|
|
You should use the Cisco TAC Web site, located at http://www.cisco.com/tac, when you are experiencing a priority level 3 or 4 problem. Priority 3 (P3) and 4 (P4) level problems are defined as:
Priority 3 (P3)-Your network performance is degraded. Network functionality is noticeably impaired, but most business operations continue.
Priority 4 (P4)-You need information or assistance on Cisco product capabilities, installation advice, or basic product configuration data.
In each of these cases, you should take advantage of the Cisco TAC Web site to quickly find answers to your questions. Many of the questions asked by customers telephoning into the TAC can be answered using the technical documentation and online troubleshooting tools located at
If you would still like to speak with a TAC engineer, you can open your case online using the TAC Case Open tool at
http://www.cisco.com/tac/caseopen
To fully benefit from the technical support resources available through the Cisco TAC Web site, you must be a registered user of Cisco Connection Online (CCO) and hold a valid Cisco Service Agreement (CSA) or Cisco Partner Contract Agreement (PICA). You will need to log into CCO to access the full TAC Web site content and tools. To register for CCO, please visit
http://www.cisco.com/register/
The latest technical support information on the Cisco TAC Web site can be located onthe Cisco TAC Product, Technology and Solutions Pages. These pages provide a single gateway to all technical support content available for Cisco products and technologies. Technical information such as sample configurations, installation guides, technical white papers, technical tips, documentation, troubleshooting guides, security advisories, and field notices can be found at the TAC Product, Technology and Solutions Pages.
TAC Product Pages:
TAC Technology Pages:
TAC Solutions Pages:
In addition to these resources, the TAC Web site "Top Issues" section helps you quickly locate detailed solutions that are guaranteed to resolve a majority of the hottest networking problems experienced at TAC centers worldwide.
Top Issues section:
The Cisco TAC Web site also provides you with many interactive online troubleshooting tools to help you solve the most common networking problems:
Output Interpreter-Decode Cisco IOS software show commands information. Simply copy the entire show command and paste it into the tool. The output will immediately be decoded and relevant errors or warnings contained in the output will be displayed.
Open Q&A Forum-Search the forum for solutions to common internetworking problems. If you cannot find the answer to your question, simply post a question and receive a response from a Cisco Certified Internetworking Expert (CCIE(TM)) professional.
Compatibility Advisor for the Catalyst 5000-Use this tool to determine whether your hardware configuration is valid with your current or target version of Catalyst Supervisor Engine Operating System (Catalyst OS) software by entering your current or planned chassis configuration
2600/3600 Memory Calculator-Computes the memory required for the Cisco 2600/3600 series
Hardware/Software Compatibility Matrix-Determine the compatibility between product numbers and software releases.
Troubleshooting Assistant-This tool simulates the steps a TAC engineer takes when diagnosing your problem. You will be asked questions about your technical issue and then lead to a technical solution or recommendation.
Software downloads-Search, access, and download software, and firmware upgrades, for Cisco products. Link to other software-related technical support applications such as the Software Bug Toolkit, Software Search Tool, and IOS (R) Upgrade Planner.
Software Bug Toolkit-Identify, evaluate, categorize, and track a defect that has real or potential impact to network operations or planning.
Cisco Live!-Can`t find what you`re looking for on our web site? Work directly with a Cisco representative via browser synchronization for assistance with site navigation. Check out Cisco Live! at
Case Open/Query-Escalate your case directly to a TAC engineer via the TAC Case Open tool. In addition, you can view your case history or get a status update on your existing TAC cases.
For a complete list of tools available on the Cisco TAC Web site, please visit us at
http://www.cisco.com/tac/tools
Sign up for the free Cisco TAC Newsletter and TAC News Flashes! These e-mail communications provide you with late-breaking news on updated technical content and troubleshooting tools recently added to the Cisco TAC Web site.
To subscribe to the TAC Newsletter and TAC News Flashes, please visit us at
http://www.cisco.com/public/news_training/itsnews/subscribe.shtml
You should contact the TAC via telephone when you have a priority level 1 or 2 problem.
Priority 1 (P1) and 2 (P2) level problems are defined as:
Priority 1 (P1)-Production network is down, causing critical impact to business operations if service is not restored quickly. No workaround is available. Cisco and the customer are willing to commit substantial resources around the clock to resolve the situation.
Priority 2 (P2)-Production network is severely degraded, impacting significant aspects of your business operations. No workaround is available. Cisco and customer are willing to commit full-time resources during business hours to resolve the situation.
In both of these cases, you should call Cisco TAC via telephone and open a case immediately. Please visit the following URL to obtain a directory of toll-free numbers for your country:
http://www.cisco.com/warp/public/687/Directory/DirTAC.shtml
Before calling, please check with your network operations center and determine the level of Cisco support services to which your company is entitled, such as SMARTnet', SMARTnet(TM) Onsite, or Network Supported Accounts (NSA) services. You should also know your service agreement number and the product serial number.
Please be aware that access to the problem device, and/or additional information about your network, may be required, such as:
History of the problem
Network topology and explanation
Problem and symptoms description
Software version and types of hardware
Physical router configuration
Error or debugging messages logged by the product`s console
Service agreement number-This is the number that used to track the level of services to which you are entitled.
Case number-This is the unique tracking number that Cisco will assign to your issue (e.g. K01234).
Bug ID-This is a tracking number our development engineers use to track errors (e.g. CSCdi15001).
Duty manager-This is your escalation resource in the TAC. The duty manager ensures that the right resources are available to solve your problem.
When you want to order Cisco products-Please use the online ordering tools located at