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<DIV dir=ltr align=left><SPAN class=877470123-28022009><FONT face=Arial
color=#0000ff size=2>Hi Greg,</FONT></SPAN></DIV>
<DIV dir=ltr align=left><SPAN class=877470123-28022009><FONT face=Arial
color=#0000ff size=2></FONT></SPAN> </DIV>
<DIV dir=ltr align=left><SPAN class=877470123-28022009><SPAN
class=454145922-28022009><FONT face=Arial color=#0000ff size=2>I would be
ringing my Cisco account manager for an escalation.</FONT></SPAN></SPAN></DIV>
<DIV dir=ltr align=left><SPAN class=877470123-28022009><SPAN
class=454145922-28022009><FONT face=Arial color=#0000ff size=2>Is there any way
you can upgrade the maintenance to include local
spares?</FONT></SPAN></SPAN></DIV>
<DIV dir=ltr align=left><SPAN class=877470123-28022009><SPAN
class=454145922-28022009></SPAN></SPAN><SPAN class=877470123-28022009><SPAN
class=454145922-28022009><FONT face=Arial color=#0000ff
size=2></FONT></SPAN></SPAN> </DIV>
<DIV dir=ltr align=left><SPAN class=877470123-28022009><SPAN
class=454145922-28022009><FONT face=Arial color=#0000ff size=2>We have 2 core
routers in NZ where Cisco maintain spares in Auckland in case of
failure.</FONT></SPAN></SPAN></DIV>
<DIV dir=ltr align=left><SPAN class=877470123-28022009><SPAN
class=454145922-28022009><FONT face=Arial color=#0000ff
size=2></FONT></SPAN></SPAN> </DIV>
<DIV dir=ltr align=left><SPAN class=877470123-28022009><SPAN
class=454145922-28022009><FONT face=Arial color=#0000ff
size=2></FONT></SPAN></SPAN> </DIV>
<DIV dir=ltr align=left><SPAN class=877470123-28022009><SPAN
class=454145922-28022009><FONT face=Arial color=#0000ff
size=2>Cheers.</FONT></SPAN></SPAN></DIV>
<DIV class=Section1>
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style="FONT-SIZE: 10pt; FONT-FAMILY: 'Verdana','sans-serif'; mso-fareast-font-family: 'Times New Roman'; mso-bidi-font-family: 'Times New Roman'"><BR><BR>Regards, <BR> <BR> <BR></SPAN><B><SPAN
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999<BR>[e] <A href="mailto:Darren.Moss@em3.com.au"><SPAN
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<P class=MsoNormal><o:p> </o:p></P></DIV>
<DIV> </DIV><BR>
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<HR tabIndex=-1>
<FONT face=Tahoma size=2><B>From:</B> ausnog-bounces@lists.ausnog.net
[mailto:ausnog-bounces@lists.ausnog.net] <B>On Behalf Of </B>Greg
M<BR><B>Sent:</B> Sunday, 1 March 2009 12:25 AM<BR><B>To:</B>
ausnog@ausnog.net<BR><B>Subject:</B> [AusNOG] Cisco Support &
RMA/Replacement Feedback<BR></FONT><BR></DIV>
<DIV></DIV>
<DIV class=Section1>
<P class=MsoNormal>Hi All,<o:p></o:p></P>
<P class=MsoNormal><o:p> </o:p></P>
<P class=MsoNormal>Does anyone here have any feedback on the Cisco RMA /
Replacement process?<o:p></o:p></P>
<P class=MsoNormal><BR>We have a Cisco ASA 5510 device under a 24x7x4 Service
Contract, and after the ASA crashed and failed to reboot an RMA was raised on
Friday. A new device was shipped from Sydney as there was no Stock in Perth and
it arrived at 2pm today.<o:p></o:p></P>
<P class=MsoNormal><o:p> </o:p></P>
<P class=MsoNormal>Upon unboxing the new unit and powering it on, it came
without any IOS on the compact flash card, and when I attempted to push some
firmware onto it via TFTP it refused to recognise or read the flash system. I
have tried a few more flash cards and still the same result. We have just raised
a second RMA for the 5510 and the Engineer at Cisco advised there was no more
stock in Australia and they would have to ship some in from overseas which could
take 2 days.<o:p></o:p></P>
<P class=MsoNormal><o:p> </o:p></P>
<P class=MsoNormal>The ASA is our company’s core VPN device for our remote
offices in Dubai and Abu Dhabi, and thus they are due to start work tomorrow
without 3 days of email and access back to our corporate networks (Financials
etc). Is this a regular occurrence? If so it makes sense to just have a second
device away in storage rather than having to depend on Cisco’s RMA
process?<o:p></o:p></P>
<P class=MsoNormal><o:p> </o:p></P>
<P class=MsoNormal>Thanks,<o:p></o:p></P>
<P class=MsoNormal><o:p> </o:p></P>
<P class=MsoNormal>Greg<o:p></o:p></P></DIV></BODY></HTML>