R e s o u r c e G u id e
Order Management Process
C is c o W o r ld w id e C u s to m e r S e r v ic e a n d S u p p o r t O p e r a tio n s
Table of Contents
Setting Expectations..........................................................................................................................1
Expedite Process ..............................................................................................................................1
H olds and H ow to M anage H olds ......................................................................................................3
Export Compliance ............................................................................................................................3
D eal ID / Special D iscou nt...................................................................................................................5
H ow to Ch ange O rders......................................................................................................................5
Cancellation.......................................................................................................................................5
Region/ Th eatre..................................................................................................................................6
D ollar Th resh old ................................................................................................................................6
M is-sh ipments ...................................................................................................................................6
Under-sh ipments ...............................................................................................................................7
O v er-sh ipments .................................................................................................................................7
D amaged/ L ost Sh ipments .................................................................................................................8
Usefu l L ink s.......................................................................................................................................9
S etti ng E x p ec tati ons
Th e Cisco Lead Times Tool h elps Cu stomers/ Partners plan th eir orders w ith Cisco b y allow ing
th em to ob tain u pdated and estimated lead times on Cisco produ cts. Th ey can search eith er b y
produ ct family , produ ct nu mb er or a comb ination of b oth to get th e latest estimated lead times
information b efore placing an order.
Terms and Conditions of Lead Times Tool
L ead times are q u oted in calendar day s, and th e L ead Times Tool display s an estimate of th e
calendar day s req u ired to fu lfill an order for Cisco produ cts. Th is inclu des th e order processing,
produ ct manu factu ring and sh ipment preparation ph ases. Estimated lead time does not inclu de th e
time req u ired for sh ipping or deliv ery from Cisco to th e final sh ip-to location.
Th e lead time information sh ow n may ch ange u ntil an order h as b een receiv ed and processed b y
Cisco. Cisco estimates th e lead time for a particu lar produ ct b ased on th e av erage lead time for
th at produ ct in th e past 30 day s. O nly th e Total Estimated L ead Time inclu des all processes from
ordering to sh ipment from th e estimated lead. Certain exceptions may cau se an order’s actu al lead
time to b e different th an th e estimated lead time sh ow n in th e L ead Times Tool.
E x p ed i te P r oc ess
An expedite is a req u est to improv e a promise date on a Cu stomer/ Partner sales order/ sh ip set.
Placing a req u est for an expedite sh ou ld only b e done w h en ab solu tely necessary , and th ese
req u ests are carefu lly considered on a case-b y -case b asis. Cisco Cu stomer Serv ice and Su pport
O perations w ill mak e ev ery effort to accommodate u rgent cu stomer req u ests to meet th eir
netw ork ing needs w h enev er possib le.
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R e s o u r c e G u id e
W h en to Ex p edite?
Cisco attempts to accommodate Cu stomers/ Partners w h o are in an exceptional situ ation and
u rgently need th eir order expedited.
As a gu ideline, an exceptional situ ation may fall into one of th ese general areas:
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●
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Ch anges in critical proj ect timelines
Promise date is mu ch greater th an pu b lish ed lead time
Y ear-end b u dget constraints
It is not recommended to u se expediting for th e follow ing reasons:
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Cu stomer/ Partner netw ork is dow n ( Th ey sh ou ld instead contact th e Cisco Tech nical
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Promise date is eq u al to or less th an pu b lish ed lead time
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Assistance Center ( TAC) and prov ide th em th eir serv ice contract information.)
Cu stomer-initiated ch ange th at altered th e promise date
Inv entory management
W h o Can Req u est an Ex p edite?
Cisco recommends th at th e Cu stomer/ Partner contact( s) au th oriz ed to pu rch ase Cisco produ cts
are th e same contact( s) au th oriz ed to req u est an expedite. If Cu stomers/ Partners w ish to only allow
certain people w ith in th eir companies and w ith in Cisco to req u est expedites, th ey sh ou ld contact
Cisco Cu stomer Serv ice and Su pport O perations w ith th e au th oriz ed contacts and Cu stomer
Serv ice and Su pport O perations w ill u pdate th eir profiles accordingly . With in Cisco, employ ees
assigned to a Cu stomer’s/ Partner’s accou nt—accou nt managers, ch annel accou nt managers and
Cu stomer Serv ice and Su pport O perations professionals—w ill b e allow ed to req u est an expedite
on th e Cu stomer’s/ Partner’s b eh alf.
