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Overall Support Cost (Direct (CAP (Complexity of SRs,/ RRRs, Sudden spike…

- - - - Wrong part delivered
      - Increase in severity after first RMA
      - Resolution code is software but still RMA was given
      - Case open >= 6 days
      - Multiple RMAs inc
      - Manufacturing
        
        RMA dead on arrival
        
        Faulty part were sent
      - Customer
        
        Duty / account manager issues
        
        High business impact
        
        Low customer sentiment
      - Engineering
        
        Same pid sent multiple times and then customer asks for FA
        
        RMAs >=3 & FA request is raised by customer
      - Non Avoidable RMAs
      - Wrong address delivered
    - - No signs of troubleshooting
      - No logs are attached and resolution code, but RMA issued for hardware
      - BEMS escalation but went ahead with RMA
      - RMA count > 5, if RMA count is greater than 5 cisco is replacing the part with no resolution
      - Valid TAC