Meraki Support policy
Whether online, on the phone, or on-demand , our resources are available around the clock to ensure you are well supported from initial deployment to network growth
Product End-of-Life (EOL) Policy
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 EOS Date, discontinued hardware products are removed from the price list and are no longer available for purchase. The device-specific licenses corresponding to discontinued hardware products will be available for purchase after the EOS Date, unless the license(s) is/are listed in the “End-of-Life Products” list provided below. Cisco Meraki typically provides support for a given product for a period of five (5) 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.
Although legacy Cisco Meraki products typically can connect to our cloud-based management software for the entire useful life of the product, following the EOST Date, some things may change, including the following:
- Cisco Meraki cannot guarantee that legacy hardware products will be able to connect to the management software indefinitely following the EOST Date;
- Cisco Meraki Technical Support may no longer troubleshoot the legacy hardware products;
- Cisco Meraki may no longer issue firmware updates or patches for the legacy products; and
- New software features available for the management software may not be compatible with the legacy hardware functionality or with the firmware running on the legacy hardware.
If either of the first two situations above occurs, then we will use our best efforts to provide the customer with a workable solution for upgrading from the legacy hardware and, failing that, will credit the value of any remaining license time attributable to the legacy hardware to the customer’s Dashboard organization on a prorated basis.
- End-of-Sale Announcement: Date of official end-of-sales notice, typically six months prior to the last order date.
- End-of-Sale (EOS) Date: The last date to order the product through Cisco Meraki point-of-sale outlets. After this date, the product is no longer for sale via any channel.
- End-of-Support (EOST) Date: The last date a product will be affirmatively supported by Cisco Meraki, typically seven years following the EOS Date.
*Please note that announcements will be updated periodically to amend the functionally equivalent products.
For a full list of product, announcements and dates, please refer to our Product End-of-Life (EOL) Policies documentations article.
In some limited cases, Cisco Meraki may also find it necessary to discontinue certain features. For more information, see the WAN Optimization feature retirement notice.
Return Policy and Requesting a RMA
Return policy terms may vary by region. Please refer to the Regional Return Policies section for region-specific terms.
Cisco Meraki stands behind its products. Cisco Meraki hardware products come with the following warranty periods:
*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 End of Life (EOL) Policy.
***Warranty period for MV21, MV71, and MV2 is 3 years.
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) or by calling us.
To request a return materials authorization (RMA), please complete the RMA request form in the Meraki dashboard. 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. Unless you have purchased Meraki Now, advance replacement orders will ship within 1 business day on a best case effort basis.
Additional information about Cisco Meraki’s hardware warranty can be found in Cisco Meraki’s End Customer Agreement.
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.
Effective January 30, 2022, all new Cisco and Meraki orders submitted for hardware, and any attached software, will be non-cancellable and cannot be modified starting 45 days prior to the current estimated ship date. Meraki license-only orders are not impacted by this policy. Non-cancellable orders are not eligible for RMA credit and are not eligible for an RMA exception. For additional information, please contact your Meraki representative.
To request a refund for your license-only order, please complete our RMA request form. All returns must meet the following criteria:
- You purchased the product through an authorized Cisco Meraki reseller or directly from Cisco Meraki
- You are the original purchaser of the product
- You submit your refund request within 30 days of purchase
If your refund request is approved, Cisco Meraki will email you an RMA number and 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 processing 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.)
- 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, and remove ALL inappropriate and/or inapplicable label(s). 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.
Last Updated: January 26, 2017
Meraki is adopting the Cisco Online Privacy Statement, effective January 26, 2017. For existing customers, this will be effective on February 9, 2017. Please click here to see the Cisco Online Privacy Statement. Please review the FAQs below about this transition.
500 Terry François Blvd
San Francisco, CA 94158
You can contact Cisco by writing to:
Cisco Systems, Inc.
170 West Tasman Drive
San Jose, CA 95134
Attn: Chief Privacy Officer
A. You can contact Meraki by sending an email to firstname.lastname@example.org or writing to:
500 Terry François Blvd
San Francisco, CA 94158
You can contact Cisco by writing to:
Cisco Systems, Inc.
