This document describes the recommended levels of technical support for
Cisco Building Broadband Service Manager (BBSM). These levels of technical
support apply to these Cisco BBSM software versions:
There are no specific requirements for this document.
This document is not restricted to specific software and hardware
The information in this document was created from the devices in a
specific lab environment. All of the devices used in this document started with
a cleared (default) configuration. If your network is live, make sure that you
understand the potential impact of any command.
For more information on document conventions, refer to the
Cisco Technical Tips
First level (end user) support handles issues with in-room
connectivity. This includes, but is not limited to these:
First level support does not troubleshoot the BBSM network. Remote
access to the BBSM server, to switches, radios, and all devices not in the room
should not be granted to this support level.
First level support calls should not last longer than 15 to 20 minutes.
If a problem cannot be resolved within this time frame, the call must be
escalated to second level support.
All troubleshooting steps and discoveries must be documented and
provided to second level support when a call is escalated.
Note: 90 to 95 percent of first level support calls are not related to a
problem with BBSM.
This diagram illustrates the first level support process
Second level support receives calls escalated by first level support.
Second level support also handles all standard on-site BBSM network issues that
have documented resolutions or patches. This includes the functionality
End user hardware
Remote access to the BBSM server should be granted to second level
support. Cisco does not recommend a specific software product for remote
management of the BBSM server. The integrator or customer makes the decision to
load remote access software on the BBSM server.
When a call has been escalated from first level support, the end user
must not be required to repeat the troubleshooting steps and discoveries from
the first level call.
All undocumented and non-standard issues raised by second level
support, including the in-property BBSM network, are handled by third level
support. Third level support does these:
Discovers the root cause of the issue
Implements the resolution
Documents the issue and the resolution
After the issue and resolution are documented, first and second level
support becomes responsible for handling the issue.