Cisco MCS 7800 Series Technical Information PDF herunterladen (Seite 56)

Ordering Guide

Important Notes on Cisco MCS 7800 Service and Support

The following applies only to Cisco branded servers and not to exact match equivalents purchased directly from

HP/IBM. Contact Cisco Customer Advocacy Service Logistics and Product Support Engineering for additional details.

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Cisco MCS 7800 servers are supported by the OEM vendors (HP/IBM) with Cisco TAC acting as the

intermediary. The strategy is to always attempt component replacement first, with whole-box replacement as a

last resort at Cisco’s discretion. Full server RMAs should therefore be rare and not occur on a regular basis.

This policy is not a new one, but some TAC organizations and channel partners are being reeducated.

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For the Cisco MCS 7800, Cisco strongly suggests that customers consider purchasing a hardware

maintenance and support contract that includes Onsite Support.

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If the OEM Vendor recommends Component replacement for a server, a technician from the OEM Vendor is

dispatched only if the Customer has purchased a Cisco Service Contract that includes Onsite coverage on

that MCS Server. If a Customer contract does not include Onsite coverage, no OEM Vendor technician will be

dispatched to assist with the component replacement, and Customers are responsible for replacing the

component. This directive includes all replaceable components inside a server, such as a

motherboard/system board, which can be extremely difficult and time-consuming to replace.

●

Cisco MCS 7800 servers that are under Warranty but are not covered with a contract that includes Onsite

support will not receive Onsite support from the OEM Vendors via Cisco TAC.

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If a Customer does not purchase Onsite contracts but wants to add this coverage later, the customer may do

so by contacting Cisco Service Relations to make the arrangements.

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Repair/replacement of components or full-box RMAs are available only for Cisco MCS 7800

models/generations that are before their hardware End-of-Support (or Last-Date-of-Support) date (this date is

per standard Cisco policy 5 years after hardware End of Sale). Even if a customer’s maintenance and support

contract extends past this date, Cisco will still not support the hardware past its Last Date of Support. For

example, if the MCS model/generation Last Date of Support is in March, your Cisco SMARTnet contract end

date is December. Cisco will not repair/replace that MCS if the problem occurs in April or later. Note that

UCSS and Cisco UWL are software items and do not affect this hardware support policy.

●

Prior to Cisco MCS 7800 Last Date of Support, if Cisco Customer Advocacy Service Logistics finds its depot

inventory getting low, a “same or better” policy is applied for Cisco MCS 7800 problems found to require a

hardware RMA. For example, this requirement is usually caused by a generation change such as -H3/I3

replaced with -H4/I4. This scenario assumes that the customer has correct contract coverage as detailed

above, and that the hardware is before its Last Date of Support. In the rare case that an identical replacement

is not available, Cisco Product Management will advise Customer Advocacy Service Logistics on the

migration device to use.

5.2 New Hardware

See the “decoder ring for Cisco MCS 7800 product IDs” in section 5.1 for an explanation of which MCS 7800 SKUs

go with which UC applications.

You can use the rest of this checklist if you are ordering MCS 7800 for these UC applications.

• Cisco Unified Communications Manager

• Cisco Unified Communications Manager Session Management Edition

• Cisco Emergency Responder

• Cisco Intercompany Media Engine

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