Enterprise support at no additional cost Cisco Meraki’s simple, all-inclusive pricing includes enterprise-class phone support. We will help you deploy your first network or troubleshoot global network issues and other unforeseen emergencies at no additional cost. Deep expertise and fanatical service Our support engineers have deep expertise in enterprise networking and wireless design. The Cisco Meraki support team sits alongside the engineers who build Cisco Meraki products, providing a wealth of expertise.
Real time cloud-based support tools Cisco Meraki support engineers use real time web-based tools to securely and quickly diagnose and troubleshoot your network, providing the speed and service of an on-site visit without the hassle. The best support call is the one you don't have to make Cisco Meraki self-provisioning hardware, automatic firmware updates, automatic network optimization, intuitive user interface and built-in contextual help dramatically reduce support incidents, providing reliable and hassle free enterprise networking. Case-based support viewable in dashboard Firmware and software upgrades and updates 24×7 telephone support based out of San Francisco, London, and Sydney technical assistance centers Contact Support. Introduction and General Philosophy This page outlines the process by which Meraki coordinates and delivers its technical support responses to its customers.
All processes outlined throughout this page apply to all Cisco Meraki products. Cisco Meraki's general philosophy is to:. Provide the highest quality and fastest possible support directly to Cisco Meraki customers. Deliver customer satisfaction; internally, the Cisco Meraki support team is evaluated on their customer satisfaction metrics and are responsible for delivering consistent measured customer satisfaction. Ensure Cisco Meraki authorized resellers are properly supported during field installations and troubleshooting activities, assuming the support request is in regards to a currently licensed Meraki product.
1, CISCO GPL PRICE LIST - Effective: 31-may-2011. 3, Product, Product Description, Global List. 4, Price in USD. 6, Cisco Wireless Lan Products.
Effectively track and coordinate customer interactions and support activities. Meraki Support Paradigm. All customers have an explicit support owner at all times. Normally this is a Cisco Meraki support team member; however, during pre-sales product it could be a Cisco Meraki Systems Engineer, VAR, or other field sales resource. All legitimate support requests are the responsibility of Cisco Meraki Support until closure, unless there is explicit agreement between Meraki Support and the customer to transfer management of the case to another party. Unless discussed and agreed to by Cisco Meraki Support, all customer support communication flows through the Cisco Meraki Support Team. This ensures:.
Proper case management and recording. Proper follow up is achieved throughout case lifecycle. Customer satisfaction is the responsibility of the Cisco Meraki Support Team.
If a case is reassigned to another Meraki resource, or a Cisco Meraki authorized reseller, Cisco Meraki reserves the right to expect timely response from that party or Meraki Support may intervene to ensure customer satisfaction. Privacy The Cisco Meraki cloud management platform provides Support engineers with rich visibility into customer networks, resulting in faster diagnosis and resolution of cases. Our policies, outlined below, ensure that customer information is only accessed with prior consent, for the purposes of resolving a support case.
Support will not view customers' network configuration without prior consent. Support will not modify customers' network without prior consent. On rare occasions, support may view network status without prior notice to identify and diagnose system-wide issues. In these cases, network configuration information, including security settings and policies, will not be accessed. Customers may remove Support's access to a network entirely by selecting 'Prevent Meraki support from viewing this organization' in the Dashboard. Once checked, Support will not be able to access any aspect of the network.
Customers will need to uncheck this box if technical assistance is required. Hours and SLAs Meraki support operates 24x7 support out of five support centers based in San Francisco, Chicago, London, Shanghai, and Sydney. Meraki has no support-specific licensing. Customers may open an unlimited number of support cases with the purchase of any device license, and can by phone or email. Service providers and resellers who offer fully managed network services using Meraki devices likewise may open an unlimited number of support cases and interact directly with Meraki support centers.
End customers (i.e. Guests at a hotel) accessing networks supported or provided by service providers will contact the help desk for that Meraki Partner. Cloud Infrastructure Cisco Meraki’s cloud infrastructure is covered under a and the Cisco Meraki Infrastructure team manages it 24×7×365 to ensure high availability. In the extremely unlikely event of a cloud infrastructure interruption, user traffic and data, and Meraki Support provides an emergency support SLA of 15 minutes. Hours of Operation and SLA Online / email support.
Non-emergency support cases opened via email will be answered within one business day; usually within 2 hours. Emergency support is offered exclusively via telephone to ensure that Meraki engineers can conduct appropriate troubleshooting and technical response.