Tw o Typ es of Ex p edites
Standard Expedite
A standard expedite can b e req u ested b y th e Cu stomer/ Partner in an e-mail sent to cs-su pport-
emea@
latam@
cisco.com, cs-su pport-u s@
cisco.com, cs-su pport-apj @
cisco.com, cs-su pport-canada@
cisco.com or cs-su pport-nih on@
cisco.com, cs-su pport-
cisco.com u sing k ey w ord
EX PED ITE in th e e-mail su b j ect line. Standard expedites are u sed for sh ip sets th at D O
N O T
G lob al Contact Center ( G CC) w ill in f or m t h e C u st omer / P ar t n er if an it em is on E I S
an d a V P
contain produ cts on Exceptional Items Statu s ( EIS) or produ cts th at h av e b een recommitted. Th e
ex p edit e is r eq u ir ed.
Execu tiv e Escalation
An Execu tiv e Escalation is an expedite req u est th at h as Exceptional Items Statu s ( EIS) statu s or
h as b een assigned a new produ ct h old. Cu stomers/ Partners can only req u est an Execu tiv e
Escalation th rou gh a Cisco accou nt manager, w h o can decide w h eth er to proceed w ith th e
Execu tiv e Escalation. If an accou nt manager proceeds, h e/ sh e mu st su b mit a v alid b u siness case
for V P and M anu factu ring approv al. N ote th at produ cts w ith EIS statu s are u nder sev ere material
constraint and Cu stomers/ Partners sh ou ld set th eir expectations of su ccess accordingly . Execu tiv e
Escalation is also u sed to expedite recommitted produ ct.
H ow
to “ F ast Trac k ” an Ex p edite Req u est
Prov iding th e follow ing information to th e Cu stomer Serv ice and Su pport O perations G lob al
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R e s o u r c e G u id e
Contact Center ( G CC) w ith an expedite req u est w ill allow Cisco to process a req u est q u ick ly and
assess any possib le alternativ es:
●
●
●
●
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●
Cisco Sales O rder N u mb er or Pu rch ase O rder N u mb er
Sh ip Set N u mb er
M ost critical item( s) req u ested for expedite
Acceptab le expedite req u est date range ( b oth earliest and latest dates)
Upgrade F reigh t Serv ice allow ed: Express ( 2 -3 day s) or Premiu m ( O v ernigh t)
Early Sh ipments ( ESF ) or Partial Sh ipments allow ed
Helpful tip: Copy and paste these items into the Problem Description field of the Case M anag ement
T ool for a faster response!
K ey Points/ Tips to Improv e Ch ances of Su ccess:
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Expedites mu st b e placed at sh ip set lev el.
Expedites cannot b e req u ested on partial line q u antities or specific lines on a sh ip set.
Consider splitting lines into smaller lines on separate sh ip sets.
Remov e EIS/ N ew Produ ct h old items to separate sh ip sets.
Early/Partial S h ip F lag F ields
If a Cu stomer/ Partner su b mits an order w ith eith er th e Early Sh ip F lag ( ESF ) or Partial Sh ip F lag
( PSF ) field set to N, Cisco w ill ch ange b oth fields to Y to process th e expedite req u est. Th is means
th at Cisco can sh ip th e order/ sh ip sets early , and th e Cu stomer/ Partner agrees to receiv e partial
sh ipments and related inv oices and to pay th ese inv oices according to th eir standard pay ment
terms. All oth er terms applicab le to th e order sh all b e as set ou t in any applicab le contract a
Cu stomer/ Partner h as w ith Cisco or conditional u pon and in accordance w ith standard Cisco Terms
of Sale.
F or all eligib le expedite req u esters su b mitting orders w ith th e ESF and/ or th e PSF set to Y, th e
Cisco policy remains u nch anged and th e req u est w ill b e processed as normal.
Hold s and How
to Manag e Hold s
O rder h olds applied du ring processing may resu lt in an order h av ing a longer lead time th an th e
estimate sh ow n in th e L ead Times Tool. A h old can b e applied for sev eral reasons. If a
Cu stomer/ Partner is u nclear of th e natu re of th e h old and h ow to h av e it released, th ey sh ou ld
contact th e G CC. Th e team w ill w ork to get th e h old released. It may req u ire h elp from a Cu stomer
Serv ice professional.
