Requesting Technical Support
SERVICE REQUEST INFORMATION
Whether submitting a service request online or
by telephone, have the following information
available:
• CCO User ID, service and support contract
number and product serial number
• Network topology and explanation
• Output from “show tech” command (if
applicable) and all other relevant output
• Description of problem and symptoms (only
one problem description per service request)
• Software versions and types of equipment
Cisco Systems Support Quick
Reference Sheet
Cisco Systems Web Site Tools
The below SMARTnet URL, will explain
Cisco’s service and support programs:
TAC home page
http://cisco.com/en/US/partner/support/index.ht
ml
SMARTnet Solutions
SERVICE CONTRACT NUMBERS
SNT _______________ (8x5xNBD)
SNTE ______________ (8x5x4)
SNTP _______________ (24x7x4)
S2P _______________
(24x7x2)
CS
____________ (Onsite 8x5xNBD)
C4S
_____________ (Onsite 8x5x4)
C4P
____________ (Onsite24x7x4)
Severity 1 (S1)
C2P
____________ (Onsite24x7x2)
An existing 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.
SAU
_______________ (Software)
Please note that you set the Severity of
the Service Request.
Severity 2 (S2)
Operation of an existing network is severely
degraded, or significant aspects of your
business operations 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.
SAS ________________ (Software)
Please make sure all chassis and
components are listed by serial numbers on
your service contract for service entitlement.
Service Contract Center
http://www.cisco.com/public/scc/
Advanced Services Data
http://www.cisco.com/en/US/partner/products/s
vcs/ps11/services_segment_category_home.ht
ml
Product Info
http://www.cisco.com/public/products_prod.sht
ml
Product Upgrade Tool
http://www.cisco.com/upgrade/
TAC Software
http://www.cisco.com/software/
End of Life Information
http://www.cisco.com/en/US/products/prod_en
d_of_life.html
Product Alert Subscription
http://tools.cisco.com/Support/PAT/do/ViewMy
Profiles.do
Training Resources
www.cisco.com/techsupport/training
Severity 3 (S3)
Operational performance of the network is
impaired while most business operations
remain functional. You and Cisco will commit
resources during normal business hours to
restore service to satisfactory levels.
Tips for Managing SMARTnet Contracts:
When receiving an RMA open a case via SCC
or contact your partner to have serial #
updated.
Severity 4 (S4)
Case Ha
You require information or assistance with
Cisco product capabilities, installation, or
configuration. There is little or no effect on your
business operations.
Make sure site locations are up-to-date.
Perform an audit on contracts every 6 months
with your partner to verify serial numbers and
site locations are up-to-date and accurate.
If you have a problem with your Cisco product
covered by a valid support agreement, call the
Technical Assistance Center.
United States and Canada at 800-553-2447
Europe at 32-2-704-5555
Australia at 800-805 227
Asia/Pacific region at 61-2-8448-7107
For all Other Areas at 408-526-7209.
You can send an Email to tac@cisco.com
Reseller Partner Account Team
Account Manager (AM)
Name/Email __________________
Phone_______________________
Systems Engineer (SE)
Name/Email __________________
Phone_______________________
Cisco.com Registration & Support
TAC ESCALATION PROCEDURES
If you have opened a Service Request and are
not satisfied with the service, please call the
TAC and use the following procedures to
escalate.
To create a Cisco.com account (cco-id), please
log on to www.cisco.com and click register.
Follow the instructions to create a new profile
by choosing service contract owner and
entering your SMARTnet contract number.
1. Be prepared to provide your Service
Request number and a brief description of
why you want to escalate.
2. Call the TAC at 1-800-553-2447 and ask for
the TAC Duty Manager.
If you need assistance with updating your
profile, please email the Cisco.com team at
web-help@cisco.com
Explain the situation to the duty manager and
request escalation. If additional support is
required, contact your Cisco Reseller partner
or Cisco Systems Account Team.
Create or View a Service Request
http://tools.cisco.com/ServiceRequestTool/crea
te/launch.do
Please note that if you change or add
additional service contracts, you must submit a
request to have these items added to your
Cisco.com profile to have access to these
contracts online.
Cisco Systems Account Team
Account Manager (AM)
Name/Email __________________
Phone_______________________
Systems Engineer (SE)
Name/Email __________________
Phone_______________________
Service Account Manager (SAM)
Name/Email __________________
Phone_______________________
NOTE: Cisco Systems employee paging
system: 1-800-365-4578 or “User
ID”@EPAGE.CISCO.COM
Cisco Systems, Inc. Information. Updated: November 16, 2004