Cisco PIX-515E Schnellstart-Handbuch - Seite 38

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Opening a TAC Case

Using the online TAC Case Open Tool is the fastest way to open P3 and P4 cases. (P3 and P4 cases are

those in which your network is minimally impaired or for which you require product information.)

After you describe your situation, the TAC Case Open Tool automatically recommends resources for

an immediate solution. If your issue is not resolved using the recommended resources, your case will

be assigned to a Cisco TAC engineer. The online TAC Case Open Tool is located at this URL:

http://www.cisco.com/tac/caseopen

For P1 or P2 cases (P1 and P2 cases are those in which your production network is down or severely

degraded) or if you do not have Internet access, contact Cisco TAC by telephone. Cisco TAC engineers

are assigned immediately to P1 and P2 cases to help keep your business operations running smoothly.

To open a case 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 listing of Cisco TAC contacts, go to this URL:

http://www.cisco.com/warp/public/687/Directory/DirTAC.shtml

TAC Case Priority Definitions

To ensure that all cases are reported in a standard format, Cisco has established case priority

definitions.

Priority 1 (P1)—Your 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.

Priority 2 (P2)—Operation of an existing network is severely degraded, or significant 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.

Priority 3 (P3)—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.

Priority 4 (P4)—You require information or assistance with Cisco product capabilities, installation, or

configuration. There is little or no effect on your business operations.