Phone support. Phones at Meraki technical support centers are staffed 24×7×365 to ensure that one-on-one, phone-based technical support is always available from Meraki’s technical support engineers. RMA Shipping Meraki Support will ship new devices overnight from global distribution centers to a customer-specified location within 1 business day of any support case requiring the Advanced Replacement RMA of any device. Delivery times to certain countries or remote destinations can vary.
Pro Networks For Hours/SLA information on legacy Meraki “Pro” networks, please contact Meraki Support. Case Escalations In the event that any case cannot be immediately resolved, Meraki Support will escalate that case to appropriate engineering personnel within Support, Product and Sales Engineering according to the following schedule and priorities. Generally, escalations are major issues that require notification and/or intervention by key portions of the company in order to ensure timely issue resolution. Priority Levels.
Priority 1 — Major Impact: The network is inoperable or the performance of the network is so severely reduced that Licensee cannot reasonably continue to operate the network because of the Error and the Error cannot be circumvented with a Workaround. Priority 2 — Moderate Impact: The network’s performance is significantly degraded such that Licensee’s Use of the network as permitted is materially impaired, but the Error can be circumvented with a Workaround. Priority 3 — Minor Impact: Licensee is experiencing a performance, operational, or functional Error that can be circumvented with a Workaround and the Error causes only minimal impact to the Licensee’s ability to Use the network as authorized. Priority 4 — General Questions: There is no issue with network performance or operation. These include standard questions on network configuration or functionality, network enhancement requests, or documentation clarification.
Cisco Meraki will trigger case escalations as necessary by priority level to ensure timely resolution of all cases. Service Levels. Five (5) days Escalation Triggers A case may be escalated based on any of the following criteria:. Recommendation by Cisco Meraki personnel including. Technical Support Engineer.
Systems Engineer. Cisco Meraki Management. Response time: failure to provide response or resolution within the timeframes described in the service level section above may generate an escalation. Issue severity: system outage automatically generates an escalation. Other severe product issues may generate an escalation at the discretion of Cisco Meraki personnel listed above.
Customer satisfaction related matters: failure to fully satisfy the customer may generate a case escalation Notification list and notification methodology In the event that a case is escalated, the following persons will be notified and kept apprised of the issue until de-escalation: Tier 1. The Customer. Customer’s Account Representative. Customer’s Systems Engineer. Techical Support Engineer owning the case Tier 2. Director of Services.
Engineer owning any associated bug/feature Tier 3. V.P.
Of Sales. V.P. Of Engineering. V.P. Of Product Management Escalation Actions.
The team above is notified of the escalation in order of severity. If fully escalated, Director of Services takes ownership of issue until resolution. Assemble appropriate team from persons listed above to assess the issue and develop a resolution plan, and communicate plan to the customer:. Specific actions to be taken in order to resolve the issue. Issue owners. Due date/time for each action.
Explicit agreement from engineering management for resources to perform engineering tasks. Decision on whether or not to dispatch on site service. Decision on the next escalation meeting.
Decision to de-escalate. Plan is agreed upon and executed. Case is resolved and customer is informed. Warranty Returns (RMA). To comply with best practices, all RMA requests should only be processed after a technical support case has been opened and proper troubleshooting has taken place. Products covered by the Cisco Meraki lifetime warranty are eligible for advance replacement.
Advance replacement orders will ship within 1 business day. All Cisco Meraki hardware products come with either a one-year or lifetime warranty, as specified on the relevant Cisco Meraki data sheet. In the event a customer RMA request is approved, Cisco Meraki will email an RMA number and a return shipping label free of charge.
Any replacement unit will ship within five business days of receiving defective units as stock allows. If no defect is found, the RMA request will be rejected and the customer will be notified. Policies. Cisco Meraki may find it necessary to discontinue products for a number of reasons, including product line enhancements, market demands, technology innovation, or the products simply mature over time and are replaced by functionally richer products. We have set our end-of-life (EOL) policy to help customers better manage their product end-of-life transition.
