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CCNA Routing and Switching 200-120 Exam Cram: (Exam Cram)

CCNA Routing and Switching 200-120 Exam Cram: (Exam Cram)

          
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About the Book

Prepare for Cisco CCNA Routing and Switching 200-120 exam success with this Cisco Exam Cram from Pearson IT Certification, a leader in IT.    Cisco CCNA Routing and Switching 200-120 Exam Cram is the perfect study guide to help you pass the Cisco CCNA 200-120 exam, providing coverage and practice questions for every exam topic. The book contains an extensive set of preparation tools such as exam objective mapping; a self-assessment section that helps you evaluate your motivations and exam readiness; concise, easy-to-read exam topic overviews; Exam Alerts that highlight key concepts; bullet lists and summaries for easy review; Cram Savers, Cram Quizzes, and chapter-ending practice questions that help you assess your knowledge and test your understanding; Notes that indicate areas of concern or specialty training; Tips to help you build a better foundation of knowledge; and an extensive glossary of terms and acronyms. The book also contains the extremely useful Cram Sheet that represents a collection of the most difficult-to-remember facts and numbers you should memorize before taking the test.   Covers the critical information you’ll need to know to score higher on your CCNA exam!   ·         Identify the protocols that operate at specific OSI layers ·         Learn the details of custom subnetting with IPv4 ·         Understand and implement IPv6 ·         Connect, configure, and manage Cisco routers and switches ·         Set up security for routers and switches ·         Create VLANs and set up switch-to-switch trunk linksFilter traffic from one network to another with access control lists (ACLs) ·         Deploy Network Address Translation (NAT) and IOS router DHCP services ·         Learn to predict and verify Spanning Tree Protocol (STP) ·         Configure and verify OSPFv2, OSPFv3, and EIGRP ·         Leverage redundancy protocols including HSRP and GLBP ·         Implement WAN technologies including PPP, HDLC, and Frame Relay ·         Troubleshoot switches and routers, including routing protocols   Mike Valentine has been in the IT field for 16 years, focusing on network design and implementation. He is a Cisco Certified Systems Instructor (#31461) and specializes in Cisco Unified Communications instruction as well as CCNA and CCNP courses. His accessible, humorous, and effective teaching style has demystified Cisco for hundreds of students since he began teaching in 2002.   Keith Barker, CCIE No. 6783 R/S & Security, is a 27-year veteran of the networking industry. He currently works at CBT Nuggets. His past experience includes EDS, Blue Cross, Paramount Pictures, and KnowledgeNET, and he has delivered CCIE-level training for several years.  

