Cisco WW Programme FAQs

• General
• Eligibility
• Products
• Ordering
• Processing
• Fulfilment
• Support
• Refunds & Returns
• More About Cisco 

For answers to general questions about the CTXchange Programme, including registration and placing an order, please see CTX Programme FAQs.

General

What is the Cisco WW Programme?

The Cisco Worldwide Programme brings Cisco’s best-in-class networking products and technology to qualifying non-profit organisations. It is Cisco’s goal to empower communities through improved networking solutions and adoption of Internet Technology solutions. Cisco believes that technology enables non-profits to improve their productivity, while also extending their reach and service delivery.

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Eligibility

How can I find out if my organisation is eligible?

Please see Cisco Eligibility Criteria for further information.

How do you define 'direct' and 'indirect' services?

• Direct services - charitable conduct, activities, and/or services that directly benefit a third party beneficiary who is the end recipient of the charitable conduct, activities, and/or services.
• Indirect services – charitable conduct, activities, and/or services that (1) do not directly benefit a third party beneficiary, or (2) directly benefit a third party who is NOT the end recipient of the charitable conduct, activities, and/or services (e.g: foundations and grant-making organisations, umbrella organisations, professional bodies etc).

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Products

Which products are available through the Cisco WW Programme?

Please see the Cisco Directory for further information.

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Ordering

How many Cisco products can I order?

Organisations may request one CISCO donation per fiscal year (1st July – 30th June), with the total administrative fees for all ordered items not to exceed £600 + VAT - up to a £6,000 retail value in all.

For information on placing an order, please see our main Placing an Order FAQs.

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Processing

What happens after I place my order?

• Each order you place for Cisco products must be accompanied by an Order Confirmation letter from a Trustee or Director of your organisation.
• All Cisco orders are subject to approval and may take up to 8 weeks for complete fulfilment. Occasionally, supply issues may result in longer lead times.
• Items within a request might be delivered in more than one shipment. Due to the nature of the network design, product availability, and fiscal year schedules, all product donations are subject to change or delay without notice. Cisco reserves the right to substitute functionally equivalent products for any request.
• Shipping details and SMARTnet contract information provided by Cisco are available on the Order Status page.
• Recipient organisations are required to sign an Equipment Donation Agreement.

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Fulfilment

How will my order be fulfilled?

• Your product(s) will be delivered by courier to your organisation's registered address or the delivery address confirmed in your Order Confirmation.
  
  Please note: Orders may be delivered in more than one shipment.

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Support

What sort of technical support will my organisation receive?

Cisco products include five years of Cisco SMARTnet service and support. After that coverage expires, donation recipients are strongly encouraged to renew their SMARTnet service and support agreement annually (at their own expense) for as long as they own the equipment or until that equipment is declared end-of-life (EOL) and no longer supported by Cisco.

Cisco SMARTnet support is free of charge and includes access to the Cisco Technical Assistance Center (TAC) 24 hours a day, 7 days a week.

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Refunds & Returns

What should I do if I want to return my order?

Please e-mail us at customerservice@ctxchange.org with “Order Return Request” as the subject line, and include the following information in the text of your e-mail:

• Your organisation name
• Your order number
• Return reason

Our Cisco Programme representative will review your request and get in touch with you to make arrangements for the return.

If the Refund is approved, our Cisco Programme representative will provide you with instructions on how to return the product(s) to The Netherlands via a SIGNED FOR service (Postage & Packaging not refundable).

Please note: To receive a refund on products ordered through the Cisco Donation Programme, items should be returned within 60 days of delivery.

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More About Cisco

How can I find out more about Cisco?

Please visit their Partner Profile.

For further information about Cisco’s Community and Philanthropy programmes, please see Cisco Community Investment.

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