170 West Tasman Drive
San Jose, CA 95134
Attn: Chief Privacy Officer
If you have an unresolved privacy or data use concern that we have not addressed satisfactorily, please contact TRUSTe here.
Please click here for fax and postal mail information. TRUSTe’s Dispute Resolution process is only available in English.
The TRUSTe certification covers our collection, use and disclosure of information we collect through our Services. The use of information collected through our Services shall be limited to the purpose of providing the service for which the customer has engaged Meraki.
Meraki complies with the U.S. – E.U. Safe Harbor framework and the U.S. – Swiss Safe Harbor framework as set forth by the U.S. Department of Commerce regarding the collection, use, and retention of personal data from European Union member countries and Switzerland. Meraki has certified that it adheres to the Safe Harbor Privacy Principles of notice, choice, onward transfer, security, data integrity, access, and enforcement. To learn more about the Safe Harbor program, and to view Meraki’s certification included under Cisco Systems Inc.’s company certification, please visit http://www.export.gov/safeharbor
“Personal Information,” as used in this Policy, is information that specifically identifies an individual, such as an individual’s name, address, telephone number, or e-mail address. Personal Information also includes information, such as demographic information (e.g., date of birth, gender, geographic area, and preferences), when any of this information is linked to Personal Information that identifies that individual.
Personal Information does not include “aggregate” or other non-personally identifiable information. Aggregate information is information that we collect about a group or category of products, services, or users that is not personally identifiable or from which individual identities are removed. We may use and disclose aggregate information, and other non-personally identifiable information, for various purposes at our sole discretion and without notice or liability to you.
Collection of Voluntarily-Provided Information
We collect Personal Information that our users provide to us in a variety of ways on our Services. These include the following:
- E-mail Newsletters. We may offer e-mail newsletters from time to time on our Services. If you sign up to receive a newsletter from us, we collect your e-mail address.
- User Accounts and Profiles. Our Services may give you the ability to register for an account or to create and update a user profile. If we offer user account or profile functionality on the Services, we will collect the Personal Information that you provide to us in the course of registering for an account or creating or updating a user account or profile. This information may include, for example, name, postal address, telephone number, e-mail address, and related demographic information about you. We may indicate that some Personal Information is required for you to register for the account or to create the profile, while some is optional.
- Logging into Networks. Certain networks using our Services may require users to establish or use login credentials. In connection with supporting this log-on functionality, we may collect information such as email addresses, telephone numbers, or user or administrator-created usernames, along with user-created or administrator-created passwords, to facilitate such log-on functionality and otherwise to provide our Services.
- Correspondence. If you contact us by e-mail, using a contact form on the Services, or by other means, we collect the Personal Information contained within, and associated with, your correspondence.
- Testimonials. We display testimonials of satisfied customers on our site in addition to other endorsements. With your consent we may post your testimonial along with your name.
- Information Related to Data Collected for our Customers. Meraki collects information under the direction of its customers, and has no direct relationship with the individuals whose personal data it processes. If you are an individual who makes use of services offered by one of our customers and would no longer like to be contacted by that customer, please contact the customer that you interact with directly. We may transfer personal information to companies that help us provide our Services. Transfers to subsequent third parties are covered by the service agreements with our customers.
Passive Information Collection
When you use or visit our Services, some information is collected automatically. For example, when you access our Services, we automatically collect your browser’s Internet Protocol (IP) address, your browser type, the nature of the device from which you are visiting the Services (e.g., a personal computer or a mobile device), identifiers for any handheld or mobile device that you may be using, the Web site that you visited immediately prior to accessing any Web-based Services, the actions you take on our Services, and the content, features, and activities that you access and engage with on our Services. We also may collect information regarding your interaction with e-mail messages from Meraki, such as whether you opened, clicked on, or forwarded a message.
