Cisco Systems 15501 Technical Assistance Center

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Cisco ONS 15501 User Guide

78-14134-02, Release 2.0

Preface

Obtaining Technical Assistance

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

http://www.cisco.com

Technical Assistance Center

The Cisco TAC is available to all customers who ne ed technical assistance with a C isco product,

technology, or solution. Two levels of support are available: the Cisco TAC website and the Cisco TAC

Escalation Center. The avenue of support that you choose depends on the priority of the problem and the

conditions stated in service co ntracts, when applicable.

We categorize Cisco TAC inquiries according to urgency:

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

product installation, or basic product configuration.

•Priority level 3 (P3)—Your network performance is degraded. Network functionality is noticeably

impaired, but most business operations continue.

•Priority level 2 (P2)—Your production network is severely degraded, affecting significant aspects

of business operations. No workaround is available.

•Priority level 1 (P1)—Your production network is down, and a critical impact to business operations

will occur if service is not restored quickly. No workaround is available.

You can use the Cisco TAC website to resolve P3 and P4 issues yourself, saving both co st and time. The

site provides around-the-clock access to online tools, knowledge bases, and software. To access the

Cisco TAC website, go to this URL:

http://www.cisco.com/tac

All customers, part ners, and resellers w ho have a valid Cisco serv ice contract have comp lete access to

the technical support resources on the Cisco TAC website. Some services on the Cisco TAC website

require a Cisco.com login ID and password. If you have a valid service contract but do not have a login

ID or password, go to this URL to register:

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

If you are a Cisco.com registered user, and you cann ot resolve your technical issues by using the C isco

TAC website, you can open a case online at this URL:

http://www.cisco.com/en/US/support/index.html

If you have Internet access, we recom mend that you open P3 and P4 ca ses through the Cisco TAC

website so that you can describe the situation in your own words and attach any necessary files.

The Cisco TAC Escalation Center add resses priority level 1 or pri ority level 2 issues. These

classifications are assigned when severe network degradation significantly impacts busine ss operations.

When you contact the TAC Escalation Center w ith a P1 or P2 problem, a Cisco TAC engineer

automatically opens a case.

To obtain a directory of toll-free Cisco TAC telephone numbers for your country, go to this URL:

http://www.cisco.com/warp/pu blic/687/Directory/Dir TAC.shtml