Table of Contents:
Introduction . . . . . . . . . . . . . . . . . . . 1 Taking a Certification Exam . . . . . . . .  . . . . . . . 2 Tracking Your Certification Status . . . . .  . . . . . . . 3 How to Prepare for an Exam . . . . . . . .  . . . . . . . . 4     What This Book Will Not Do . . . . . . . . . .  . . . . . 5     What This Book Is Designed to Do . . . . . . . . . . . . 5 About This Book . . . . . . . .  . . . . . . . . . . . 6     CCENT Official Exam Topics . . . .. . . . . 6     Chapter Formats . . . . . . . . . . . . . . . . . 12 Pearson IT Certification Practice Test Engine and Questions on the CD-ROM .  . . 14     Install the Software from the CD . . . . . . . . .. . . . . 14     Activate and Download the Practice Exam . . . . . . . . . . 15     Activating Other Exams . . . . . . . .  . . . . . . . 16     Contacting the Authors . . . . . . . . . . . 16   Self-Assessment . . . . . .  . . . . . . . . . . 17 CCENT in the Real World . . . . . . . . . . . . . 17     The Ideal CCENT Candidate . . . . .  . . . . . . . 18     Put Yourself to the Test . . . . . . . . . . 19   CHAPTER 1: Networking Fundamentals . . . . . . . 25 Essential Terms and Components . . . .. . . . . . . . 26     Topologies . . . . . . .. . . . . . . . 27     Ethernet . . . . . . . . . . . . . . 28     WAN Technologies . . . . . .  . . . . . 31 Review Questions . . . . . . . . . . . .  . . . . . 34 Answers to Review Questions . . . .  . . . . . . 36 What Next? . . . . . . . . . . . . . . 37   CHAPTER 2: Network Models . . . . . . . . 39 Cisco Hierarchical Design . . . .. . . . . . . . . . . 40     Access Layer . . . . . . . . . . . . . . . . . 40     Distribution Layer . . . . . . . . . . . . . 41     Core Layer . . . . . . . . . . . .  . . . . . 41     Advantages of the Three-Layer Model . . .. . . . . 42 OSI Model . . . . . . . . . . . .  . . . . 44     Layer 7: The Application Layer . . . . . .  . . . 45     Layer 6: The Presentation Layer . . . . . . . . . 47     Layer 5: The Session Layer . . .. . . . . . . . 47     Layer 4: The Transport Layer . . . .  . . . . 47     Layer 3: The Network Layer . . . .. . . . . . . 54     Layer 2: The Data Link Layer . . . . . . . . . . . 56     Layer 1: The Physical Layer . . . . . . . . . . . . . 57 TCP/IP Model . . . . . .. . . . . . . 61 Review Questions . . . . . . . . . .. . . . . . . 64 Answers to Review Questions . . . . . . . . . . . . . 67   CHAPTER 3: Concepts in IP Addressing . . . . . . . 69 Binary . . . . . . . . . . .. . . . . 70 Hexadecimal . . . . . . . .. . . . . . . . 74 Conversion Between Binary, Hex, and Decimal .  . . . . . 75     Decimal to Hexadecimal Conversions . . . . . . . . 75     Hexadecimal to Decimal Conversions . . . .. . . . . 75 IP Address Components . . . .  . . . . . . . . . 77     Address Class . . . . . . . .  . . . . . . 77     Public and Private IP Addresses . . . . . . . . . 78     Default Subnet Mask . . . . . . . . . . . 78     The Network Field . . . . . . .. . . . . . . 79     The Host Field . . . . . . . . . . . . . . . . 80     Nondefault Masks . . . . . . . . . . . . . 80     The Subnet Field . . . . . . . . .. . . . . . 81 Subnetting . . . . . . . . . . . . . . . . . . . . . 82     Address Class and Default Mask . . . . . . . . . . . . . 83     The Increment . . . . . . . . . . . . . . . . . . . 84     Number of Hosts . . . . . . . . .. . . . . . 86     The Broadcast ID . . . . . . . . . . . . . 88     Number of Subnets . . . . . . . . .. . . . . . . 89     Working with Subnetting Questions . . . .  . . . 91     The Subnetting Chart . . . . . . . . . . . 93 VLSM . . . . . . . . . . . . . . . . . . . . 96 Route Summarization . . . . . . . . . . . . . . . . 100     Summarization Guidelines . . . . . .. . . . . 102     Determining Summary Addresses . . . . . . . 104 IPv6 . . . . . . . . . . . .. . . . . . . . . 110     IPv6 Address Allocation . . . . . . . . . . . . . . . 112     IPv6 Address Notation . . . . . . . . . . . . 113     Types of IPv6 Addresses . . . . . . . . . . 114     IPv6 Address Configuration . . . . .. . . . 115     IPv6 Router Configuration . . . . . .. . . . . 116     IPv6 Features . . . . . . . . . . . . . . . 117     The IPv6 Header . . . . . . . .. . . . 118     IPv6 Transition Strategies . . . . . .  . . . . 119 Review Questions . . . . . . . . . . . .. . . 122 Answers to Review Questions . . . . . . . . . 128 What Next? . . . . . . . . . . . . .. . . . 131   CHAPTER 4: Working with Cisco Equipment. . . . . . . 133 Introducing Your Cisco Gear . . .  . . . . . . . . . 134     External Connections . . . . . .. . . . . . . . 135     Other Connections . . . . . . . . . . . . . . . . 139 Connecting and Configuring Cisco Devices . . . .  . . . . 141     Device Memory Locations . . . . . . . . . 142     IOS Startup Process . . . . . . .. . . . . 142     Setup Mode . . . . . . . . . . . . . . 144     Configuration Register . . . . .. . . . . 144     Password Recovery . . . . . . . . . . . 145     Command-Line Modes . . . . .. . . . . 146     Command Shortcuts . . . . . . . . . . . . . 148 Context-Sensitive Help . . . . .  . . . . 149 Managing IOS Licensing . . . . . . . . . . . 150 Remote Management . . . . . . . . . . . . . . 152     Telnet . . . . . . . . . . . . . . . . . 152     Secure Shell . . . . . . . . . . . . . 154     Cisco Discovery Protocol . . . . . . . . . . . . . . 155     Internet Control Message Protocol . . .  . . . 156     Network Time Protocol . . . . . . . . . . . 158     Simple Network Management Protocol. . . . .. . . 158     Syslog . . . . . . . . . . .  . . . . . 159     NetFlow . . . . . . . . . . . . . . 159     Basic Switch Configuration . . . . . . . . . . 159     Basic Router Configuration . . . . . . . . . 160 Review Questions . . . . . . . .. . . . . . . 164 Answers to Review Questions . . . . . . . . . . . . . . . 166 What Next? . . . . . . . . . . . . .  . . . . . . . 167   CHAPTER 5: Securing Your Cisco Devices . . . . .. .  . . . . 169 Securing Routers and Switches . . . . . .. . . . . . . . . . 170     Configuring Password Security . . . . . . . .. . . . 170 Configuring SSH Access to Your Router . . . . . . . . . . 174     External Authentication Methods . . . . . . . . . . . . . 176 Switch Port Security . . . . . . . . . . .. . . . . . . . 178     Security Best Practices for Switches . . . . .. . . . . 178 Review Questions . . . . . . . . . . . . . . . . . . . . 184 Answers to Review Questions . . . . .. . . . . . . . . 186 What Next? . . . . . . . . . . . . . . . . . . . . . . . 187   CHAPTER 6: Basic Switch Operations and Configuration . .  . . . . 189 Bridging and Switching . . . . . . . . . . .. . . . . . . . 190     Functions of Bridges and Switches . . . . . . . . . . 191     The Differences Between Switches and Bridges . . . . . . . 195     STP . . . . . . . . . . . . . . .. . . . . . 200 VLAN Concepts and Applications . . . . . . . . . . . . 204     The Definition of a VLAN . . . . . . . . . 206     Benefits of VLANs . . . . . . . .. . . . . . . . 206     Implementing VLANs . . . . . .  . . . . 208     VLAN Membership . . . . . . .  . . . . . 210 Trunking . . . . . . . . . . . . . . .  . . . . . . 212     802.1Q . . . . . . . . . . . . . . . . . . 214     Configuring Switches for Trunking . . . . . . . . . . 215 Review Questions . . . . . . . .  . . . . . . . . 219 Answers to Review Questions . . . . .  . . . . . . . . 222 What Next? . . . . . . . . . . . . . . . . . 224   CHAPTER 7: Basic Routing . . . .  . . 225 Routing Fundamentals . . . . . . . . . . . . . . 226     The Next Hop Concept . . . . . . . . . . 227     Connected Networks . . .  . . . . . . . . . 228     Static Routes . . . . . . . . . . . . . . . 229     Default Routes . . . . . . . . . . . . . . 230     Dynamic Routes . . . . . . . . . . 232     Understanding the Router Lookup Process and the IP Route Table . . .. . 235 Inter-VLAN Routing . . . . . . . . . . 242     Router on a Stick . . . . . . . . . 243     L3 Switching . . . .  . . . . . . . 245 OSPF . . . . . . . . . . . . . . . . . . . 248     Characteristics . . . . . .. . . . . . . . 249     Configuring Single-Area OSPFv2. . . . . . . . 254     Configuring Single-Area OSPFv3. . . . . . . . . . . 258     Verifying and Troubleshooting OSPF. . . . . . . . 260     Verification of OSPFv3 . . .  . . . . . . . . 261 Review Questions . . . . . . . . . . .. . . . . . 265 Answers to Review Questions . . . .. . . . . . 