We may collect this information passively using technologies such as standard server logs, cookies, and clear GIFs (also known as “Web beacons”). We use passively-collected information to administer, operate, maintain and improve our Services and our other services and systems and to provide content that is tailored to you.
If we link or associate any information gathered through passive means with Personal Information, or if applicable laws require us to treat any information gathered through passive means as Personal Information, we treat the combined information as Personal Information under this Policy. Otherwise, we use and disclose information collected by passive means in aggregate form or otherwise in a non-personally identifiable form. Please be aware that in the course of your use of the Services, websites or other services provided by third parties (“Third-Party Services”), including marketing or website optimization vendors, may set cookies on your hard drive or use other means of passively collecting information about your use of their Third-Party Services or other services or content. To do this, they may use first-party cookies (which are set by the same domain your browser is receiving data from) or third-party cookies (which are set by a different domain). Meraki also may make non-personally identifiable information available to Third-Party Services, and these Third-Party Services may collect such information, to assist such parties in understanding our users’ activities and usage patterns on the Services. If desired, you may use the Google Analytics Opt-out Browser Add-on to opt-out of having information collected by Google Analytics.
We do not have access to, or control over, the actions of Third-Party Services. Each provider of Third-Party Services uses information that it collects in accordance with its own privacy and security policies.
Additionally, please be aware that Google and other third-party vendors may place or recognize one or more unique cookies on your computer when you use the Services, and may record information to these cookies based upon your activities on our Services and on third-party websites and other Third-Party Services. Google and these other third-party vendors may use information about those activities to inform, optimize, and serve advertisements. In particular, we may use Google and other third-party vendors to engage in “remarketing,” in which advertisements you see on third-party websites and services may be based on your prior visits to our Services.
To learn more about these practices, and to opt-out from Google’s and other vendors’ use of information collected on the Services through cookies for advertising purposes, you may visit Google’s Ads Preferences Manager, TRUSTe’s Preference Manager, or the Network Advertising Initiative opt-out page. Please note that opting-out will not prevent advertisements from being served to you on the Internet; it will only result in advertisements that utilize cookies to serve advertisements on the specified advertising networks from which you opt-out no longer being targeted. We are not responsible for the activities of other parties that may not comply with your opt-out requests.
Network Usage Information Collected by Our Services
Information from Other Sources
We may receive information about you, including Personal Information, from affiliated and unaffiliated third parties, and may combine this information with other Personal Information we maintain about you in order to ensure we have accurate information. If we do so, this Policy governs any combined information that we maintain in personally identifiable format.
We may also use Personal Information you provide to contact you regarding products, services, and offers, both from ourselves and third parties, that we believe you may find of interest. We allow you to opt-out from receiving marketing communications from us as described in the “Choice” section below.
Except as described in this Policy, we will not disclose your Personal Information that we collect on the Services to third parties without your consent. We may disclose information to third parties if you consent to us doing so, as well as in the following circumstances:
We may disclose Personal Information to third-party service providers (e.g., payment processing and data storage and processing facilities) that assist us in our work. We limit the Personal Information provided to these service providers to that which is reasonably necessary for them to perform their functions, and we require them to agree to maintain the confidentiality of such Personal Information.
Information about our users, including Personal Information, may be disclosed and otherwise transferred to an acquirer, successor, or assignee as part of any merger, acquisition, debt financing, sale of company assets, or similar transaction, as well as in the event of an insolvency, bankruptcy, or receivership in which Personal Information is transferred to one or more third parties as one of our business assets.
To Affiliated Companies
We may disclose Personal Information and other information to our parent company and to other corporate affiliates of ours. These affiliated third-party companies may use and disclose Personal Information and other information that we disclose to them in accordance with their privacy policies and procedures.
To Channel Partners
We may disclose Personal Information and other information to channel partners, such as resellers, of ours. These third parties may use such Personal Information and other information that we disclose to them for purposes such as marketing our products and services to you.