E x p or t Com p li anc e
Wh en an order is on “ export h old,” a Cu stomer/ Partner sh ou ld su b mit a Written Assu rance and
th en contact th e pro-export@
All contents are Cop y ri g h t ©
cisco.com team to get th e export h old released.
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S ing ap ore
To meet export compliancy w h enev er certain strategic controlled produ cts are eith er pu rch ased in
or sh ipped th rou gh Singapore, Cisco Cu stomers/ Partners mu st prov ide end u ser information and
an export license granted b y th e Singapore gov ernment for any orders of identified produ cts th at
h av e b een sh ipped th rou gh th e Singapore Strategic L ogistics Center ( SL C). Th is new req u irement
applies to all non-retail orders for th e identified items th at trav el th rou gh th e Singapore SL C.
D istrib u tion cu stomers placing retail orders can identify th eir company as th e end u ser.
To ensu re th at all Cisco sh ipments meet th e new req u irements, all orders th at inclu de th e identified
produ cts w ill b e placed on Export h old after th e order h as b een placed. Th is h old means th at th e
produ ct can b e b u ilt, b u t w ill not b e released for sh ipping u ntil th e h old is released. To release th e
h old and ensu re th at produ cts are sh ipped to th eir final destination, th e follow ing steps mu st b e
tak en for each order containing th e identified produ cts:
1.
2 .
3.
4 .
5.
6.
Cu stomers mu st complete an End User Statement on th e end u ser’s company letterh ead. Th is
sh ou ld b e mailed 2 4 – 4 8 h ou rs after th e order is b ook ed.
Partners sh ou ld send th e completed cu stomer form to Bax G lob al Singapore v ia e-mail.
Bax G lob al w ill v erify th at th e statement is complete/ v alid and send a confirmation e-mail to th e
Partner w ith in 4 8 h ou rs of receipt of th e completed form.
Wh en a Partner receiv es confirmation from Bax G lob al, th ey need to send th e signed original
to Bax G lob al.
Upon receipt of b oth th e completed docu ment and th e ph y sical goods at Singapore SL C, Bax
G lob al w ill electronically apply for th e Export L icense permit from th e Singapore gov ernment.
Th e gov ernment sh ou ld prov ide confirmation w ith in th ree day s.
O nce th e permit is granted and approv al giv en, Bax G lob al w ill notify th e Progeon Export team
th at th e export h old can b e released and th e produ cts are av ailab le to sh ip.
If Cu stomers/ Partners b eliev e th at th eir order sh ou ld b e released, th ey can contact pro-export-
team@
cisco.com directly . If Cu stomers/ Partners or Sales h av e q u estions on th is process th e can
contact th e Export team at export@
cisco.com.
H ong K ong
Encry ption produ cts are controlled u nder th e Wassenaar Arrangement ( WA), an international
control regime ov erseeing th e controls of mu nitions list items and du al-u se goods and tech nology .
By implementing licensing control on strategic commodities, H ong K ong closely follow s th e controls
adopted b y th e international control regimes.
According to th e cu rrent control maintained b y th e WA, encry ption produ cts w ith a sy mmetric k ey
length ab ov e 56 b its are su b j ect to control. Import and export of su ch encry ption items are su b j ect
to licensing control u nder th e Import and Export ( Strategic Commodities) Regu lations of H ong
K ong. Th is inclu des sy stems, eq u ipment and components, test, inspection and produ ction
eq u ipment, softw are and tech nology .
Cisco Cu stomers/ Partners mu st also su b mit a new ly designed cry ptograph y q u estionnaire ( in PD F
format) along w ith th eir license or pre-classification applications.
If Cu stomers/ Partners h av e q u estions ab ou t licensing req u irements for encry ption produ cts, th ey
may call 2 398 5639. F or specific tech nical q u estions or matters concerning classification of th e
goods and th e pre-classification serv ice, th ey may contact th e general enq u iry desk of th e Strategic
Trade Controls Branch at 2 398 5587. Q u estions can also b e sent b y fax to 2 396 30 70 or b y e-mail
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R e s o u r c e G u id e
to stc@
tid.gov .h k .
