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 T ool 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 TAC 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 TAC 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-Pacic: +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 denitions.
Severity 1 (S1) - Y our network is do wn, or there is a critical impact to your b usiness 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 signicant 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.
Severity 3 (S3) - Operational performance of your network is impaired, but most business
operations remain functional. You and Cisco will commit resources during normal business
hours to restore service to satisfactory levels.
Cisco Support Tools User Guide for Cisco Unified Software Release 2.1(1)
7
Preface
Obtaining Technical Assistance