Cisco Systems 12000/10700 V3.1.1 Obtaining Tech nical Ass istanc e

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Cisco 12000/10700 v3.1.1 Router Manager User Guide

OL-4455-01

About This Guide Obtaining Technical Assistance

Obtaining Tech nical Ass istanc e

Cisco provid es Ci sco.c om , w hich i ncl udes the Cisc o Technical Assi stanc e Ce nter ( TAC) website, as a

starting point for all technical assistance. Customers and partners can obtain online documentation,

troubleshooting tips, and sample configurations from the Cisco T A C website. Cisco.com registered users

hav e complete access to the technical support resources on the Cisco TAC website, including TAC tools

and utilities.

Cisco.com o ffers a suit e o f in tera ctive, networked serv ice s th at let you ac cess Cisc o in forma tio n,

networkin g solutions, service s, progr ams, and re sources at any time, from anyw here in the world.

Cisco.com p rovides a br oad ran ge of f eat ures an d s er vices to h elp you w it h th ese tasks:

•Streaml ine business processes and i mprove productivity

•Resolve technical issues with online support

•Download and t e st so ft ware pa ck ag es

•Order Cisco l ea rning m ateria ls and merc handi se

•Register for online skill assessment, training, and certification programs

To obtain customized information and service, you can self-register on Cisco.com at this URL:

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

The Cisco TAC is available to all customers who need technical assistance with a Cisco product,

technol ogy, or solution . Two typ es of su pport are available: th e Cisc o TAC website and the Cisc o TAC

Escalat ion Cente r. The type of suppor t that you ch oose depen ds on the prio rity of the problem and th e

conditions stated in service contracts, when applicable.

We cat egorize Cisco TAC inquiries ac cording t o urgency:

•Priority level 4 (P4)—You need information or assistance concerning Cisco product capabilities,

product installation, or basic pro duct c onfiguration. The re is little or no impact to yo ur business

operations.

•Priority level 3 (P3)—Oper ationa l p er forma nc e of the network is im pair ed , but most business

operations remain functional. You and Cisco are willing to commit resources during normal b usiness

hours to restore service to satisfactory levels.

•Priority level 2 (P2)—Operation of an existing network is severely degraded, or significant aspects

of your business opera ti ons are negatively impa cte d by inadeq uat e perf orm ance of Ci sco pro duc ts.

You and Cisco will c ommit full-time resource s during normal b usiness hours to resolv e the situation.

•Priority level 1 (P1)—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.