Cisco 8900 Hardware-Installationshandbuch - Seite 21

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Access to all tools on the Cisco Technical Support & Documentation website requires a Cisco.com user

ID and password. If you have a valid service contract but do not have a user ID or password, you can

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

Note

Use the Cisco Product Identification (CPI) tool to locate your product serial number before submitting

a web or phone request for service. You can access the CPI tool from the Cisco Technical Support &

Documentation website by clicking the Tools & Resources link under Documentation & Tools. Choose

Cisco Product Identification Tool from the Alphabetical Index drop-down list, or click the Cisco

Product Identification Tool link under Alerts & RMAs. The CPI tool offers three search options: by

product ID or model name; by tree view; or for certain products, by copying and pasting show 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 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 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 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 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-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 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

definitions.

Severity 1 (S1)—An existing network is down, or there is a critical impact to your business 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 significant aspects of your

business operations 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.

Releases 2 - 5.2, Part Number OL-4545-01, Rev. H0, May 2006

Cisco MGX 8800/8900 Series Hardware Installation Guide

Obtaining Technical Assistance

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