When a product reaches EOL, Meraki is committed to communicating important milestones throughout the EOL period. These notifications will include the initial EOL notification, the End of Sale (EOS) announcement, and the End of Support (EOST) dates, as well as other key information pertaining to Cisco Meraki products. Any products being discontinued will be announced as End of Sale and identified on the Cisco Meraki website up to six months prior to the discontinuation and EOS date (also known as the last order date). On the end of sale date, discontinued hardware products and related device-specific licenses are removed from the price list and are no longer available for purchase. Cisco Meraki typically provides support for a given product for a period of seven (7) years after the EOS date. If the discontinued product is not available for replacement or repair of an in-warranty return, Cisco Meraki may replace the discontinued product with functionally equivalent hardware and transfer the remaining license term from the replaced product to the replacement hardware.
1 year.Original and replacement modular power supply units and fans for MS and MX Products included in lifetime warranty.Product lifetime ends concurrently with product End-of-Support (EOST) Date as described in Cisco Meraki's. If you are experiencing hardware issues, for any product under warranty (as described above), please contact Cisco Meraki support by logging in to dashboard (Help Get help). To request a return materials authorization (RMA), please complete the. If your RMA request is approved, Cisco Meraki will email you an RMA number and a return shipping label free of charge.
We will ship replacement units within five business days of receiving your defective units. If no trouble is found, we will contact you before taking further action. If you require advance replacement, please call Cisco Meraki technical support. Advance replacement orders will ship within 1 business day. Additional information about Cisco Meraki’s hardware warranty can be found in.
Meraki Now If you require replacement of Meraki products covered by services, please and request Meraki Now advance replacement. Please include the Meraki Now service tier and affected device serial number (SN) with your request. Product Trial Returns If you would like to return units from a product trial, please go to your product trial webpage (using the link your rep provided you with) and go to the returns tab to fill out the RMA request form. If your trial hardware was shipped to the US, Canada, or an EU member country you will also be able to print out a return shipping label and ship the product back to Cisco Meraki at no charge to you. Refund Requests If you are dissatisfied with your Cisco Meraki purchase for any reason, you may return your order for a full refund.
All returns must meet the following criteria:. You purchased the product through an authorized Cisco Meraki reseller or direct from Cisco Meraki. You are the original purchaser of the product.
You submit your refund request within 30 days of purchase. The product is in new condition, including all accessories in the original packaging To request a refund, please complete our RMA request form. If your refund request is approved, Cisco Meraki will email you an RMA number. In order for the refund to be accepted and processed, Meraki must receive the hardware you are returning no later than 30 days following the date the RMA number is issued. Once we have received and inspected the units, we will process your return. If you purchased through a Cisco Meraki reseller, your refund will be issued by that reseller. If you purchased directly from Cisco Meraki, we will issue a refund, typically within 15 days of receiving the return.
(If you paid by credit card we will credit the original credit card. If you paid by any other method, we will send you a check.) From time to time Cisco Meraki offers special refund terms. If your return is covered by special terms, please reference those terms on your RMA request. Please contact Cisco Meraki directly for all returns, including product purchased through distributors or resellers. Read this policy in:. Shipment Preparation.
Please return units in their entirety. That is, include all power supplies, antennas, and other components along with the original product box. Please use the original shipping carton and packaging material. If this is not possible, use another shipping carton with padding to protect the units from damage during shipping. DO NOT ship a product without a carton. The customer will be charged for product that is damaged due to insufficient packaging. Once you have received your RMA number from Cisco Meraki via email, write this RMA number in large letters on the exterior of the shipping carton.
Shipments to Cisco Meraki without an RMA approval will not be processed. If Cisco Meraki approves your RMA request, you will receive a confirmation email containing an RMA number within two business days. The address to which the product should be sent will also be included in that email.
Cisco Meraki will provide a pre-paid return shipping label for warranty replacement return shipments. Cisco Meraki will also provide a pre-paid return shipping label for free trial return shipments from US (including Puerto Rico), any EU member country, Australia, Canada, Chile, Colombia, Costa Rica, Ecuador, Indonesia, Japan, Mexico, New Zealand, Panama, Peru, the Philippines, Singapore, South Korea, Thailand, the United Arab Emirates, and the United Kingdom. For all other returns it is your responsibility to coordinate and pay for return shipping back to Cisco Meraki using the carrier of your choice. Cisco Meraki recommends that the return package has a tracking number and is insured for the proper value of its contents. Cisco Meraki is not responsible for packages lost by carriers. Order Number You will receive an email from to the email listed in the purchase order once the order is accepted.
