Cisco PIX 501 Manuale di avvio rapido - Pagina 16

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Opening a TAC Case

The online TAC Case Open Tool (http://www.cisco.com/tac/caseopen) is the fastest way to open P3

and P4 cases. (Your network is minimally impaired or 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 these recommendations, your case will be

assigned to a Cisco TAC engineer.

For P1 or P2 cases (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.