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APPENDIX C
Customer Support
C-2
Information You Need to Supply
When requesting technical support from the JTAC by phone, be
prepared to provide the following information when prompted.
For existing cases:
• Enter your 11 digit case number followed by the # sign.
You will be routed to your case owner; if your engineer is not available,
your call will be routed to the general queue and will be answered by
the next available engineer.
For new cases:
• Press the * key
You will be routed to a general queue, and your call will be answered
by the next available engineer.
The JTAC engineer will also need the following information:
• Priority level
• Indication of what activity was being performed on the router when
the problem occurred
• Problem detail and configuration data, obtained by these commands:
> show version
> show chassis firmware
> show chassis hardware
> show chassis environment
> show configuration
When a new request for technical support is submitted, the JTAC
engineer:
1 Opens a case and assigns a number
2 Begins troubleshooting, diagnostics, and problem replication (if
appropriate)
3 Provides you with periodic updates on problem status and escalates
the problem as appropriate according to escalation management
guidelines
4 Closes the case when you agree that the problem has been resolved