Filter
Top Products
10 Obtain Technical Assistance
For all customers, partners, resellers, and distributors who hold valid Cisco service contracts, the Cisco Technical
Assistance Center (TAC) provides 24-hour-a-day, award-winning technical support services, online and over the phone.
Cisco.com http://www.cisco.com features the Cisco TAC website as an online starting point for technical assistance. If
you do not hold a valid Cisco service contract, please contact your reseller.
Cisco Technical Support Website
The Cisco TAC website (http://www.cisco.com/tac) provides online documents and tools for troubleshooting and
resolving technical issues with Cisco products and technologies. The Cisco TAC website is available 24 hours a day, 365
days a year.
Accessing all the tools on the Cisco TAC website requires a Cisco.com user ID and password. If you have a valid service
contract but do not have a login ID or password, register at this URL (http://tools.cisco.com/RPF/register/register.do).
Submitting a Service Request
Using the online TAC Service Request Tool (http://www.cisco.com/techsupport/servicerequest) 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 automatically
provides recommended solutions. If your issue is not resolved using the recommended resources, your service request
will be assigned to a Cisco TAC engineer.
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 TAC 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
A complete listing of Cisco TAC contacts (http://www.cisco.com/techsupport/contacts) is available online.
Definitions of Service Request Severity
To ensure that all cases 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