1. © 2009 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 1 January 2012 Warranty Return Options for Customers Cisco Small Business Products

2. © 2009 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 22 Overview IM  Cisco provides different warranty return or return materials authorization (RMA) options for customers across the Small Business product family This presentation addresses only Small Business Products with Return to Factory hardware replacement warranties  Country or regional differences may impact which option is most cost effective or convenient  Partners and Distributors should continue to follow their existing processes  Goals: Provide consistent understanding of RMA processes Offer RMA options and usage guidance

3. © 2009 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 33 Customer Warranty RMA Options Cisco Small Business Series Products Return toDescriptionComments Point of Sale (POS): Place where customer purchased product Customer returns defective product to POS and receives replacement product. POS reseller returns defective product to the distributor. Fastest replacement option Within POS return policy timeframe Applies to all products, all countries CiscoCustomer contacts Cisco SBSC for troubleshooting and RMA confirmation. This can happen if: POS out of stock Beyond POS return policy timeframe Replacement handling in selected countries Customer returns defective product to a regional or local Cisco depot and pays freight. Cisco pays taxes and duties where applicable. Cisco sends replacement product upon receipt of defective product and pays freight. Customer pays taxes and duties on replacement product where applicable. Available only for customers in Australia, Canada, China, EEA Member Countries, India, Japan, Korea, Mexico, New Zealand, Russia, Singapore, Switzerland & the United States Replacement handling in other countries: Customer returns defective product to Cisco ‘s US depot and pays freight. Cisco pays taxes and duties where applicable. Cisco sends replacement product upon receipt of defective product and pays freight. Customer pays taxes and duties on replacement product where applicable.

4. © 2009 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 44 Return to Point of Sale (POS) Available Worldwide IM 1 Customer returns defective product to Point of Sale for over-the-counter replacement or credit 2 POS Reseller validates warranty and provides replacement or credit to customer 3 POS Reseller ships defective product to distributor 4 Distributor consolidates stock and ships defective product to Cisco. Distributor pays freight; Cisco pays applicable taxes and duties. 5 Cisco issues distributor credit for defective product

5. © 2009 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 55 Return Directly to Cisco: Selected Countries Available in: Australia, Canada, China, EEA Member Countries, India, Japan, Korea, Mexico, New Zealand, Russia, Singapore, Switzerland & the United States IM 1 Customer calls the Cisco Small Business Support Center (SBSC) 2 Cisco SBSC sends RMA acknowledgement and instructions to customer 3 Customer sends defective product to Cisco’s regional or local depot and pays freight. Cisco pays applicable taxes and duties 4 Cisco receives defective product from customer 5 Cisco ships replacement product to customer and pays freight. Customer pays applicable taxes and duties.

6. © 2009 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 66 Return Directly to Cisco: Other Countries Available in all other countries worldwide IM 1 Customer calls the Cisco Small Business Support Center (SBSC) 2 Cisco SBSC sends RMA acknowledgement and instructions to customer 3 Customer sends defective product to Cisco’s US depot and pays freight. Cisco pays applicable taxes and duties 4 Cisco receives defective product from customer 5 Cisco ships replacement product to customer and pays freight. Customer pays applicable taxes and duties.

7. © 2009 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 77 Further Information For faster replacement consider the Small Business Support Service Small Business Support Community: https://www.myciscocommunity.com/community/smallbizsupport Small Business Support Center Contact Information: http://www.cisco.com/en/US/support/tsd_cisco_small_business_support_center_contacts.html

8. © 2009 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 888

9. © 2009 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 99 RMA Terms Defined IM  Return Merchandise Authorization (RMA) Processes provided by Cisco to validate and arrange for return of defective product to Cisco and provide replacement product, refund, or credit.  Point of Sale (POS) Replacement Location of partner where customer acquired product. Partner acts on behalf of customer to return defective product to the distributor who provides a replacement product. Also may be called Point of Purchase  Return to Factory (RTF) Replacement Upon return of defective products from the customer, Cisco will ship a replacement product to the customer. Customer is responsible for shipping for the defective product. Cisco will pay shipping for the replacement product.