D eal I D / S p ec i al D i sc ou nt
A D eal ID is an agreed discou nt rate b etw een th e Cu stomer/ Partner and th e Cisco accou nt
manager. It is req u ired on all non-standard, direct and one-tier, price-dev iated orders ( discou nt w ith
non-standard terms and conditions). Cu stomers/ Partners sh ou ld contact th eir Cisco accou nt
manager or ch annel accou nt manager for more information. Wh en su b mitting an order u sing th e
Cisco O rdering Tool, th e Cu stomer/ Partner selects “ Standard” order ty pe and enters th e approv ed
D eal ID in th e D eal ID
main order form.
How
field at th e H eader L ev el and th e discou nt rate to th e discou nt colu mn in th e
to Ch ang e O r d er s
D epending on w h ere th e Cu stomer’s/ Partner’s order is in th e manu factu ring cy cle and th e ty pe of
ch ange req u est, Cu stomers/ Partners may ch ange an existing order b y u sing one of th e follow ing
options:
●
Ch ange O rder Tool
Th is tool enab les u sers to su b mit req u ests q u ick ly and easily – 2 4 h ou rs a day , sev en day s
a w eek . See th e Internet Commerce modu le for more details.
●
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Case M anagement Tool
E-mail
Use Cu stomer Serv ice and Su pport O perations’ regional e-mail addresses.
●
Ph one
Use Cu stomer Serv ice and Su pport O perations’ regional ph one nu mb ers.
Canc ellati on
United S tates, Canada, Latin Americ a, Eu rop ean and Emerg ing M ark ets, Asia Pac ific
All sales are final. Th at means once an order is b ook ed, it is firm. Cisco w ill, h ow ev er, accept
cancellation req u ests more th an 10 w ork ing day s from th e promise date of th e req u ested sh ip set.
Any cancellation req u est su b mitted less th an 10 day s from th e promise date w ill already b e in
manu factu ring and w ill not b e accepted b y Cisco.
If th e line to b e cancelled is too far in th e ordering cy cle, it w ill first need to b e retu rned to its
manu factu ring location th rou gh th e u ndispatch process, w h ich can tak e more th an 30 day s to
complete. Th e line w ill remain on cancellation h old u ntil it is u ndispatch ed, and only th en w ill it b e
possib le to cancel it in th e sy stem.
Wh en Cu stomers/ Partners req u est cancellations th at are greater th an th e approv ed th resh old
amou nt, th e order line is pu t on “ au to cancellation h old” and cancelled on th e eigh th day . Th e
reason for th is is to prov ide v isib ility of large cancellations. Tab le 1 lists th e minimu m dollar
th resh olds for each region.
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R e s o u r c e G u id e
Table 1.
M in im u m
D o lla r T h r e s h o ld s fo r E a c h R e g io n
Region/Theatre
D ol l ar Thres hol d
Uni ted S tates
US $ 10 0 , 0 0 0
Canad a
US $ 50 , 0 0 0
Au strali a
US $ 25, 0 0 0
Asi a P aci f i c and J ap an, ex clu d i ng Au strali a
US $ 25, 0 0 0
E u rop ean and all E m erg i ng M ark ets
US $ 50 , 0 0 0
Jap an
F or cancellation information specific to J apan, Cu stomers/ Partners sh ou ld contact Cisco Sales to
req u est approv al for cancellation b efore canceling th e order.
Mi s-sh i p m ents
Wh en sh ipped produ cts do not match th ose ordered and inv oiced in th e original pu rch ase order,
Cu stomers/ Partners can u se th e Case M anagement Tool or contact th e G lob al Contact Center v ia
ph one or e-mail to inform Cisco w h eth er th ey w ant to k eep or retu rn th e mis-sh ipped items.
K eep ing M is-sh ip p ed I tems
If Cu stomers/ Partners w ant to k eep th e items Cisco h as mis-sh ipped, th ey sh ou ld send an e-mail
stating th at req u est to th e follow ing addresses b ased on th eir region:
●
●
●
●
●
●
Eu rop ean and Emerg ing M ark ets ( ex c lu ding Latin Americ a) : cs-su pport-
emea@
cisco.com u sing k ey w ord EM EAM ISSH IP in mail su b j ect line.
Asia Pac ific : cs-su pport-apj @
Jap an: cs-su pport-nih on@
United S tates: cs-su pport@
cisco.com, ( no specific k ey w ord)
cisco.com u sing k ey w ord: M ISSH IP in su b j ect line.
