Cisco HCS - Production RMA policy

This guide documents the process for making a Return Merchandise authorization on Cisco HCS hardware 

Proccess

Valid support contracts should be maintained on all production hardware

A support ticket should be opened with the vendor of the affected hardware to ensure that the problem can't be resolved with methods other than hardware replacement

Once it has been determined by vendor support that hardware must be replaced, the engineer should work with support to have the hardware shipped to the appropriate location for the impacted Data Center.

Utah: 

CallTower Inc.

10701 S. River Front Pwky

STE 450

South Jordan, UT 84095

St. Louis:

CallTower Inc.

210 N Tucker BLVD

ST. Louis, MO 63101

Create a CMR to replace the hardware.   The CMR should be approved by a technology team manager and the manager of the infrastructure team.  Work with your manager to schedule a time for the hardware replacement that will have minimal impact on the majority of CallTower customers. 

Ensure that the person replacing the hardware has access to the production data center.  Replace the hardware at the approved time on the CMR. 

Test to ensure that the hardware replacement is working as expected.