269   CHAPTER 8: Visualizing Data Flow Between Two Hosts on a Network . .  . 271 Host-to-Host Direct Communications . . . . . . . . . 272 Host to Host Through a Switch . . . . . . . . . . . 275 Host to Host Through a Router . . . . . . . . . . 278 Review Questions . . . . . . . . . . . . . . .  . . . . 283 Answers to Review Questions . . . . . . . . . . . . . 286 What Next? . . . . . . . . . . . . . . 288   CHAPTER 9: IP Access Lists . . . . . . . 289 IP Access Lists as Packet Filters . . . . . . . . . . . . . 290     Types of ACLs . . . . . .  . . . . . . . . . 293 Configuring and Implementing . . . . . . . . . . . . . . 296     Configuring Standard ACLs . . . .  . . . . . . 297     Configuring Extended ACLs . . . . . . . . . . . 300     Filtering Telnet and SSH Access . . . . . . . . . . 302 Troubleshooting and Verifying ACL Configurations. . . . .. . . . 308 Review Questions . . . . . . . . . . . . . 311 Answers to Review Questions . . . . .  . . . . . . . . 316 What Next? . . . . . . . . . . . . . . 318   CHAPTER 10: IP Services . . .  . . 319 Network Address Translation . . .. . . . . . . . 320     NAT Terminology . . . .  . . . . . . 321     Applications, Advantages, and Disadvantages of NAT . . . . . . . . . 323     Static NAT . . . . . . . .  . . . . . . . . . . . 324     Dynamic NAT . . . . .. . . . . . . . . . . 326     PAT . . . . . . . . . . . . . . . . . 328     Verification and Troubleshooting NAT and PAT . . . . . 330 Network Time Protocol . . . . . . .  . . . . 334     Configuring an IOS Router as an NTP Client . . . . . . . 335     Verification of NTP . . . . .. . . . . . . . 336 DHCP . . . . . . . . .. . . . . . . . . 338     Configuring an IOS Router as a DHCP Client . . . . . . 338     Configuring an IOS Router as a DHCP Server . . .. . . . 339     Verification of DHCP Operation . . . . . . . . 340 Review Questions . . . . . . .. . . . . . . . . . 343 Answers to Review Questions . . . . . .  . . . . . . 345   CHAPTER 11: Troubleshooting . . . . 347 Troubleshoot Layer 1 Problems . . .. . . . . . . . . . . 348     Problems with the Wiring . . . . .. . . . . . . 348     Duplex . . . . . . . . . . . . . . . . . . 349     Finding the Errors . . . . . . .. . . . . . 349 Verify and Troubleshoot VLANs and Port Membership . . . .. . . . 353     Troubleshooting VLANs . . . . .. . . . . . 354 Verify Trunk Configuration and Operation . . . .. . . . . . 357     Is the Link Up and Configured? . . . . . . . . . . 357     VLANs Must Exist for the Trunk to Support Them . . . . . . 357     Administrative Versus Operational . . . . . . . . . 358 Troubleshoot Problems with IP Addressing and Host Configurations . . 361     Verify Hosts Have Correct IP Addresses . . . . . . . . . . 362     How to Remotely Change a Cisco IP Address . . . . . . . . 362     Making Sure That We Have a Default Gateway on Hosts . . . . . . 362     Troubleshooting NAT . . . . . . . .. . . . . . . . . 363 Troubleshoot ACL Issues . . . . . . . . . . . . 365 Review Questions . . . . . . . . . . . . . . . . . . . 368 Answers to Review Questions . . . . . . . . . . . . 375   CHAPTER 12: Advanced Switching Concepts . . . . . . . 381 Spanning Tree Protocol . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 382     Root Election . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 385     STP Communication with BPDUs . . . . . . . . . . . . . . . . . . . . . . 386     Port Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 386     Port Role Selection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 390     Convergence . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 390     RSTP Enhancements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 392     Understanding Per-VLAN Spanning Tree (PVST) . . . . . . . . . . 393     Setting the Spanning-Tree Mode . . . . . . . . . . . . . . . . . . . . . . . 395     Configuring and Verifying PVST . . . . . . . . . . . . . . . . . . . . . . . 395 EtherChannel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 402     Configuring EtherChannel . . . . . . . . . . . . . . . . . . . . . . . . . . . 404     Verifying EtherChannel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 407 Review Questions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 414 Answers to Review Questions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 417   CHAPTER 13: Advanced Router Operation . . . . . . . . . 419 Router IOS and Configuration File Management . . . . . . . . . . . . . . . . 420     Back Up and Restore IOS . . . . . . . . . . . . . . . . . . . . . . . . . . . . 421 OSPF . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 423     Advanced OSPF Concepts . . . . . . . . . . . . . . . . . . . . . . . . . . . . 424     Multi-Area OSPF . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 429     Implementing Multi-Area OSPFv2 . . . . . . . . . . . . . . . . . . . . . . 432     Verifying and Troubleshooting OSPFv2 . . . . . . . . . . . . . . . . . . 435     Configuring Multi-Area OSPFv3 . . . . . . . . . . . . . . . . . . . . . . . 437 EIGRP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 442     Characteristics of EIGRP . . . . . . . . . . . . . . . . . . . . . . . . . . . . 443     Implementing EIGRP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 447     Verifying and Troubleshooting EIGRP . . . . . . . . . . . . . . . . . . . 448 Review Questions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 452 Answers to Review Questions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 455   CHAPTER 14: Advanced IP Services . . . . . . . . . 457 Recognize High Availability (FHRP) . . . . . . . . . . . . . . . . . . . . . . . . . 458     Hot Standby Router Protocol . . . . . . . . . . . . . . . . . . . . . . . . . 458     Gateway Load Balancing Protocol (GLBP) . . . . . . . . . . . . . . . . 461     Virtual Router Redundancy Protocol (VRRP) . . . . . . . . . . . . . . 462 Configure and Verify Syslog . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 464 Describe SNMP v2 and v3 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 468 Utilize Netflow Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 470 Review Questions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 473 Answers to Review Questions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 477   CHAPTER 15: WAN Operation . . . .. . . . . . . 479 WAN Technologies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 480     Encapsulation Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 482     Frame Relay . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 489 Review Questions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 501 Answers to Review Questions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 503   CHAPTER 16: Advanced Troubleshooting . . . . .. . . . 505 Troubleshoot and Resolve Spanning Tree Operation Issues . . . . . . . . . 506 Troubleshoot and Resolve Routing Issues . . . . . . . . . . . . . . . . . . . . . 511 Troubleshoot and Resolve OSPF Problems . . . . . . . . . . . . . . . . . . . . 514 Troubleshoot and Resolve EIGRP Problems . . . . . . . . . . . . . . . . . . . 519 Troubleshoot and Resolve Inter-VLAN Routing Problems . . . . . . . . . 523 Troubleshoot and Resolve WAN Implementation Issues . . . . . . . . . . . 525 Monitor NetFlow Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 529 Troubleshoot EtherChannel Problems . . . . . . . . . . . . . . . . . . . . . . . 531 Review Questions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 535 Answers to Review Questions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 537   Practice Exam 1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 539   Answer Key to Practice Exam 1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 575 Answers at a Glance to Practice Exam 1 . . . . . . . . . . . . . . . . . . . . . . 575 Answers with Explanations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 576   Practice Exam 2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 587   Answer Key to Practice Exam 2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 625 Answers at a Glance to Practice Exam 2 . . . . . . . . . . . . . . . . . . . . . . 625 Answers with Explanations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 626   Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 635   Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 653