Canada: cs-su pport-canada@
cisco.com u sing k ey w ord: M ISSH IP in mail su b j ect line
csico.com u sing k ey w ord: M ISSH IP in su b j ect line
Latin Americ a: cs-su pport-latam@
cisco.com u sing k ey w ord: M ISSH IP in su b j ect line
If th e information is v alidated, th e G CC initiates an inv oice-only order for th e mis-sh ipped items.
Retu rning M is-sh ip p ed I tems
If Cu stomers/ Partners w ant to retu rn th e items Cisco mis-sh ipped, th ey sh ou ld send an e-mail
stating th at req u est to th e appropriate regional e-mail. Th e case w ill b e inv estigated, and if all th e
information is v alidated, an RM A for credit w ill b e created for th e produ ct on th e original order and a
replacement order at $ w ill b e generated.
Th e mis-sh ipped part mu st b e retu rned to th e appropriate address for each region, and th e RM A
nu mb er sh ou ld b e clearly q u oted on all sh ipping docu mentation and clearly mark ed on ev ery b ox.
Retu rn Addresses
Eu ropean and Emerging M ark ets, except L atin America
Cisco Sy stems International BV
C/ O
ACR L ogistics
H eib loemw eg 5
570 4 BS H elmond
N eth erlands
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R e s o u r c e G u id e
United States, Canada and L atin America
Cisco Sy stems, Inc
C/ O
Solectron Serv ice O perations
950 0 M etric Blv d
Su ite 2 0 0 , D ock W3,W4 ,W5,W6
Au stin, Texas 78758
United States
U nd er -sh i p m ents
Wh en items are missing from inside th e b ox ( e.g. cab le, docu mentation) or w h en Cisco h as
sh ipped few er b oxes th an inv oiced and proof of deliv ery su pports th ese instances, an u ndersh ipment h as occu rred.
Rep orting an Under-sh ip ment
To report an u nder-sh ipment, Cu stomers/ Partners sh ou ld contact th e G CC v ia e-mail, ph one or
Case M anagement Tool detailing th e follow ing information:
●
●
●
Sales order nu mb er
Serial nu mb er of u nit
M issing item part code or missing item description if no part code is av ailab le
Th e G CC w ill inv estigate and respond to req u ests from th e Cu stomer/ Partner, and if all information
is v alidated and it is possib le to send/ install th e missing item, a replacement order at $0 w ill b e
created.
If th e req u est is v alidated and th e missing item cannot b e sent, a credit memo w ill b e issu ed if all
oth er alternativ es h av e b een exh au sted.
* Please note if th e Cu stomer/ Partner h as receiv ed an u nder-sh ipment and th e proof of deliv ery
confirms th at Cisco h as sh ipped th e correct amou nt of b oxes, th is is defined as a L ost Sh ipment.
Refer to th e D amaged/ L ost Sh ipments section th at follow s on h ow to proceed.
O v er -sh i p m ents
Wh en Cu stomers/ Partners receiv e more produ cts th an originally ordered on th e PO , and th eir
inv oices do not coincide w ith w h at h as b een sh ipped, th ey may ch oose to k eep or retu rn th e ov er-
sh ipped items.
K eep ing O v er-sh ip p ed I tems
If Cu stomers/ Partners w ant to k eep th e items Cisco ov er-sh ipped, th ey sh ou ld send an e-mail to
th e appropriate Cu stomer Serv ice and Su pport O perations region regional su pport e-mail to find
ou t if th ey h av e produ cts intended for anoth er cu stomer. If th e produ cts do not b elong to anoth er
cu stomer, an inv oice-only order w ill b e initiated for th e ov er-sh ipped produ ct. If th e produ cts do
b elong to anoth er cu stomer, th en Cisco w ill arrange a re-rou te of th e ov er-sh ipped produ ct to th e
correct cu stomer.
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Retu rning O v er-sh ip p ed I tems
If Cu stomers/ Partners do not w ant to k eep th e items Cisco ov er-sh ipped, th ey sh ou ld send an e-
mail to th e appropriate Cu stomer Serv ice and Su pport O perations region regional su pport e-mail.
●
●
●
Th e case w ill b e inv estigated to resolu tion, and an RM A w ith ou t credit w ill b e created.
Th e mis-sh ipped part mu st b e retu rned to th e address detailed u nder “ M is-sh ipments.”
Th e RM A nu mb er sh ou ld b e clearly q u oted on all sh ipping docu mentation and clearly
mark ed on ev ery b ox.
