Submitting A Service Request; Definitions Of Service Request Severity; Obtaining Additional Publications And Information - Cisco AS5400XM Quick Start Manual

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 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 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)—An existing 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 operations 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 the network is impaired, while 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.
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Obtaining Additional Publications and Information

Information about Cisco products, technologies, and network solutions is available from various online and printed sources.
• The Cisco Product Quick Reference Guide is a handy, compact reference tool that includes brief product overviews, key
features, sample part numbers, and abbreviated technical specifications for many Cisco products that are sold through
channel partners. It is updated twice a year and includes the latest Cisco offerings. To order and find out more about the
Cisco Product Quick Reference Guide, go to this URL:
http://www.cisco.com/go/guide
• 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
• Packet magazine is the Cisco Systems technical user magazine for maximizing Internet and networking investments. Each
quarter, Packet delivers coverage of the latest industry trends, technology breakthroughs, and Cisco products and solutions,
as well as network deployment and troubleshooting tips, configuration examples, customer case studies, certification and
training information, and links to scores of in-depth online resources. You can access Packet magazine at this URL:
http://www.cisco.com/packet
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