| Before you call TAC, you should execute the show tech-support command from the problem equipment. The output of this command will provide TAC with additional information to help solve the problem. It is also a good idea to keep records of configuration changes, show or debug command output, and any other information relevant to the problem. TAC may request any of this information. In contacting TAC, you must follow a standard process that Cisco has created when you choose not to go online and start a Cisco Support incident to receive technical service. The following are the steps you must follow to get assistance from TAC personnel: -
When you first call TAC, the Customer Response Center will ask for the following information: name, company name, address, email address, contact name , telephone number, equipment type, equipment serial number, and a contract number, if any. At this point, the operator will assign a ticket number. It is a good idea to write down the ticket number, because it will be your reference for future contact. -
The operator will ask for a brief description of the problem and for any additional information regarding the steps that you have taken to resolve the problem. This is the time to describe all documentation that you have gathered. The operator will then assign a priority for your case and send it to the proper engineers . When assigning a priority, the operator uses these guidelines: -
Priority 1 ” Your production network is down or a portion of your production network is down. This priority requires a TAC engineer to stay on the phone during the entire outage or until the priority is downgraded. -
Priority 2 ” You have noticed a significant change in your network performance that is almost crippling your network. -
Priority 3 ” You have noticed that your network performance has been depleting over time and not rebounding. -
Priority 4 ” You need additional information from TAC, including answers to questions about code versions, configuration issues, and additional product information. -
After your ticket has been routed to an engineering group , you will receive automated updates on the status of the ticket each time a change is made to the ticket's status or it is routed to another engineer. At this point, you will also be able to add any information and questions you may have regarding your problem via email or telephone.  |
