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1 O Order Management Process C i s c o W o r l d w i d e C u s t o m e r S e r v i c e a n d S u p p o r t O p e r a t i o 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 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. All contents are Cop y ri g h t Ci sco S y stem s, I nc. All ri g h ts reserv ed. T h i s d ocu m ent i s Ci sco P u b li c I nf orm ati on. P ag e 1 of 9

2 W 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: 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: Cu stomer/ Partner netw ork is dow n ( Th ey sh ou ld instead contact th e Cisco Tech nical Assistance Center ( TAC) and prov ide th em th eir serv ice contract information.) Promise date is eq u al to or less th an pu b lish ed lead time Cu stomer-initiated ch ange th at altered th e promise date Inv entory management 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 sent to cs-su pportemea@ cisco.com, cs-su pport-u s@ cisco.com, cs-su pport-canada@ cisco.com, cs-su pportlatam@ cisco.com, cs-su cisco.com or cs-su pport-nih on@ cisco.com u sing k ey w ord b j u D O N O ( h b G ( G w f t h C u / P t n E I S V P p r u EX PED ITE in th e su ect line. Standard expedites are sed for sh ip sets th at T contain produ cts on Exceptional Items Statu s EIS) or produ cts th at av e een recommitted. Th e lob al Contact Center CC) ill in or m e st omer ar er if an it em is on an d a ex edit e is eq 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 All contents are Cop y ri g h t Ci sco S y stem s, I nc. All ri g h ts reserv ed. T h i s d ocu m ent i s Ci sco P u b li c I nf orm ati on. P ag e 2 of 9

3 O 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: 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 T ool for a faster response! anag ement K ey Points/ Tips to Improv e Ch ances of Su ccess: 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 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@ cisco.com team to get th e export h old released. All contents are Cop y ri g h t Ci sco S y stem s, I nc. All ri g h ts reserv ed. T h i s d ocu m ent i s Ci sco P u b li c I nf orm ati on. P ag e 3 of 9

4 G S w h u b y h b L ( u D u u u w b h h b h b b u b u w b u h h b u b h b 2 G v G w v v w 4 h 4 G G b y ing ap ore To meet export compliancy 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 ser information and an export license granted th e Singapore gov ernment for any orders of identified produ cts th at av e een sh ipped th rou gh th e Singapore Strategic ogistics Center SL C). Th is new req irement applies to all non-retail orders for th e identified items th at trav el th rou gh th e Singapore SL C. istrib tion cu stomers placing retail orders can identify th eir company as th e end ser. To ensu re th at all Cisco sh ipments meet th e new req irements, all orders th at inclu de th e identified produ cts ill e placed on Export old after th e order as een placed. Th is old means th at th e produ ct can e ilt, t ill not e released for sh ipping ntil th e old is released. To release th e old and ensu re th at produ cts are sh ipped to th eir final destination, th e follow ing steps mu st e tak en for each order containing th e identified produ cts: 1. Cu stomers mu st complete an End User Statement on th e end ser s company letterh ead. Th is sh ou ld e mailed 8 ou rs after th e order is ook ed.. Partners sh ou ld send th e completed cu stomer form to Bax lob al Singapore ia Bax lob al ill erify th at th e statement is complete/ alid and send a confirmation to th e Partner ith in 8 ou rs of receipt of th e completed form.. Wh en a Partner receiv es confirmation from Bax lob al, th ey need to send th e signed original to Bax lob al. 5. Upon receipt of oth th e completed docu ment and th e ph sical goods at Singapore SL C, Bax 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. 6. 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-exportteam@ 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 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 Q u estions can also b e sent b y fax to or b y All contents are Cop y ri g h t Ci sco S y stem s, I nc. All ri g h ts reserv ed. T h i s d ocu m ent i s Ci sco P u b li c I nf orm ati on. P ag e 4 of 9

5 to 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 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 main order form. How 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. Case M anagement Tool Use Cu stomer Serv ice and Su pport O Ph one Use Cu stomer Serv ice and Su pport O perations regional addresses. 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. All contents are Cop y ri g h t Ci sco S y stem s, I nc. All ri g h ts reserv ed. T h i s d ocu m ent i s Ci sco P u b li c I nf orm ati on. P ag e 5 of 9

6 Table 1. M i n i m u m D o l l a r T h r e s h o l d s f o r E a c h R e g i o n Region/Theatre D ol l ar Thres hol d S $ 0, $, $ P f i J d i $ E u E m i M $, Uni ted tates US 10 Canad a US 50 Au strali a US 25, Asi a aci c and ap an, ex clu ng Au strali a US 25, rop ean and all erg ng ark ets US 50 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 u M G v w h w k K M p I w k h u b M ( c : u k w b j ( k w u k w M b j S u k w M b j u k w M b j u k w M b j 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 se th e Case anagement Tool or contact th e lob al Contact Center ia ph one or to inform Cisco eth er th ey ant to eep or retu rn th e mis-sh ipped items. eep ing is-sh ip ed tems If Cu stomers/ Partners ant to eep th e items Cisco as mis-sh ipped, th ey sh ou ld send an stating th at req est to th e follow ing addresses ased on th eir region: Eu rop ean and Emerg ing ark ets ex lu ding Latin Americ a) cs-su pportemea@ cisco.com sing ey ord EM EAM ISSH IP in mail su ect line. Asia Pac ific cs-su pport-apj cisco.com, no specific ey ord) Jap an: cs-su pport-nih on@ cisco.com sing ey ord: ISSH IP in su ect line. United tates: cs-su pport@ cisco.com sing ey ord: ISSH IP in mail su ect line Canada: cs-su pport-canada@ csico.com sing ey ord: ISSH IP in su ect line Latin Americ a: cs-su pport-latam@ cisco.com sing ey ord: ISSH IP in su 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 stating th at req u est to th e appropriate regional . 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 BS H elmond N eth erlands All contents are Cop y ri g h t Ci sco S y stem s, I nc. All ri g h ts reserv ed. T h i s d ocu m ent i s Ci sco P u b li c I nf orm ati on. P ag e 6 of 9

7 United States, Canada and L atin America Cisco Sy stems, Inc C/ O Solectron Serv ice O perations M etric Blv d Su ite 2 0 0, D ock W3,W4,W5,W6 Au stin, Texas 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 Case M anagement Tool detailing th e follow ing information: CC v ia , ph one or 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 ersh 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 to th e appropriate Cu stomer Serv ice and Su pport O perations region regional su pport 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. All contents are Cop y ri g h t Ci sco S y stem s, I nc. All ri g h ts reserv ed. T h i s d ocu m ent i s Ci sco P u b li c I nf orm ati on. P ag e 7 of 9

8 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 . 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 to cs-su pport@ cisco.com. Th e cu stomer sh ou ld prov ide proof th at can sh ow 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. All contents are Cop y ri g h t Ci sco S y stem s, I nc. All ri g h ts reserv ed. T h i s d ocu m ent i s Ci sco P u b li c I nf orm ati on. P ag e 8 of 9

9 G 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 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 i n t e d i n U S A C / 0 7 All contents are Cop y ri g h t Ci sco S y stem s, I nc. All ri g h ts reserv ed. T h i s d ocu m ent i s Ci sco P u b li c I nf orm ati on. P ag e 9 of 9