D am ag ed / L ost S h i p m ents
Cisc o-Rou ted Log istic s O p tion
Eu ropean and Emerging M ark ets, except L atin America
F or any Cisco-rou ted sh ipment u nder CIP terms – sh ipping to th e 2 5 Eu ropean Union cou ntries
plu s N orw ay and Sw itz erland—th at is damaged or lost at or after th e point of h andov er to th e first
carrier, Cisco Cu stomer Serv ice and Su pport O perations w ill, u pon notification, log a claim on a
Cu stomer’s/ Partner’s b eh alf w ith American H ome Assu rance Company . Th is is th e insu rance
company appointed b y Cisco to prov ide cov erage for any su ch damaged or lost sh ipments.
After receipt of all req u ired docu mentation in connection w ith a v alid claim from th e
Cu stomer/ Partner, reimb u rsement w ill b e in accordance w ith American H ome Assu rance’s
insu rance policy and paid directly to th e partner. If th e Cu stomer/ Partner w ish es to replace th e
damaged or lost produ cts at th e time a claim is made, CS w ill create a replacement order on its
b eh alf at th e same price and terms as th e original sh ipment, w h ich sh all b e pay ab le u nder th e
same conditions as th e original one. Cu stomers/ Partners w ill still b e req u ired to mak e fu ll pay ment
on th e original inv oice in accordance w ith th e terms and conditions of th e original order and th e
agreement entered into w ith Cisco for th e pu rch ase of th ese produ cts.
If th e Cu stomer/ Partner receiv es produ cts th at are damaged, it is important to report th e damage
w ith in th ree day s of deliv ery .
United States, Canada and L atin America
F or “ Cisco Rou ted” sh ipments ou t of th e United States, Canada and L atin America, if a sh ipment is
damaged du ring transportation from th e Cisco D istrib u tion Center/ Strategic L ogistics Center
( D C/ SL C) to th e Cu stomer/ Partner, th e Cu stomer/ Partner is fu lly responsib le for th e sh ipment as
most freigh t is sh ipped F reigh t O n Board ( F O B) O rigin.
B ill-to-Cu stomer Rou ted/ S elf-Rou ted Log istic s O p tion
Wh en a cu stomer ch ooses “ Bill-to-Cu stomer Rou ted” as a logistics option, and a sh ipment w as
damaged du ring th e transition from th e Cisco D C/ SL C to th e cu stomer, th en it is necessary to
determine if th e damage h appened b efore or after th e cu stomer’s designated freigh t forw arder
receiv ed th e sh ipment.
If th e damage occu rred after th e forw arder receiv ed th e sh ipment, th en th e cu stomer sh ou ld claim
th e damage to th e forw arder. If th e damage h appened b efore th e forw arder receiv ed th e sh ipment,
th en th e cu stomer can open a case to G CC b y sending an e-mail to cs-su pport@
cu stomer sh ou ld prov ide proof th at can sh ow
cisco.com. Th e
w h en th e damage occu rred, eg. Proof of D eliv ery ,
ph otos of b oth produ cts and cartons, etc. Th en G CC can tak e appropriate action b y creating a
retu rn/ replacement order or prov iding pack aging material, depending on th e situ ation.
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R e s o u r c e G u id e
U sefu l L i nk s
Case M anagement Tool: h ttp: / / w w w .cisco.com/ cgi-b in/ front.x/ cs/ caseTrack ing.cgi
Ch ange O rder Tool: h ttp: / / w w w .cisco.com/ en/ US/ partner/ ordering/ index.sh tml
Cisco Terms of Sale: h ttp: / / w w w .cisco.com/ legal/ index.h tml
End User Statement: h ttp: / / w w w .cisco.com/ w w l/ export/ cry pto/ images/ pdf/ SIN _ EU_ Bax.pdf
G lob al Contact Center:
h ttp: / / w w w .cisco.com/ w eb / ab ou t/ ac4 9/ ac162 / ab ou t_ cisco_ cu stomer_ serv ice_ contacts.h tml
L ead Times Tool: h ttp: / / w w w .cisco.com/ cgi-b in/ front.x/ leadtimes.cgi
Written Assu rance: h ttp: / / w w w .cisco.com/ w w l/ export/ forms/ form_ w a_ encry ption.h tml
P r in te d in U S A
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