To Protect our Interests
We also may disclose Personal Information and other information if we believe that doing so is legally required or is in our interest to protect our property or other legal rights (including, but not limited to, enforcement of our agreements) or the rights or property of others, or otherwise to help protect the safety or security of our Services or other users of the Services.
If you receive commercial e-mail from us, you may unsubscribe at any time by following the instructions contained within the e-mail. You may also opt-out from receiving commercial e-mail from us, and any other promotional communications that we may send to you from time to time (e.g., by postal mail) by sending your request to us by e-mail at email@example.com or by writing to us at the address given at the end of this policy. Additionally, if we offer user account functionality on the Services, we may allow you to view and modify settings relating to the nature and frequency of promotional communications that you receive from us.
Please be aware that if you opt-out of receiving commercial e-mail from us, it may take up to ten business days for us to process your opt-out request, and you may receive commercial e-mail from us during that period. Additionally, even after you opt-out from receiving commercial messages from us, you will continue to receive administrative messages from us regarding our Services.
You may choose to opt-out of the sharing of your personal information with third parties for their direct marketing purposes at any time by e-mailing us at firstname.lastname@example.org. Once we receive your opt-out request, we will no longer disclose your Personal Information to third-parties for their direct marketing purposes. Please be aware that this opt-out does not prohibit disclosures of Personal Information or other information made for non-direct marketing purposes.
If we offer the ability to create user accounts or profiles on our Services, you may have the ability to access and update certain categories of Personal Information that you provide to us by logging in to your account and accessing your account settings. If you wish to access, amend, or delete any other Personal Information we hold about you, you may contact us at email@example.com.
If you request access to your account including deletion requests on any of our Services (via a user settings page, by e-mail, or otherwise) including requests to remove testimonials that contain Personal Information, we will respond to your access requests within 30 days. Please note that we may need to retain some of your Personal Information in order to satisfy our legal obligations, or where we reasonably believe that we have a legitimate reason to do so.
Please note that Meraki has no direct relationship with the individuals whose personal data we process on behalf of our customers. An individual who seeks access, or who seeks to correct, amend, or delete inaccurate data should direct his or her query to our customer (the data controller). If the customer requests Meraki to remove the data, we will respond to their request within 30 days.
We will retain personal data we process on behalf of our customers for as long as needed to provide services to our customer. Meraki will retain and use this personal information as necessary to comply with our legal obligations, resolve disputes, and enforce our agreements.
The Services may contain links to other Web sites or other Third-Party Services that we do not own or operate. If you choose to visit or use any Third-Party Services or products or services available on or through such Third-Party Services, please be aware that this Policy will not apply to your activities or any information you disclose while using those Third-Party Services or any products or services available on or through such Third-Party Services. We are not responsible for the privacy practices of these Third-Party Services or any products or services on or through them. Additionally, the Services may contain links to Web sites and services that we operate but that are governed by different privacy policies. We encourage you to carefully review the privacy policies applicable to any Web site or service you visit other than the Services before providing any Personal Information on them.
Children’s safety is important to us, and we encourage parents and guardians to take an active interest in the online activities of their children. Our Services are not directed to children under the age of 13, and we do not knowingly collect Personal Information from children under the age of 13 without obtaining parental consent. If we learn that we have collected Personal Information from a child under the age of 13 on our Services, we will delete that information as quickly as possible. If you believe that we may have collected any such Personal Information on our Services, please notify us at firstname.lastname@example.org.
Many of our servers and data centers are located in the United States. If you choose to use the Services from outside the U.S., then you should know that you may be transferring your Personal Information outside of your region and into the U.S. for storage and processing. By providing your Personal Information to us through your use of the Service, you agree to that transfer, storage, and processing in the U.S. Also, we may transfer your data from the U.S. to other countries or regions in connection with storage and processing of data, fulfilling your requests, and operating the Services. You should know that each region can have its own privacy and data security laws, some of which may be less stringent as compared to those of your own region.
