|Searchable Online Documentation|
Our online documentation system includes installation guides and manuals, is easily searchable, and allows you to quickly find information.View Documentation
Search for answers, ask questions, and network with your peers in the Meraki Community.Visit the Community
|Meraki Support Includes|
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, Sydney, Chicago, Shanghai and Tokyo technical assistance centers|
Global Technical Support Locations
Cisco Meraki provides technical support from global office locations including teams located in the United States, the United Kingdom, Australia, China and Japan.
When contacting support, our team aims to connect you with a technical support engineer in your local region, but you may be connected with a representative outside of your local region depending on availability.
Log in to submit cases.
US / North America
Australia / Asia-Pacific
Hong Kong SAR
NoteYou will need your Cisco Meraki account number in order to access telephone support. This number is available on the help tab of the Meraki dashboard.
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.
- 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.
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 contact Meraki 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.
Cisco Meraki’s cloud infrastructure is covered under a 99.99% SLA 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 continues to flow, 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.
- 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.
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.
For Hours/SLA information on legacy Meraki “Pro” networks, please contact Meraki Support.
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 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.
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
- The Customer
- Customer’s Account Representative
- Customer’s Systems Engineer
- Techical Support Engineer owning the case
- Director of Services
- Engineer owning any associated bug/feature
- V.P. of Sales
- V.P. of Engineering
- V.P. of Product Management
- 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
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:
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. Unless you have purchased Meraki Now, advance replacement orders will ship within 1 business day on a best case effort basis. 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.
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 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 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 five years following the EOS Date.
|Product||Announcement||End-of-Sale Date||End-of-Support Date|
|Solar||Sep 3, 2010||Dec 31, 2010||Dec 31, 2015|
|Wall Plug||Sep 3, 2010||Dec 31, 2010||Dec 31, 2015|
|Mini||Sep 3, 2010||Dec 31, 2010||Sep 25, 2017|
|Indoor||Mar 3, 2011||Jun 30, 2011||Jun 30, 2016|
|MX50||Jul 15, 2011||Sep 1, 2011||Sep 1, 2016|
|MX70||Jan 18, 2012||Mar 31, 2012||Mar 31, 2017|
|MR11||May 29, 2012||Aug 30, 2012||Aug 30, 2017|
|MR14||May 29, 2012||Aug 30, 2012||Aug 30, 2017|
|OD2||Jul 26, 2012||Oct 30, 2012||Oct 30, 2017|
|MR58||Jul 26, 2012||Oct 30, 2012||Oct 30, 2017|
|MX90||Nov 5, 2013||Apr 26, 2014||Apr 26, 2021|
|MS22||Nov 5, 2013||Apr 26, 2014||Apr 26, 2021|
|MS22P||Nov 5, 2013||Apr 26, 2014||Apr 26, 2021|
|MS42||Nov 5, 2013||Apr 26, 2014||Apr 26, 2021|
|MS42P||Nov 5, 2013||Apr 26, 2014||Apr 26, 2021|
|SFP/SFP+ Accessories||Nov 5, 2013||Apr 26, 2014||Apr 26, 2021|
|MS22/P and MS42/P Licenses||Jan 6, 2014||Jan 25, 2014||N/A|
|MR16||Feb 27, 2014||May 31, 2014||May 31, 2021|
|MR24||Feb 27, 2014||May 31, 2014||May 31, 2021|
|802.3af PoE Injector||Feb 27, 2014||May 31, 2014||May 31, 2021|
|Systems Manager Enterprise Support License||Sep 22, 2014||Sep 22, 2014||End of customer’s license|
|ANT-11||Jan 12, 2015||Apr 24, 2015||Apr 24, 2022|
|ANT-13||Jan 12, 2015||Apr 24, 2015||Apr 24, 2022|
|MX60||Jul 10, 2015||Oct 24, 2015||Oct 24, 2022|
|MX60W||Jul 10, 2015||Oct 24, 2015||Oct 24, 2022|
|MR12||Jul 27, 2015||Oct 24, 2015||Oct 24, 2022|
|MS320 & MS420 power supplies and fans||Nov 16, 2015||Nov 16, 2015||Nov 16, 2022|
|MX80||Jan 26, 2016||Aug 30, 2016||Aug 30, 2023|
|MR26||Feb 9, 2016||May 9, 2016||May 9, 2023|
|AC-MR-1-XX||Feb 9, 2016||May 9, 2016||May 9, 2023|
|MR34||Aug 1, 2016||Oct 31, 2016||Oct 31, 2023|
|MS420||Aug 1, 2016||Oct 31, 2016||Oct 31, 2023|
|MR18||Dec 8, 2016||Feb 13, 2017||Mar 31, 2024|
|MS320 Series||Dec 8, 2016||Mar 31, 2017||Mar 31, 2024|
|MR32||Jan 18, 2017||Apr 30, 2017||Jul 31, 2024|
|MR72||Mar 7, 2017||Apr 30, 2017||Apr 30, 2024|
|MS220 Series||Mar 16, 2017||Jul 29, 2017||Jul 29, 2024|
|MR66||Jun 7, 2017||Jun 9, 2017||Jun 9, 2024|
|MR62||Aug 15, 2017||Nov 15, 2017||Nov 15, 2024|
|ANT-10||Sep 6, 2017||Sep 11, 2017||Sep 11, 2024|
|MS220-8||Jan 9, 2018||Jul 28, 2018||Jul 28, 2025|