This contains your order number, so look for this email and retain your order number for your records. Order Status Once your order ships you will receive an email notification to the email listed in your Purchase Order from Cisco Meraki with tracking number for the shipment. You may want to double check in your bulk email folder in case you do not receive this email within 48 hours of the time you placed the order. Order Processing Time All orders will generally be processed the same day and shipped within 2 business days. Delays may occur if there are special shipping requests or missing information. If you have not received notification of shipment within 3 business days, please check for an email from as there is likely a problem with your order.
Shipment is dependent on available stock. While stock outs are rare, they can happen. If you have a time sensitive order you can check availability with your sales representative.
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Canceling or Modifying an Order: Once your order has been accepted and submitted for fulfillment there are limited modifications that you can make to your order. Please contact as soon as possible if you require some adjustment.
You may be responsible for any applicable adjustment, handling and/or shipping fees if applicable. International Power Adapters: Cisco Meraki offers 4 different plug types for the power adapters that ship with the routers. All power adapters accept power input 100-240 V 50/60 Hz AC.
There are 4 variations of input plug types as follows. Cisco Meraki designation Description US Type A; 2 pin; EU Type C; Europlug, CEE 7/16; 2 pin UK Type G; British 3 pin, ungrounded AU Type I; Australian/New Zealand 2 pin International Certifications As Cisco Meraki grows, so too will the list of countries in which Cisco Meraki product is certified. Cisco Meraki currently has product certified in over 45 countries worldwide. If you have specific questions regarding Cisco Meraki certifications, please contact your sales representative. Tax/VAT information In accordance with applicable law, Cisco Meraki collects tax/VAT in regions where Cisco Meraki has a presence. Sales tax or VAT will be applied to the total amount of the order and is based on the shipment's destination state and local sales tax or VAT rates.
Placing a Sales Tax-Exempt Order for Delivery in the United States Qualified groups and individuals may place a sales tax-exempt order once we have your tax-exempt certificate on file. Fax or email a copy of your state- or federal government-issued certificate to 415-632-5899. Tax-exempt orders have to be made by contacting. North America Delivery Times and Shipping Information US Shipping Methods Cisco Meraki will ship using UPS if product is shipped on Cisco Meraki’s account. The most common methods used are UPS Ground, UPS 3 Day, UPS 2 Day, UPS Overnight, UPS Overnight Early AM and UPS Overnight Saturday Delivery. Cisco Meraki is capable of shipping using most carriers and methods if the customer is shipping on a customer’s account. US Delivery Times Below is the UPS Ground map.
NOTE: Business Days are Monday through Friday, excluding holidays observed by UPS. Expedited shipments within the US using an expedited method will generally arrive in 1-3 business days. Canada Shipping Methods Cisco Meraki will ship to Canada using either UPS Ground or Expedited services. Cisco Meraki will ship any UPS or FedEx shipment to Canada using a paperless process. The commercial invoice is therefore electronic and will not be included in the shipment. Cisco Meraki has the ability to ship using most carriers if shipping on the customer’s account. If Cisco Meraki has any concerns or issues with the carrier you selected you will be contacted.
Canada Delivery Times Ground service to Canada will generally arrive in 2-7 business days. Cisco Meraki ships to Canada from California, so generally the further east a shipment has to travel, the longer the transit time. Expedited shipments to Canada using an expedited method will generally arrive in 1-3 business days.
Cisco Meraki will only send shipments to Canada using EXW (Ex Works) incoterms. That means the customer will be the importer of record and will be responsible of all duties, taxes/VAT, and brokerage fees. Contact your local customs office for details.Excludes any issues that could arise with customs. It is very rare that Cisco Meraki experiences any issues with Canadian customs.
Mexico Shipping Methods Cisco Meraki can ship to Mexico using expedited services. Cisco Meraki will ship any UPS or FedEx shipment to Mexico using a paperless process. The commercial invoice is therefore electronic and will not be included in the shipment. Cisco Meraki has the ability to ship using most carriers if shipping on the customer’s account.
If Cisco Meraki has any concerns or issues with the carrier you selected you will be contacted. Mexico Delivery Times Expedited shipments to Mexico using an expedited method will generally arrive in 2-5 business days. Excludes any issues that could arise with customs. It is very rare that Cisco Meraki experiences any issues with Mexican customs. Cisco Meraki will only send shipments to Mexico using EXW (Ex Works) incoterms.
