Cisco Systems 2800 manual Obtaining Technical Assistance, Submitting a Service Request

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13Obtaining Technical Assistance

Cisco Technical Support provides 24-hour-a-day award-winning technical assistance. The Cisco Technical Support & Documentation website on Cisco.com features extensive online support resources. In addition, if you have a valid Cisco service contract, Cisco Technical Assistance Center (TAC) engineers provide telephone support. If you do not have a valid Cisco service contract, contact your reseller.

Cisco Technical Support & Documentation Website

The Cisco Technical Support & Documentation website provides online documents and tools for troubleshooting and resolving technical issues with Cisco products and technologies. The website is available 24 hours a day, at this URL:

http://www.cisco.com/techsupport

Access to all tools on the Cisco Technical Support & Documentation website requires a Cisco.com user ID and password. If you have a valid service contract but do not have a user ID or password, you can register at this URL:

http://tools.cisco.com/RPF/register/register.do

Note Use the Cisco Product Identification (CPI) tool to locate your product serial number before submitting a web or phone request for service. You can access the CPI tool from the Cisco Technical Support & Documentation website by clicking the Tools & Resources link under Documentation & Tools. Choose Cisco Product Identification Tool from the Alphabetical Index drop-down list, or click the Cisco Product Identification Tool link under Alerts & RMAs. The CPI tool offers three search options: by product ID or model name; by tree view; or for certain products, by copying and pasting show command output. Search results show an illustration of your product with the serial number label location highlighted. Locate the serial number label on your product and record the information before placing a service call.

Submitting a Service Request

Using the online TAC Service Request Tool 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 provides recommended solutions. If your issue is not resolved using the recommended resources, your service request is assigned to a Cisco engineer. The TAC Service Request Tool is located at this URL:

http://www.cisco.com/techsupport/servicerequest

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 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

For a complete list of Cisco TAC contacts, go to this URL:

http://www.cisco.com/techsupport/contacts

Definitions of Service Request Severity

To ensure that all service requests 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.

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Contents Including License and Warranty Cisco 90-Day Limited Hardware Warranty Terms Duration of Hardware WarrantyReplacement, Repair, or Refund Policy for Hardware Overview To Receive a Return Materials Authorization RMA NumberSerial Number Label Location for Cisco 2801 Router Product Serial Number LocationTranslated Versions Documents, Equipment, and ToolsUser Documentation Items Included with Cisco 2801 RoutersInstall Chassis Safety InformationItems Not Included Page OBS! Spara Dessa Anvisningar Guarde Estas Instruções GEM Disse Anvisninger Page Statement Installing the RouterAttaching Brackets to the Router for Rack-Mounting Rack-Mounting the RouterBracket Installation for Front Mounting Installing the Router in a Rack Attaching Brackets to the Router for Wall Mounting Wall-Mounting the Router-Cisco 2811 Routers OnlyInstalling the Router on a Desktop Grounding the ChassisGround during normal use. Statement Chassis Ground Connection on Cisco 2801 Chassis Connect Cables 120 VAC, 15 a 240 VAC, 10 A. Statement Power ConnectionsConnecting the Router to AC Power Protective device is rated not greater thanUse copper conductors only. Statement Connecting the Router to DC PowerSize Wire Terminal Lug Protection 60 VDC, 20 A. StatementBe connected first and disconnected last. Statement TipInsulation and conductor. Statement StepElectrical hazards. Statement DC Wire Routing and Attachment for Cisco 2811 RoutersConnecting to One Source Only-Source a or Source B Source a and Source B Wired with Opposite-Polarity Grounds WAN, LAN, and Voice Connections Connecting the Router to Backup PowerT1/E1 WAN Port or Connection Port Type, Color CablePort Color Connection Cable Power Up the RouterChecklist for Power-Up System Management ConnectionsPower-Up Procedure LED Label LED Color or State Meaning Verify the Hardware ConfigurationInterface Numbering Verify the Front Panel LED IndicationsPort Location Interface Numbering Scheme Examples1 Slot Type Interface Numbering RangePerform Initial Configuration Initial Configuration Using the Setup Command Facility Summary of the available interfaces appears User prompt appears To access documentation using Cisco Connection Online CCO Where to Go NextVerify the Initial Configuration To access documentation on Cisco.comOrdering Documentation Obtaining DocumentationCisco.com Product Documentation DVDReporting Security Problems in Cisco Products Documentation FeedbackCisco Product Security Overview Cisco Technical Support & Documentation Website Submitting a Service RequestDefinitions of Service Request Severity Obtaining Technical AssistanceObtaining Additional Publications and Information Page Page Page Page USA
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