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Obtaining Additional Publications and Information

Definitions of Service Request Severity

Obtaining Additional Publications and Information

Cisco 12006 and Cisco 12406 Router Unpacking and Repacking Instructions

For a complete list of Cisco TAC contacts, go to this URL:

http://www.cisco.com/techsupport/contacts

To ensure that all service requests are reported in a standard format, Cisco has

established severity definitions.

Severity 1 (S1)—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.

Severity 2 (S2)—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.

Severity 3 (S3)—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.

Severity 4 (S4)—You require information or assistance with Cisco product

capabilities, installation, or configuration. There is little or no effect on your

business operations.

Information about Cisco products, technologies, and network solutions is

available from various online and printed sources.

Cisco Marketplace provides a variety of Cisco books, reference guides,

•

documentation, and logo merchandise. Visit Cisco Marketplace, the company

store, at this URL:

http://www.cisco.com/go/marketplace/

Cisco Press publishes a wide range of general networking, training and

•

certification titles. Both new and experienced users will benefit from these

publications. For current Cisco Press titles and other information, go to Cisco

Press at this URL:

http://www.ciscopress.com

78-16104-02