We use certain security measures in an effort to protect Personal Information from accidental loss, disclosure, misuse, and destruction. The security of your Personal Information and our customers’ information is important to us. When you enter sensitive information (such as login credentials) we encrypt the transmission of that information using secure socket layer technology (SSL). Please be aware, however, that no data security measures can be guaranteed to be completely effective. Consequently, we cannot ensure or warrant the security of any information that you provide to us. You transmit information to us at your own risk.
If Meraki learns of a security systems breach, then we may attempt to notify you electronically so that you can take appropriate protective steps. Meraki may post a notice through the Services if a security breach occurs. Depending on where you live, you may have a legal right to receive notice of a security breach in writing. To receive a free written notice of a security breach, you should notify us at email@example.com.
We may occasionally update this Policy. When we do, we will post the updated Policy and revise the “last updated” date at the beginning of the Policy. If we change this Policy in a manner that materially alters your rights or obligations under this Policy, we will use reasonable efforts to notify you of the change. For example, we may send a message to your email address, if we have one on file, or generate a pop-up or similar notification when you access the Service for the first time after such material changes are made. We encourage you to periodically review this Policy to stay informed about how we collect, use, and disclose Personal Information. Your continued use of the Services after the revised Policy has become effective indicates that you have read, understood and agreed to the current version of this Policy.
Last Updated: March 3, 2022
License to Use Site and Software
Any software that is made available to download from the Site (“Software“) is pursuant to a separate software license agreement that accompanies the Software, which shall be the governing agreement between Meraki and you with respect to that Software. You agree to comply with the terms and conditions found in such software license agreement prior to using the Software.
You may be required to register for an account to gain access or to use certain Meraki services. You agree to provide accurate, current and complete information while registering for any such account. You understand that the account may not be used by any other person or entity, and you shall assume full responsibility for all activities that happens through your account. You are responsible for keeping your password(s) confidential and must immediately notify Meraki should there be a breach in any way. You may be liable for losses suffered by Meraki or any other Site user as a result of your failure to keep your password confidential. Meraki is not liable to you or to any third party for any loss or damage resulting from any unauthorized access of your account. It is your responsibility to obtain and maintain all equipment and payments of related charges (i.e. internet fees) to access the Site.
User Content and Feedback
We, or our affiliates or licensors, or applicable third parties, retain all rights and title to any registered or unregistered trademarks, logos or service marks displayed on the Site (“Marks”). The Marks are protected by applicable intellectual property laws and may be used under limited circumstances in strict accordance with our Trademark Guidelines available here. Otherwise, you are not permitted to use these Marks without the prior written consent of Meraki or any third party that may own the Mark.
Disclosure; Forward-Looking Statements
Some of the information on this Site may contain projections or other forward-looking statements regarding future events or future financial performance of Meraki and/or Cisco. We wish to caution you that these statements are only predictions and that actual events or results may differ materially. We refer you to the documents Cisco files from time to time with the Securities and Exchange Commission, specifically, Cisco’s most recent Form 10-K, Form 10-Q, and Form 10-Q/A. These documents contain and identify important factors that could cause the actual results to differ materially from those contained in our projections or forward-looking statements, including, among others, potential fluctuations in quarterly results, dependence on new product development; rapid technological and market change, acquisition strategy, manufacturing risks, risks associated with Internet infrastructure, volatility of stock price, financial risk management, and future growth subject to risks.
If you take part in any promotion that we may offer on the Site, you agree to be bound by the terms and conditions that govern that promotion. You also agree to accept any decision that Meraki and our designees make which are discretionary and final in all matters relating to any promotion.
