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• Priority level 2 (P2)—Your production network is severely degraded, affecting significant aspects

of business operations. No workaround is available.

• Priority level 1 (P1)—Your production network is down, and a critical impact to business

operations will occur if service is not restored quickly. No workaround is available.

The Cisco TAC resource that you choose is based on the priority of the problem and the conditions of

service contracts, when applicable.

Cisco TAC Website

You can use the Cisco TAC Web Site to resolve P3 and P4 issues yourself, saving both cost and time.

The site provides around-the-clock access to online tools, knowledge bases, and software. To access

the Cisco TAC Web Site, go to this URL:

http://www.cisco.com/tac

All customers, partners, and resellers who have a valid Cisco service contract have complete access to

the technical support resources on the Cisco TAC Web Site. The Cisco TAC Web Site requires a

Cisco.com login ID and password. If you have a valid service contract but do not have a login ID or

password, go to this URL to register:

http://www.cisco.com/register/

If you are a Cisco.com registered user, and you cannot resolve your technical issues by using the Cisco

TAC Web Site, you can open a case online by using the TAC Case Open tool at this URL:

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

If you have Internet access, we recommend that you open P3 and P4 cases through the Cisco TAC

Web Site.

The Cisco TAC Escalation Center addresses priority level 1 or priority level 2 issues. These

classifications are assigned when severe network degradation significantly impacts business

operations. When you contact the TAC Escalation Center with a P1 or P2 problem, a Cisco TAC

engineer automatically opens a case.

To obtain a directory of toll-free Cisco TAC telephone numbers for your country, go to this URL:

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

Before calling, please check with your network operations center to determine the level of Cisco

support services to which your company is entitled: for example, SMARTnet, SMARTnet Onsite, or

Network Supported Accounts (NSA). When you call the center, please have available your service

agreement number and your product serial number.