|MX400||Feb 28, 2018||May 20, 2018||May 20, 2025|
|MX600||Feb 28, 2018||May 20, 2018||May 20, 2025|
|Z1||Apr 27, 2018||July 27, 2018||July 27, 2025|
|MC74||Sep 27, 2018||Oct 1, 2018||Apr 1, 2019|
|MX65||Nov 20, 2018||May 28, 2019||May 28, 2026|
|MV21 and MV71||Mar 19, 2019||Jun 19, 2019||Jun 19, 2026|
|GR licenses||Sep 5, 2019||Oct 5, 2019||N/A|
|MR55||Aug 25, 2020||Aug 25, 2020||Aug 1, 2028|
|VMX100||Sep 29, 2020||Dec 22, 2020||Dec 22, 2027|
|MR33||Jan 27, 2021||Jul 21, 2021||Jul 21, 2026|
|MR33-HW||Jan 27, 2021||May 7, 2021||Jul 21, 2026|
|MR42/42E||Jan 27, 2021||Jul 21, 2021||Jul 21, 2026|
|MR45||Jan 27, 2021||Jul 21, 2021||Jul 21, 2026|
|MR52||Jan 27, 2021||Jul 21, 2021||Jul 21, 2026|
|MR53/53E||Jan 27, 2021||Jul 21, 2021||Jul 21, 2026|
|MR53-HW||Jan 27, 2021||May 7, 2021||Jul 21, 2026|
|MR74||Jan 27, 2021||Jul 21, 2021||Jul 21, 2026|
|MR84||Jan 27, 2021||Jul 21, 2021||Jul 21, 2026|
|MR84-HW||Jan 27, 2021||May 7, 2021||Jul 21, 2026|
|802.3at PoE Injector||Jun 1, 2021||Jun 29, 2021||N/A|
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.
If you require replacement of Meraki products covered by Meraki Now services, please call Meraki technical support 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.
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:
- 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.
Q. Why is Meraki making this change?
Q. When will the change to Cisco Online Privacy Statement become effective?
A. For existing Meraki Customers, the change will become effective on February 9, 2017. For new customers, the change is effective immediately.
Q. How can I get more information about the Cisco Online Privacy Statement?
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
Q. How do I object to my personal information being processed under the Cisco Online Privacy Statement?
A. You can contact Meraki by sending an email to email@example.com 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
Q. Will I now receive marketing from Cisco not related to Meraki Products and Services?
A. This update does not change your marketing or communication preferences. You will receive marketing based on the preferences you have previously stated. You can unsubscribe from marketing messages from Cisco or Meraki at any time either by following the instructions contained within the email or emailing us a firstname.lastname@example.org (for messages from Cisco) or email@example.com for messaged from Meraki.
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 Information
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.
Use of Information
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.
Disclosure of Information
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.
Choices Regarding Promotional Communications
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 firstname.lastname@example.org 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.
Your California Privacy Rights
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 email@example.com. 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 firstname.lastname@example.org.
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 email@example.com.
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 firstname.lastname@example.org.
Updates to this Policy
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.
If you have any questions or comments about this Policy, please contact us using the following contact information:
500 Terry François Blvd
San Francisco, CA 94158
Read this policy in:
Last Updated: March 29, 2013
The terms "you," "your," and "yours" refer to you, the user of the Site. The terms "Meraki," "we," "us," and "our" refer to Meraki, LLC.
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Links and Third Party Content
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From time to time, we may offer promotions to Site visitors or registered Site users. To be eligible for a promotion, you must, for the duration of the promotion, reside in a jurisdiction in which the promotion is lawful. If you take part in any promotion, you agree to be bound by the specific promotion rules and by the decisions of Meraki and our designees, which are final in all matters relating to any promotion. Any awards provided by us or our sponsors or partners are at our sole discretion. We and our designees reserve the right to disqualify any entrant or winner in our absolute discretion without notice. Any applicable taxes on any award are the sole responsibility of each winner.
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Cisco Meraki Shipping Policy
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.
License Co-Termination Summary
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.
License Base Price Table (does not include all licenses)
This section expresses in mathematical terms the detailed explanation of the co-termination algorithm described in the previous section.