That means the customer will be the importer of record and will be responsible of all duties, taxes/VAT, and brokerage fees. Contact your local customs office for details. Boxes Cisco Meraki cannot deliver to a P.O.
Box in the United States, Mexico, or Canada. Customers that place an order with a P.O. Box delivery address will be contacted for an alternative address. Other questions about shipping, please contact. Europe Delivery Times and Shipping Information European Shipping Methods Cisco Meraki will ship using UPS if product is shipped on Cisco Meraki’s account.
The most common methods used are UPS Standard and UPS Expedited. Cisco Meraki is capable of shipping using most carriers and methods if the customer is shipping on a customer’s account. European Delivery Times Expedited shipments will generally arrive at their destination in 1-3 business days. Boxes For most addresses, PO Boxes are not acceptable delivery addresses.
If your shipping address must include a PO Box Cisco Meraki cannot guarantee delivery. Shipping Options Cisco Meraki will only send Europe shipments using EXW (Ex Works) incoterms. That means the customer will be the importer of record and will be responsible of all duties, taxes/VAT and brokerage fees. Contact your local customs office for details. As a rule Cisco Meraki will ship any UPS or FedEx shipment to a non-EU country using a paperless process. The commercial invoice is therefore electronic and will not be included in the shipment. Cisco Meraki has the ability to ship using most carriers if shipping on a customer’s account.
If Cisco Meraki has any concerns or issues with the carrier you selected you will be contacted. Other questions about shipping, please contact. Australia and New Zealand Delivery Times and Shipping Information Shipments to Australia and New Zealand will ship from California, US and will arrive in 2-5 days. UPS offers different international shipping options:.
UPS Worldwide Saver: 2-3 days transit, the more expensive option, not offered to all countries (e.g., Australia). UPS Worldwide Expedited: 2-5 days transit, the cheaper option P.O. Boxes For most addresses, P.O. Boxes are not acceptable delivery addresses. If your shipping address must include a P.O. Box Cisco Meraki cannot guarantee delivery.
Shipping Options Cisco Meraki will only ship international shipments using EXW (Ex Works) incoterms. That means the customer will be the importer of record and will be responsible of all duties, taxes/VAT and brokerage fees. Contact your local customs office for details. As a rule Cisco Meraki will ship any UPS or FedEx shipment using a paperless process. The commercial invoice is therefore electronic and will not be included in the shipment.
Cisco Meraki has the ability to ship using most carriers if shipping on a customer’s account. If Cisco Meraki has any concerns or issues with the carrier you selected you will be contacted. Other questions about shipping, please contact. Other International Locations Delivery Times and Shipping Information International shipments not going to North America or Europe will arrive in 2-5 days. UPS offers different international shipping options:.
UPS Worldwide Saver: 2-3 days transit, the more expensive option, not offered to all countries (e.g., Australia). UPS Worldwide Expedited: 2-5 days transit, the cheaper option P.O.
Boxes For most addresses, P.O. Boxes are not acceptable delivery addresses. If your shipping address must include a P.O.
Box Cisco Meraki cannot guarantee delivery. Shipping Options Cisco Meraki will only ship international shipments using EXW (Ex Works) incoterms. That means the customer will be the importer of record and will be responsible of all duties, taxes/VAT and brokerage fees.
Contact your local customs office for details. As a rule Cisco Meraki will ship any UPS or FedEx shipment using a paperless process. The commercial invoice is therefore electronic and will not be included in the shipment.
Cisco Meraki has the ability to ship using most carriers if shipping on a customer’s account. If Cisco Meraki has any concerns or issues with the carrier you selected you will be contacted. Other questions about shipping, please contact. END CUSTOMER AGREEMENT Last Updated: March 31, 2017 Here at Meraki, we aim to keep our legal terms simple, transparent, and to the point. This End Customer Agreement (this “ Agreement”) is the main agreement between us (Meraki LLC, a Delaware limited liability company (“ Meraki”)) and you, the end customer and purchaser of our products (“ Customer”). It forms a binding agreement between us and you, and it governs your purchase and use of our products.