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Product Details
  • ISBN-13: 9780133392722
  • Publisher: Pearson Education (US)
  • Publisher Imprint: Pearson IT Certification
  • Language: English
  • Weight: 1 gr
  • ISBN-10: 0133392724
  • Publisher Date: 24 Dec 2013
  • Binding: Digital download
  • Series Title: Exam Cram


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    • That is known by you to be false, inaccurate or misleading;
    • That infringes any third party's copyright, patent, trademark, trade secret or other proprietary rights or rights of publicity or privacy;
    • That violates any law, statute, ordinance or regulation (including, but not limited to, those governing, consumer protection, unfair competition, anti-discrimination or false advertising);
    • That is, or may reasonably be considered to be, defamatory, libelous, hateful, racially or religiously biased or offensive, unlawfully threatening or unlawfully harassing to any individual, partnership or corporation;
    • For which you were compensated or granted any consideration by any unapproved third party;
    • That includes any information that references other websites, addresses, email addresses, contact information or phone numbers;
    • That contains any computer viruses, worms or other potentially damaging computer programs or files.
    You agree to indemnify and hold Bookswagon (and its officers, directors, agents, subsidiaries, joint ventures, employees and third-party service providers, including but not limited to Bazaarvoice, Inc.), harmless from all claims, demands, and damages (actual and consequential) of every kind and nature, known and unknown including reasonable attorneys' fees, arising out of a breach of your representations and warranties set forth above, or your violation of any law or the rights of a third party.


