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Obtaining Technical Assistance

For all customers, partners, resellers, and distributors who hold valid Cisco service contracts, Cisco Technical Support provides

24-hour-a-day, award-winning technical assistance. The Cisco Technical Support Website on Cisco.com features extensive

online support resources. In addition, Cisco Technical Assistance Center (TAC) engineers provide telephone support. If you do

not hold a valid Cisco service contract, contact your reseller.

Cisco Technical Support Website

The Cisco Technical Support Website provides online documents and tools for troubleshooting and resolving technical issues

with Cisco products and technologies. The website is available 24 hours a day, 365 days a year, at this URL:

http://www.cisco.com/techsupport

Access to all tools on the Cisco Technical Support Website requires a Cisco.com user ID and password. If you have a valid service

contract but do not have a user ID or password, you can register at this URL:

http://tools.cisco.com/RPF/register/register.do

Use the Cisco Product Identification (CPI) tool to locate your product serial number before submitting a web or phone

Note

request for service. You can access the CPI tool from the Cisco Technical Support Website by clicking the Tools &

Resources link under Documentation & Tools. Choose Cisco Product Identification Tool from the Alphabetical Index

drop-down list, or click the Cisco Product Identification Tool link under Alerts & RMAs. The CPI tool offers three

search options: by product ID or model name; by tree view; or for certain products, by copying and pasting show

command output. Search results show an illustration of your product with the serial number label location highlighted.

Locate the serial number label on your product and record the information before placing a service call.

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

resources, your service request is 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.