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Cisco IOS XR Getting Started Guide
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Preface
Obtaining Additional Publications and Information

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 r ecommended resources, your service
request is assigned to a Ciscoengineer. 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: 1 800 805 227
EMEA: +32 2 704 55 55
USA: 1 800 553 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 Cisco products. You and
Ciscowill commit full-time resources during normal business hours to resolve the situation.
Severity 3 (S3)—Operational performance of the network is impaired while most business operations
remain functional. You and Ciscowill commit resources during normal business hours to restore service
to satisfactory levels.
Severity 4 (S4)—You require information or assistance with Ciscoproduct capabilities, installation, or
configuration. There is little or no effect on your business operations.
Obtaining Additional Publications and Information
Information about Cisco products, technologies, and ne twork solutions is available from various online
and printed sources.
•The Cisco Product Quick Reference Guide is a handy, compact reference tool that includes brief
product overviews, key features, sample part numbers, and abbreviated technical specifications for
many Ciscoproducts that are sold through channel partners. It is updated twice a year and includes
the latest Cisco channel product offerings. To order and find out more about the Cisco Product Quick
Reference Guide, go to this URL:
http://www.cisco.com/go/guide