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The focal point of all Cisco software and hardware maintenance and support services is the Cisco TAC. The TAC is staffed by senior Customer Engineers who have experience with the Cisco product line and all aspects of data communications networking technology. The TAC provides worldwide technical support.
A problem report or user question begins with a call or electronic mail into the TAC where it is logged, given a case number, and assigned to a Customer Engineer. The Customer Engineer will work with the customer to attempt to answer the question, give advice on system use, help with system configuration, or correct a system malfunction.
This procedure ensures that software updates, modifications, problems, and their solutions are adequately controlled and monitored. The result is a central repository for data related to a problem. This database provides information on tracking, classification, and resolution. Problems are handled in the order they are submitted based on their severity. Problems are reported in accordance with this procedure to the TAC at +1.800.553.2447 or +1.408.526.7209 for international clients. The TAC will open a CASE in the Cisco CARE system. The status of that case is available on the Internet at www.cisco.com. When a CASE is completed, closed, and resolved, version control and configuration control procedures are followed so that software integrity and documentation remain accurate and current.
The following procedures detail the process flow for customer CASEs coming into the TAC. These procedures were developed to reflect the Cisco System Software Support Services Agreement.
· Priority 1 | Production network is down, causing critical impact to business operations 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 | Production network is severely degraded, affecting significant aspects of your business operations. No workaround is available. Cisco and the customer are willing to commit full-time resources during business hours to resolve the situation. |
· Priority 3 | Network performance is degraded. Network functionality is noticeably impaired, but most business operations continue. |
· Priority 4 | Customer requires information or assistance on Cisco product capabilities, installation, or configuration. |
 | Caution Do not rely on electronic mail to submit Priority 1 or Priority 2 problems to Cisco. Please telephone your servicing technical support organization. |
| Elapsed Time | Priority 1 | Priority 2 | Priority 3 | Priority 4 |
|---|---|---|---|---|
1 - Hour | CE Manager |
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4 - Hours | Tech Sup Dir | CE Manager |
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24 - Hours | VP of CA | Tech Sup Dir |
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48 - Hours | Pres. (CEO) | VP of CA |
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72 - Hours |
| CE Manager |
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96 - Hours |
| Pres. (CEO) | Tech Sup Dir | CE Manager |
Have your maintenance contract number for the system that needs service as well as the system's serial number ready. Be prepared to give a brief description of the problem so the dispatcher can write a report and dispatch it to the appropriate CERT (Customer Engineering Response Team). It is also a good idea to tell the dispatcher what the priority level of the problem is (see the priority levels listed above). Next, either you will be connected directly to an available CE or a CE will call you back shortly.
There are three ways to open a CASE with the TAC: online, by phone, or by e-mail. To open a case, initiate any of the following:
www.cisco.com.
tac@cisco.com.
1. When a problem is suspected, the customer calls or e-mails the TAC and a CASE will be opened.
2. The customer should assign a CASE classification based on the criteria provided in the priority list above.
3. If the customer classifies the CASE as P1 or P2 and sends it via e-mail or the Internet, the customer should call the TAC to confirm the problem. The phone number is +1.800.553.2447 or +1.408.526.7209 for international clients.
4. A copy of the CASE is accessible to the customer at www-tac.cisco.com.
1. TAC opens the CASE based on information received from the customer and assigns a CASE number.
2. The CASE is forwarded to the next support level for action and the CASE number is communicated to the originator.
3. TAC Support reviews the CASE and ensures that the classification assigned by the customer is appropriate and that the CASE contains the data and information required to analyze the problem.
Based on the CASE classification, Cisco Systems is committed to the following Initial Customer Response times and Problem Resolution times. A workaround that returns the customer to operation is considered acceptable as an initial Problem Resolution.
| Classification | Initial Customer Response | Problem Resolution |
|---|---|---|
P1 | 1 Hour | COB Next Business Day |
P2 | 2 Hours | COB Third Business Day |
P3 | 8 Hours | Less Than 60 Days |
P4 | 24 Hours | Next Minor Release |
1. When a solution has been developed, TAC closes the CASE and records the elapsed time to measure compliance with the commitments detailed in the table above.
2. TAC contacts the customer and informs them of the solution and arranges the appropriate method of transmittal.
3. In most cases, the problem solution is transmitted to the customer using an encrypted data link. If the size of the solution prohibits direct transmission, the solution is sent by the next available flight or Federal Express overnight priority service.
4. Customer confirms with the TAC the receipt and installation of the solution. They also confirm that the solution resolves the problem described on the CASE.
5. If the problem is not resolved to the customer's satisfaction, the CASE is reopened by the TAC. The CASE is then forwarded to the TAC Support and the Manager of Operations is notified.
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