Your Success is Our Success: Demonstrating Cisco’s Commitment to Customers and Partners
At Cisco, the success of our customers and partners is what drives us – it’s core to who we are as a company. As longstanding Cisco employees, our roles have spanned services, sales, and support, and this cross-functional view has given us an unwavering customer-centric mindset. We also believe strongly in transparency, which plays a huge role in building and maintaining trust in our customer and partner relationships.
As is the case with many technology providers, we occasionally experience component and supplier issues. On February 2, we announced an issue involving a clock signal component, along with remediation steps Cisco will take. Our approach is to be proactive, and we took immediate action to identify all Cisco products that have this component. Then, we worked with the supplier to quickly put a fix in place to minimize customer and partner impact.
Any customer with an impacted device under warranty or under a service contract can receive a replacement unit. For our partner community, we have built custom reporting tools, available on SalesConnect. These will enable a quick scan of your customer install base for exposed devices so you can proactively initiate discussions. We also have a robust internal escalation process that Cisco account teams can initiate for any customers and partners requiring special assistance.
While it’s possible that products with this component may never fail, there is a higher risk of failure after the unit has been in operation beyond 18 months. Therefore, we’re prioritizing replacements based on the age of the device. To be clear, this is not a fix on fail, but rather a proactive replacement plan to help reduce your overall risk.
Cisco has a well-established reputation and track record of standing by our products and our support organization is consistently rated best in the industry. We take great pride in delivering quality solutions all over the world and are working around the clock to ensure that our customers and partners have the necessary engagement and support. For more information, please utilize the following resources:
- Customers – visit the Clock Signal Component page or contact your account team.
- Partners – visit SalesConnect or contact your partner sales team.
Thank you for your patience as we work through this issue, and for your continued trust in Cisco.