Links to External Sites
Disclaimer of Warranties
UNLESS REQUIRED BY LAW, MERAKI AND ITS AFFILIATES, AND THEIR RESPECTIVE OFFICERS, DIRECTORS, EMPLOYEES, AGENTS, SUPPLIERS AND LICENSORS (COLLECTIVELY, “MERAKI PARTIES”) EXPRESSLY DISCLAIM ALL WARRANTIES OF ANY KIND, WHETHER EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO THE IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT, AND ANY WARRANTIES ARISING FROM A COURSE OF DEALING, USAGE, OR TRADE PRACTICE. YOUR USE OF THE SITE, THE SITE CONTENT, INCLUDING ANY SUBMISSION BY YOU OR ANYONE USING YOUR ACCOUNT, AND RESULTS YOU RECEIVE FROM THE SITE, IS AT YOUR SOLE DISCRETION AND RISK. THE SITE AND SITE CONTENT ARE PROVIDED ON AN “AS IS” AND “AS AVAILABLE” BASIS. THE MERAKI PARTIES DO NOT GUARANTEE THE ACCURACY, COMPLETENESS, OR USEFULNESS OF THE SITE OR SITE CONTENT, OR THAT THE SITE WILL BE UNINTERRUPTED, ERROR-FREE, VIRUS-FREE, SECURE, TIMELY OR THAT ANY DEFECT WILL BE CORRECTED. YOU WILL BE SOLELY RESPONSIBLE FOR ANY DAMAGE TO YOUR COMPUTER OR LOSS OF DATA THAT RESULTS FROM THE DOWNLOAD OF ANY MATERIAL THROUGH THE SITE. NO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY YOU FROM THIS SITE OR FROM ANY MERAKI PARTY WILL CREATE ANY WARRANTY NOT EXPRESSLY AGREED IN WRITING. YOUR SOLE REMEDY FOR ANY DISSATISFACTION WITH THE SITE OR ANY SITE CONTENT IS TO CEASE USING THE SITE OR THE SITE CONTENT.
Limitation of Liability
IN NO EVENT SHALL ANY MERAKI PARTY BE LIABLE TO YOU OR TO ANY THIRD PARTY FOR ANY INDIRECT, INCIDENTAL, SPECIAL, PUNITIVE, CONSEQUENTIAL, OR EXEMPLARY DAMAGES, INCLUDING BUT NOT LIMITED TO, DAMAGES FOR LOSS OF PROFITS OR REVENUES, BUSINESS INTERRUPTION, GOODWILL, USE, DATA OR OTHER INTANGIBLE LOSSES ARISING FROM YOUR USE AND ACCESS OF THE SITE AND SITE CONTENT, OR DAMAGES RELATED TO YOUR RELIANCE ON ANY INFORMATION OBTAINED FROM THE WEBSITE. THIS SECTION APPLIES WHETHER DAMAGES ARE BASED ON WARRANTY, CONTRACT, TORT, STATUTE, OR ANY OTHER LEGAL THEORY AND EVEN IF ANY MERAKI PARTY HAS BEEN ADVISED OF THE POSSIBILITY OF THESE DAMAGES.
THE TOTAL CUMULATIVE LIABILITY OF THE MERAKI PARTIES FOR ALL CLAIMS TO YOU OR TO ANY THIRD PARTY UNDER ANY CIRCUMSTANCE WILL NOT EXCEED $50 USD. BECAUSE SOME JURISDICTIONS DO NOT ALLOW THE EXCLUSION OF IMPLIED WARRANTIES OR LIMITATION OF LIABILITY FOR CONSEQUENTIAL OR INCIDENTAL DAMAGES, THE ABOVE LIMITATION MAY NOT APPLY TO YOU. IN SUCH STATES, THE LIABILITY OF THE MERAKI PARTIES WILL BE LIMITED TO THE MAXIMUM EXTENT PERMITTED BY LAW.
You agree to comply with all export and re-export laws and regulations of United States and any foreign jurisdictions in connection with your use of the Site. By downloading any Site Content, you expressly warrant that you are not in a country where such export is prohibited or are an entity or person to whom such export is prohibited.
500 Terry A Francois
San Francisco, CA 94158
United States of America
All orders will generally be processed the same day and shipped within 2 business days. Once the order is processed, the customer will receive a confirmation email. Delays may occur in case of missing information, special shipping requests, and if import/export related verification is required.
A single Cisco CCW Sales Order can be transmitted to Meraki as multiple Meraki orders due to the below scenarios and will ship separately. Shipping charges will be billed per Meraki order, not per the SO as a whole.