You and Meraki may each be referred to as a “ Party” and collectively as the “ Parties.” Please keep in mind that your use of the Products after changes to this Agreement are published at will constitute your acceptance of the changes. Any material changes are considered effective upon the earlier of (i) your continued use of the Products once you know about the changes, and (ii) 30 days after they are published. Okay, with all that in mind, let’s dive in. Heads-up: there’s a glossary of defined terms at the end. Article 1 Licenses and Restrictions. Paid Licenses. Subject to the terms and conditions of this Agreement, all the paperwork related to your purchasing being in order, and you actually paying for the Products, Meraki grants you non-sublicensable, non-exclusive, non-transferable licenses (i) to use the Firmware on the Hardware (the “ Firmware Licenses”), and (ii) to use the Hosted Software via the Internet (the “ Hosted Software Licenses”), in each case until the Co-Termination Date or the earlier termination of this Agreement. The Support Services we provide to you are included in the cost of the Hosted Software Licenses.
The Firmware License for each item of Hardware you purchase is contingent upon you purchasing and maintaining a valid Hosted Software License, without which the Hardware will not function. Third-Party Licenses. If any of the Products include software provided by a third party, the terms under which that software is provided to you may be found at. Don’t worry, we’ve made sure you have the right to use any such software as part of the Products at no additional cost to you. Let’s play nice together.
Don’t (and don’t permit anyone who obtains access to your Network (a “ Network User”) to) directly or indirectly, reverse engineer the Products or otherwise attempt to discover the source code or algorithms of Meraki software or hardware. Customer Responsibilities. Similarly, please use the Hardware only in accordance with the specifications (the “ Specifications”) available on our website, and keep in mind that you (not Meraki) are solely responsible for maintaining administrative control over your Hosted Software account. And, of course, it is your responsibility to comply with all applicable laws in your use of the Products, including export laws and regulations of the United States or any other country. To that end you will ensure that none of the Products are directly or indirectly exported, re-exported, or used to provide services in violation of such export laws and regulations. If Meraki detects any Products operating in violation of such laws they will be removed from your account, following written notice to you (in the form of an email).
Article 2 Ownership; Customer Data. Meraki Rights. As between you and Meraki, Meraki owns and reserves all rights with respect to the Software and all intellectual property rights with respect to the Hardware. In addition, you hereby assign to Meraki all of your interest in any feedback you convey to us related to the Products. Meraki may incorporate modifications into the Hosted Software, the Firmware and the Documentation at any time.
Customer Data. By using the Hardware, you understand and agree that you are collecting data regarding the devices that connect to your Network and how your network is being used, including the types of data described below. By means of the Hardware, you are then transferring that data to Meraki for processing and storage, including data that may contain personally identifiable information of your Network Users (collectively, “ Customer Data”). That said, the Products include functionality that limits or restricts the types of information collected, and you may certainly make use of that functionality.
We process and store Customer Data exclusively for the purpose of providing the Products to you, except to the extent necessary to protect our rights in any dispute with you or as required by law. It is your responsibility to provide notice to, and obtain any necessary consents from, your Network Users regarding collection, processing, and storage of Customer Data. Traffic Information. “ Traffic Information” means information about devices that connect to your Network, such as MAC address, device name, device type, operating system, geolocation information, and information transmitted by devices when attempting to access or download data or content (e.g., hostnames, protocols, port numbers, and IP addresses) via the Network. We process and store Traffic Information on your behalf so you can monitor the use and performance of your Network and exercise control (such as network traffic shaping) over the traffic on your Network. Location Analytics.
By enabling and using Location Analytics, you collect the MAC address and relative signal strength of WiFi-enabled devices that are within range of your wireless Network. Meraki does not store these MAC addresses on its servers, except in a de-identified form, and they are not stored on your Hardware. Meraki has no responsibility for whether and how you configure the API to transfer this data to non-Meraki servers or what happens to this data following such a transfer. Systems Manager. If you choose to use Systems Manager, certain agent software must be installed on the mobile devices, laptops or other devices you choose to enroll. You will then, depending on the type of device, be able to perform remotely actions such as accessing and deleting files, tracking location, enforcing policies, and installing and removing apps. We won’t use each other’s name or trademarks without written consent, but we may use your company name and logo in customer lists on our website and collateral.
Article 3 Term and Termination. This Agreement will be effective until the expiration of the Term (the “ Co-Termination Date”), unless earlier terminated per Section 3.2, below.
If you subsequently purchase additional Hosted Software Licenses, the Co‑Termination Date will be adjusted so that all of your Hosted Software Licenses (including the new ones) terminate on the same date. This adjusted Co-Termination Date is calculated by (i) determining the aggregate amount of time that your new Hosted Software Licenses extend past your existing Co-Termination Date, and (ii) distributing that amount of time among all your Hosted Software Licenses (including both new and existing ones) pro rata based on the one-year list price for each type of Hosted Software License.
