14.2 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:
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 55USA:
1 800 553-2447
For a complete list of Cisco TAC contacts, go to this URL:
14.3 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.
15 Obtaining Additional Publications and Information
Information about Cisco products, technologies, and network solutions is available from
various online and printed sources.
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