- Duplicate PID
- Different License duration
- Different license addition for MX only (ENT/SEC)
- Different ship ID address
- Different end user ID
- Different request ship date
- Different freight account #
- Different ship method
For most addresses, PO Boxes are not acceptable delivery addresses. If your shipping address must include a PO Box, Cisco Meraki cannot guarantee delivery.
Sales Tax and VAT
In accordance with applicable law, Cisco Meraki collects sales tax or 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 and local sales tax or VAT rates.
Special Delivery Requirements
In case you require any special service for your delivery such as a lift gate or indoor delivery service, or have special export/import requirements, please make sure to let your seller know to include this information on the PO or open a case on the Cisco Customer Service Portal prior order submission to allow sufficient time for the Cisco-Meraki shipping team to review and advise.
Cisco Meraki has products certified in countries all over the world. If you have specific questions regarding Cisco Meraki certifications, please contact your sales representative.
Canceling or Modifying an Order
Orders can be modified or canceled before they have entered the shipping process. Once the shipment is in transit the shipping address can no longer be modified. Please take special care when processing the order to ensure the shipping address is correct and able to accept the delivery. However, if you do require adjustments prior to the shipment, please contact your seller/reseller/distributor or open an urgent case in the Cisco Customer Service Portal as soon as possible. You may be responsible for any applicable adjustment, handling and/or shipping fees if applicable.
Shipping and Delivery
Once your order has been shipped, a shipping notification email will be sent to the email listed in your Purchase Order, containing the tracking number of the shipment and the License Key. In case you ordered the license separately from the hardware product, the License Key will be sent on a separate email.
Opt In (Cisco-routed) program allows the customer to rely on Cisco’s preferred carrier network, typically gives full end to end tracking visibility for parcel shipments, most freight shipments, and eliminates the need for partner/customer carrier information to be provided. However, the Cisco-routed program does not place liability for lost/damaged shipments wholly on Cisco Meraki. To determine when risk/liability is transferred, refer to the Incoterms. Once ownership of the goods has changed from Cisco Meraki per the Incoterms, goods should not be sent back to Cisco without first obtaining a Return Material Authorization (RMA) from Cisco.
Opt Out (self-routed) shipping preference allows the partner or customer to select their own carrier. Cisco Meraki has the ability to ship with most carriers, and the shipping cost will be the responsibility of the bill to party. If there are any concerns with the carrier selected, Cisco Meraki will contact the partner or customer.
Incoterms, Duties & Taxes
Cisco Meraki will send shipments with a variety of Incoterms depending on the customer agreement. Incoterms determine and differentiate between the seller’s and the buyer’s responsibility. In the majority of cases, the “bill to” party on the order will be the importer of record and will be responsible for all duties & taxes, VAT, brokerage or other fees. In some cases, third party billing for duty & tax is not available in the destination country and the receiver/”ship to” will be responsible for these fees.
In the unlikely scenario that you receive your delivery damaged or missing cartons, please accept the shipment and notate as such with the carrier upon delivery. Upon receiving the shipment, take photos to provide supporting information when filing a RMA claim with Cisco Customer Service to assist in the investigation.
Country Specific Information and Transit Times
Each country can have variations in transit time, available ship services and special requirements. Below are the most frequent destinations and estimated delivery times. If there are any further questions, please contact your seller, or open a case on the Cisco Customer Service Portal.
Cisco Meraki will generally ship using Fedex or UPS for parcel, LTL (less than truckload) or FTL (full truckload.) The order will be shipped on Cisco Meraki’s account and billed to the customer if opt in.
NOTE: Above map is for Opt In parcel shipments with a standard service level. Business Days are Monday through Friday, excluding holidays observed by FedEx and UPS. Expedited shipments within the US using an expedited method will generally arrive in 1-3 business days.