- Remaining_Time = Time remaining on life of original purchase, expressed in seconds
- New_Time_Purchased = Life of new licenses purchased (i.e., 1-year, 3-year, 5-year, 7-year, or 10-year)1
To calculate the new termination date of your network at the time of purchase of additional devices for your network:
- Determine the amount of time remaining on your current network, before the new purchase, or 0, whichever is greater
- Calculate Incremental_Network_Time purchased on new devices only
- Convert Incremental_Network_Time into Incremental_Dollars_Days, for new devices only
- Calculate the Daily License Usage Rate of your entire network, including all your existing and new devices
- Convert Incremental_Dollars_Days into Incremental_Time_Purchased
- Add Incremental_Time_Purchased to Remaining_Time to calculate Remaining_Time2 of your new network
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.
- Remaining_Time_1 = January 1,2014 - May 8,2013 = 238 days
- Incremental_Network_Time = 1,095 days - 238 days = 857 days
- Incremental_Dollars_Days = 857 days × $2,000 × 2 = 3,428,000 dollar days
- Daily License Usage Rate = (5 MR16s × $150) + (2 MX80s × $2,000) = $4,750
- Incremental_Time_Purchased = (3,428,000 dollars days) / $4,750 = 722 days
- Remaining_Time_2 = 722 days + 238 days = 960 days remaining on new network
Co-Termination Example Problem B:On January 1, 2013, you purchased and activated twenty wireless MR24s with 3-year licenses and one MX400 with a 3-year Advanced Security license for your network. Today is May 8, 2013 (127 days later). You purchase and activate an additional twenty-five wireless MR16s with 3-year licenses to be added to your network.
Calculate in days the remaining time you have on your network.
- Calculate Co-Term of January 1, 2013 Purchase (adding MX400 to MR24s on same day)
- Remaining_Time_1 = January 1,2016 - January 1,2013 = 1,095 days
- Incremental_Network_Time = 1,095 days - 1,095 days = 0 days
- Incremental_Dollars_Days = 0 days × $16,000 × 1 = 0 dollar days
- Daily License Usage Rate = (20 MR24s × $150) + (1 MX400 × $16,000) = $19,000
- Incremental_Time_Purchased = (0 dollars days) / $19,000 = 0 days
- Remaining_Time_2 = 1,095 days + 0 days = 1,095 days remaining on new network
- Calculate Co-Term of May 8, 2013 Purchase (adding twenty-five MR16s to existing network)
- Remaining_Time_1 = January 1,2016 - May 8,2013 = 968 days
- Incremental_Network_Time = 1,095 days - 968 days = 127 days
- Incremental_Dollars_Days = 127 days × $150 × 25 = 476,250 dollar days
- Daily License Usage Rate = (20 MR24s × $150) + (1 MX400 × $16,000) + (25 MR16s × $150) = $22,750
- Incremental_Time_Purchased = (476,250 dollars days) / $22,750 = 21 days
- Remaining_Time_2 = 968 days + 21 days = 989 days remaining on new network
Co-Termination Example Problem C:On January 1, 2013, you purchased and activated fifteen Wireless MR16s with 5-year licenses. On June 30, 2013, you purchased and activated one MX80 with a 3-year Advanced Security license. Today is March 31, 2015 and you purchase and activate two MS42P Switch with a 1-year license.
Calculate in days the remaining time you have on your network.
- Calculate Co-Term of June 30, 2013 Purchase (adding MX80 to MR16s)
- Remaining_Time_1 = December 31,2017 - June 30,2013 = 1,645 days
- Incremental_Network_Time = 1,095 days - 1,645 days = -550 days
- Incremental_Dollars_Days = -550 days × $2,000 × 1 = -1,100,000 dollar days
- Daily License Usage Rate = (15 MR16s × $150) + (1 MX80 × $2,000) = $4,250
- Incremental_Time_Purchased = (-1,100,000 dollars days) / $4,250 = -259 days
- Remaining_Time_2 = -259 days + 1,645 days = 1,386 days remaining on new network Co-termination Date = June 30, 2013 + 1,386 days = April 16, 2017
- Calculate Co-Term of March 31, 2015 Purchase (adding two MS42Ps to existing network)
- Remaining_Time_1 = April 16,2017 - March 31,2015 = 747 days
- Incremental_Network_Time = 365 days - 747 days = -382 days
- Incremental_Dollars_Days= -382 days × $200 × 2 = -152,871 dollar days
- Daily License Usage Rate = (15 MR16s × $150) + (1 MX80 × $2,000) + (2 MS42Ps × $200) = $4,650
- Incremental_Time_Purchased = (-152,871 dollars days) / $4,650 = -33 days
- Remaining_Time_2 = -33 days + 747 days = 714 days remaining on new network Co-termination Date = March 31, 2015 + 714 days = March 14, 2017
Frequently Asked Questions
What is the exact unit of time that is used for the licensing calculations?
Seconds. “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. 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 Incremental_Dollar_Days = New_Time_Purchased * Count of Device * Device Base Price
New Device Incremental_Dollar_Days = (New_Time_Purchased - Remaining_Time) * 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?
Yes. The Meraki Dashboard includes a manual co-termination calculator. To access it, first create a dashboard account for free by clicking here. Then click here to be taken to the co-termination calculator.
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Systems Manager Free 100 Terms and Conditions
Last Updated: April 2017Note: 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.