    For any content that you submit, you grant Bookswagon a perpetual, irrevocable, royalty-free, transferable right and license to use, copy, modify, delete in its entirety, adapt, publish, translate, create derivative works from and/or sell, transfer, and/or distribute such content and/or incorporate such content into any form, medium or technology throughout the world without compensation to you. Additionally,  Bookswagon may transfer or share any personal information that you submit with its third-party service providers, including but not limited to Bazaarvoice, Inc. in accordance with  Privacy Policy


    All content that you submit may be used at Bookswagon's sole discretion. Bookswagon reserves the right to change, condense, withhold publication, remove or delete any content on Bookswagon's website that Bookswagon deems, in its sole discretion, to violate the content guidelines or any other provision of these Terms of Use.  Bookswagon does not guarantee that you will have any recourse through Bookswagon to edit or delete any content you have submitted. Ratings and written comments are generally posted within two to four business days. However, Bookswagon reserves the right to remove or to refuse to post any submission to the extent authorized by law. You acknowledge that you, not Bookswagon, are responsible for the contents of your submission. None of the content that you submit shall be subject to any obligation of confidence on the part of Bookswagon, its agents, subsidiaries, affiliates, partners or third party service providers (including but not limited to Bazaarvoice, Inc.)and their respective directors, officers and employees.

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