Cisco Meraki will generally ship using Fedex or UPS for parcel, LTL (less than truckload) or FTL (full truckload.) The order will be shipped on Cisco Meraki’s account and billed to the customer if opt in. UPS or FedEx shipment to countries within the EU using a paperless process when this option is offered by the courier and applicable for the territory. The commercial invoice is therefore electronic and will not be included in the shipment.
NOTE: Above map is for Opt In parcel shipments with a standard service level. Business Days are Monday through Friday, excluding holidays observed by carriers.
Cisco Meraki will ship via Jiuli if the product is shipped on Cisco Meraki’s account. The most common methods used are SF Express for Airfreight service and Jiuli for Ground service.
To ensure shipment is delivered to the correct End Customer. Jiuli requires the end customer’s signature and company seal upon delivery. If the company seal is unavailable, the person who signs the POD needs to provide identification.
NOTE: Above map is for Opt In parcel shipments with a standard service level. Business Days are Monday through Friday, excluding holidays observed by Jiuli. The delivery times suggested here indicate delivery to the capital cities of each province. For non-capital cities, add 1-2 days for each extra city-tier.
Cisco Meraki will ship using Seino Transportation. In case, ship-to address is in an unserviced area by Seino, Cisco Meraki will ship using Yamato transport. To track delivery status, go to Seino or Yamato and enter the tracking number from ship notification for the latest update. If total order quantity to one ship to address exceeds 2 pallets, the order is delivered with a chartered truck. Default service of chartered truck is pallet delivery.
NOTE: Above map is for Opt In parcel shipments with a standard service level. Business Days are Monday through Friday, excluding holidays observed by Seino.
Other International Locations
International shipments not going to North America or Europe will generally arrive in 2-5 days. If an opt-in shipping method has been chosen, Cisco-Meraki will ship the orders with the best courier option for the region, typically with UPS. UPS offers different international shipping options depending on the territory: UPS Worldwide Expedited: 2-5 days transit time.
Cisco Meraki will ship to Canada with the best available courier service. Any shipment to Canada will ship via FedEx and use the paperless process. The commercial invoice is therefore electronic and will not be included in the shipment.
Ground service to Canada will generally arrive in 2-7 business days. The further east a shipment has to travel, the longer the transit time. Expedited shipments to Canada using an expedited method will usually lead to decreased transit time depending on the transit times each courier can offer.
Cisco Meraki will ship any UPS or FedEx parcel shipment, and Expeditors for freight to Mexico using a paperless process. The commercial invoice is therefore electronic and will not be included in the shipment.
Expedited shipments to Mexico will generally arrive in 2-5 business days. Any delays with customs could impact stated delivery lead times.
Australia and New Zealand
Shipments to Australia and New Zealand will ship from our US distribution centers and will arrive into the country based on the carrier transit capacity, international shipping carriers are different, depending on the receiving country.
Australia: Cisco Meraki will ship via DHL shipments using a paperless process. The commercial invoice is therefore electronic and will not be included in the shipment.
In case of any further questions about shipping, please contact your reseller/distributor, or open a case on the Cisco Customer Service Portal.
End Customer Agreement
Last Updated: November 17 , 2020
Use of the Cisco Meraki products is governed by the Meraki Offer Description, published at https://www.cisco.com/c/dam/en_us/about/doing_business/legal/OfferDescriptions/meraki.pdf
Cisco Meraki provides certain translated versions of the Meraki Offer Description at the links below. Please note that these translations are provided for reference purposes only.
To view the Cisco Meraki Offer Description in Japanese, please click here.
To view the Cisco Meraki Offer Description in Chinese, please click here.
To view the Cisco Meraki Offer Description in French (Canada), please click here.
This page contains versions of the RedBoot bootloader, Linux kernel and OpenWRT distribution modified to run on the Meraki hardware, along with associated licenses. Please note that custom firmware images are not supported by Meraki and may put your device in a non-working state. Devices with custom firmware images are not covered under the limited warranty.
Third Party Licenses
The following products are subject to the VRT Certified Rules License Agreement:
View the latest version of the VRT Certified Rules License Agreement.
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 here 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 End Customer Agreement. 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.