Further information is at. You may terminate this Agreement for any reason effective upon 30 days prior written notice to Meraki. Meraki may suspend your use of the Products at any time if Meraki reasonably believes that you have breached the terms of Sections 1.3 and 2.2; if such breach remains uncured for 10 days following receipt of notice from Meraki, then Meraki may terminate this Agreement immediately. You may terminate this Agreement for cause if we breach any material obligation of ours under this Agreement and fail to cure such breach within 10 days following receipt of written notice from you. If you terminate this Agreement for cause, you will receive a refund equal to the value of the remaining time on your Hosted Software Licenses.
Effect of Termination. Upon any termination of this Agreement, the Hosted Software Licenses and Firmware Licenses will automatically terminate. Sections 2.1 and 4.3, Article 5 and Article 6 will survive any termination of this Agreement. Article 4 Warranties; Limitation of Liability. Service Level Agreement. Meraki uses its best efforts to keep the Hosted Software up and running 24/7, but no one is perfect. The Service Level Agreement available at is your exclusive remedy with respect to any interruptions in the availability of the Hosted Software.
Hardware Warranties. We represent to you, the original purchaser of the Hardware, that, during the Warranty Period, the Hardware will be free from material defects in materials and workmanship. Hardware not meeting the warranty above will be, at our option, (a) repaired, (b) replaced, or (c) we will refund the depreciated amount of the price you paid for such Hardware, calculated on a straight-line, five-year basis. All Hardware repaired or replaced under warranty will be warranted for the remainder of the Warranty Period.
For any return permitted under Meraki’s then-current return policy (available at ), you will request a Return Materials Authorization (“ RMA”) number in writing with the reasons for the return request. The warranties in this Section are subject to our Product End of Life Policy, available at. “ Warranty Period” means the greater of one year or the warranty period set forth in the applicable Specification, commencing, in either case, on the date Hardware is shipped to the original customer. This Section 4.2 is our sole liability and your sole remedy for any breach of warranty by Meraki.
Disclaimer of Warranties. Except as set forth in Sections 4.1 and 4.2, Meraki disclaims all warranties, express, implied, statutory, or otherwise, including any implied warranty of merchantability, fitness for a particular purpose, non-infringement, or title. Meraki assumes no responsibility for any damages to Customer’s hardware, software, or other materials. Article 5 Indemnity.
Following a customer’s initial license purchase, if the customer purchases a new license in connection with a new hardware unit or purchases a new license for an existing hardware unit, then the term of each license (new and existing) in the customer’s organization will be automatically adjusted so that all of the customer’s licenses terminate on the same date. This concept is referred to as “co-termination” and is described in more detail below. The following is a conceptual example. Assume the original purchase included ten APs, each with a 1-year license.
Also assume four months into the license term there are six additional APs added, each with a 1-year license. Extra credit is applied with value of 4 additional months. 6 additional APs = 24 additional 'AP-months'. This gives an additional 24 months / 16 total AP's in the organization = an additional 1.5 months to the license term for the whole organization. Detailed explanation of licensing co-termination. This section describes in detail each step of the co-termination algorithm which is reflected mathematically in the next section.
The dollar value of each license, for purposes of the co-termination calculation, is the one-year list price of the applicable license purchased (the “ Base Price” of such license — see table of base prices below). The co-termination date is then computed by, first, determining the amount of time remaining on the existing licenses in a customer’s organization by subtracting the license expiration date (available in the customer’s Dashboard account) from the current date (such difference, the “ Remaining Days”). The amount of additional time allocable to the new licenses purchased is determined by multiplying a one-year period of 365 days by the term (of years) of the new licenses purchased (the “ New Time Purchased”) and subtracting from the New Time Purchased the number of days of Remaining Days (such difference, the “ Incremental Days,” expressed in days). The Incremental Days is then converted to a dollar-value unit of time by adding together, for each type of new license purchased, the product of (i) Incremental Time, (ii) the Base Price of the such new license-type purchased, and (iii) the number of such new license-type purchased (the sum of all such products, the “ Incremental Dollar Days”). In order to determine how many additional days the new purchase adds to the license term of a customer’s organization, the daily usage rate of these dollar-value units of time must be calculated. This is determined by adding together, for each type of license in the organization, the product of (i) the Base Price of each license type and (ii) the number of licenses of such type (the sum of all such products is your Network’s “ Daily License Usage Rate”).
