APPENDIX C Customer Support
Information You Need to Supply
When requesting technical support from the JTAC by phone, be prepared to provide the following information when prompted.
For existing cases:
•Enter your 11 digit case number followed by the # sign.
You will be routed to your case owner; if your engineer is not available, your call will be routed to the general queue and will be answered by the next available engineer.
For new cases:
•Press the * key
You will be routed to a general queue, and your call will be answered by the next available engineer.
The JTAC engineer will also need the following information:
•Priority level
•Indication of what activity was being performed on the router when the problem occurred
•Problem detail and configuration data, obtained by these commands:
>show version
>show chassis firmware
>show chassis hardware
>show chassis environment
>show configuration
When a new request for technical support is submitted, the JTAC engineer:
1Opens a case and assigns a number
2Begins troubleshooting, diagnostics, and problem replication (if appropriate)
3Provides you with periodic updates on problem status and escalates the problem as appropriate according to escalation management guidelines
4Closes the case when you agree that the problem has been resolved
