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Cisco Unified IP Phone Administration Guide for Cisco Unified CallManager 5.1 (SIP), Cisco Unified IP Phones
OL-11524-01
Preface
Obtaining Technical Assistance
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 TACService 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.) Ciscoengineers 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 800805 227
EMEA: +32 2 704 55 55
USA: 1 800553 2447
For a complete list of CiscoTAC 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, Ciscohas
established severity definitions.
Severity 1 (S1)—An existing network is “down” or there is a critical impact to
your business operations. You and Ciscowill 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 operations are negatively affected by
inadequate performance of Ciscoproducts. You and Cisco will commit full-time
resources during normal business hours to resolve the situation.