Important Notice
Cisco Systems, Inc. Page vii
Submitting a Service Request
Using the online TAC Service Request Tool is the fastest way to open S3 and
S4 service requests. (S3 and S4 service requests are those in which your
network is minimally impaired or for which you require product
information.) After you describe your situation, the TAC Service Request
Tool provides recommended solutions. If your issue is not resolved using the
recommended resources, your service request is assigned to a Cisco engineer.
The TAC Service Request Tool is located at this URL:
http://www.cisco.com/techsupport/servicerequest
For S1 or S2 service requests or if you do not have Internet access, contact
the Cisco TAC by telephone. (S1 or S2 service requests are those in which
your production network is down or severely degraded.) Cisco engineers are
assigned immediately to S1 and S2 service requests to help keep your
business operations running smoothly.
To open a service request by telephone, use one of the following numbers:
• Asia-Pacific: +61 2 8446 7411 (Australia: 1 800 805 227)
• EMEA: +32 2 704 55 55
• USA: 1 800 553-2447
For a complete list of Cisco TAC contacts, go to this URL:
http://www.cisco.com/techsupport/contacts
Definitions of Service Request Severity
To ensure that all service requests are reported in a standard format, Cisco
has established severity definitions.
• Severity 1 (S1)—Your network is “down,” or there is a critical impact to
your business operations. You and Cisco will commit all necessary
resources around the clock to resolve the situation.
• Severity 2 (S2)—Operation of an existing network is severely degraded,
or significant aspects of your business operation are negatively affected
by inadequate performance of Cisco products. You and Cisco will
commit full-time resources during normal business hours to resolve the
situation.
• Severity 3 (S3)—Operational performance of your network is impaired,
but most business operations remain functional. You and Cisco will
commit resources during normal business hours to restore service to
satisfactory levels.
• Severity 4 (S4)—You require information or assistance with Cisco
product capabilities, installation, or configuration. There is little or no
effect on your business operations.
