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Obtaining Technical Assistance

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 automatically

provides recommended solutions. If your issue is not resolved using the recommended resources, your

service request will be assigned to a Cisco TAC 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 TAC 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)—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.

Regulatory Compliance and Safety Information for Cisco IP/VC 3500 Products (Release 3.0 and Release 4.0)

78-14912-03