect is found, the RMA request will be rejected and the customer will be notified. Policies. Product End- of- Life (EOL) Policy. Cisco Meraki may find it necessary to discontinue products for a number of reasons, including product line enhancements, market demands, technology innovation, or the products simply mature over time and are replaced by functionally richer products. We have set our end- of- life (EOL) policy to help customers better manage their product end- of- life transition. When a product reaches EOL, Meraki is committed to communicating important milestones throughout the EOL period. On the end of sale date, discontinued hardware products are removed from the price list and are no longer available for purchase. Cisco Meraki typically provides support for a given product for a period of seven (7) years after the EOS date. Hardware products come with either a one year or lifetime warranty, as specified on the relevant Cisco Meraki data sheet. To request a return materials authorization (RMA), please complete the RMA request form in the Meraki dashboard. If your RMA request is approved, Cisco Meraki will email you an RMA number and a return shipping label free of charge. We will ship replacement units within five business days of receiving your defective units. If no trouble is found, we will contact you before taking further action. If you require advance replacement, please call Cisco Meraki technical support. Advance replacement orders will ship within 1 business day. Additional information about Cisco Meraki’s hardware warranty can be found in Cisco Meraki’s End Customer Agreement. Meraki Now. If you require replacement of Meraki products covered by Meraki Now services, please call Meraki technical support and request Meraki Now advance replacement. Please include the Meraki Now service tier and affected device serial number (SN) with your request. Product Trial Returns. If you would like to return units from a product trial, please go to your product trial webpage (using the link your rep provided you with) and go to the returns tab to fill out the RMA request form. If your trial hardware was shipped to the US, Canada, or an EU member country you will also be able to print out a return shipping label and ship the product back to Cisco Meraki at no charge to you. Refund Requests. If you are dissatisfied with your Cisco Meraki purchase for any reason, you may return your order for a full refund. All returns must meet the following criteria: You purchased the product through an authorized Cisco Meraki reseller or direct from Cisco Meraki. You are the original purchaser of the product. You submit your refund request within 3. The product is in new condition, including all accessories in the original packaging. To request a refund, please complete our RMA request form. If your refund request is approved, Cisco Meraki will email you an RMA number. In order for the refund to be accepted and processed, Meraki must receive the hardware you are returning no later than 3. RMA number is issued. Once we have received and inspected the units, we will process your return. If you purchased through a Cisco Meraki reseller, your refund will be issued by that reseller. If you purchased directly from Cisco Meraki, we will issue a refund, typically within 1. If you paid by any other method, we will send you a check.)From time to time Cisco Meraki offers special refund terms. If your return is covered by special terms, please reference those terms on your RMA request. Please contact Cisco Meraki directly for all returns, including product purchased through distributors or resellers. Shipment Preparation. Please return units in their entirety. That is, include all power supplies, antennas, and other components along with the original product box. Please use the original shipping carton and packaging material. If this is not possible, use another shipping carton with padding to protect the units from damage during shipping. DO NOT ship a product without a carton.
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