The actual number of incremental days to be added to the organization’s licenses as a result of the new purchase is calculated by dividing the Incremental Dollar Days by the Daily License Usage Rate (such quotient, the “ Incremental TIme Purchased”). The new co-termination date is finally calculated by adding the Incremental Time Purchased to the Remaining Days.
This section expresses in mathematical terms the detailed explanation of the co-termination algorithm described in the previous section. Co-Termination Example Problem A: On January 1, 2013, you purchased and activated five Wireless MR16s with 1 year licenses for your network. Today is May 8, 2013 (127 days later).
You purchase and activate two MX80s with 3-year Advanced Security licenses to be added to your network. Calculate in days the remaining time you have on your network. What is the exact unit of time that is used for the licensing calculations? “Incremental Dollar Days” are actually computed in terms of incremental seconds in order to ensure precision in calculating the term of the licenses purchased. Once the exact expiration time is computed, actual license expiration is rounded to the nearest day and enforced at 9am Pacific Time on that day. What happens if I purchase a new order with multiple different license lengths (e.g., 1 MR24 with a 1-year license, 1 MS42P with a 1-year license, and 3 MX100s with 3-year licenses)? Each iteration of the co-term formula is only run with respect to licenses of the same term.
So when new licenses are purchased on the same order with different terms, the co-term calculation is run multiple times. The calculations are run in the order of license addition.
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In the above example, the co-term calculation would first be run on the MR24 and MS42P, with the first co-term date calculated; a new co-term date would then be calculated using the first co-term date and the MX100 license for 3-years. What is the difference between license renewals and adding licenses/devices? The co-termination calculation for renewals only (no new devices being added) is slightly different because the total license time in the customer’s organization is not being ‘spread’ across any additional devices in the case of a renewal.
Accordingly, when renewing the licenses for existing devices, the Incremental Dollar Days are calculated as a function of the entire term of the license (i.e., license term in years multiplied by a year of 365 days). In contrast, when purchasing a license for a new devices, the Incremental Dollar Days is calculated as a function of the “Remaining Time,” that is, the difference between the term of the new license and the amount of time remaining under the customer’s existing licenses. Expressed mathematically, the difference in the two formulas is as follows: Renewal IncrementalDollarDays = NewTimePurchased. Count of Device. Device Base Price New Device IncrementalDollarDays = (NewTimePurchased - RemainingTime). Count of Device. Device Base Price What happens when upgrading from enterprise to advanced security licenses?
When purchasing MX products, a customer must either choose Enterprise licenses for those products or Advanced Security licenses — but not both. If a customer wants, for instance, to upgrade to the Advanced Security functionality on its MX devices and purchases new MX licenses, the co-termination calculation is re-run because the Advanced Security licenses are more expensive. This means that both the Incremental Dollar Days and the Daily License Usage Rate will be adjusted since each is calculated as a function of the Base Price of the licenses.
Is there a place I can easily run a sample co-termination calculation myself? The Meraki Dashboard includes a manual co-termination calculator. To access it, first create a dashboard account for free. Then to be taken to the co-termination calculator. Systems Manager Free 100 Terms and Conditions Last Updated: April 2017 Note: Sign-ups for the Meraki SM free 100 program have been discontinued and replaced with instant free trials as of the end of January 2017. For more information, view the blog post or contact your Meraki sales rep.
Potential customers can manage 100 devices in order to try Meraki Systems Manager (the “SM Free 100”) at no cost. To be eligible for the SM Free 100, participants must:. Provide valid information on the signup form, including your company email address. Be directly employed by your company SM Free 100 is only for internal use by your company. It is not for resale, distribution or service bureau use. Limit one SM Free 100 per organization and per individual. Your use of Systems Manager is governed by our.
By accepting the SM Free 100 you represent that you are authorized by your employer to accept the SM Free 100 and that you will disclose receipt of the SM Free 100 to your employer as and if required. Notwithstanding the End Customer Agreement, Cisco Meraki may terminate the Free 100 program at any time, including managing up to 100 devices at no cost – but if we do that, we’ll give you plenty of notice.
The recipient is responsible for taxes and duties, if any. Please contact your Cisco Meraki rep if you have any questions.
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