[AusNOG] Cisco Support & RMA/Replacement Feedback

[Darren Moss]

Hi Greg,
 
I would be ringing my Cisco account manager for an escalation.
Is there any way you can upgrade the maintenance to include local
spares?
 
We have 2 core routers in NZ where Cisco maintain spares in Auckland in
case of failure.
 
 
Cheers.



Regards, 
 
 
Darren Moss
General Manager, Director 
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________________________________

From: ausnog-bounces at lists.ausnog.net
[mailto:ausnog-bounces at lists.ausnog.net] On Behalf Of Greg M
Sent: Sunday, 1 March 2009 12:25 AM
To: ausnog at ausnog.net
Subject: [AusNOG] Cisco Support & RMA/Replacement Feedback



Hi All,

 

Does anyone here have any feedback on the Cisco RMA / Replacement
process?


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.

 

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.

 

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?

 

Thanks,

 

Greg

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