This document describes appropriate customer expectations from Cisco
Technical Support with regard to service on ONG platforms. This document also
prepares customers for what a Technical Support engineer asks of them.
This document is intended as a guide. There is no attempt to replace or
modify the legal terms and conditions contained in the service contract or
There are no specific requirements for this document.
This document is not restricted to specific software and hardware
Refer to the
Technical Tips Conventions for more information on document
As an Optical customer with a valid service contract or new equipment
warranty, your initial contact with Technical Support begins in one of three
This guide describes each of these methods briefly. Refer to
Overview for additional information.
Cisco.com contains a great deal of helpful information about the
operation and maintenance of our Optical transport platforms. Cisco.com is a
good place to start when you have a question about the performance of your
system. If you are unable to find the answer you need, open a Technical Support
service request with your web browser. This method allows you to include
information such as log files or error messages, which can provide valuable
information to the Technical Support engineer assigned to your service request.
When you open your service request, you can choose whether you want a return
telephone call from an engineer or whether you prefer to receive an email
Sometimes the most efficient method to get started is to open a service
request by email. You can use email to provide detail that is sometimes
difficult to deliver by voice.
The Technical Support main phone number for access from North America
is (800) 553-2447. You can initiate a call at any time of the day or night, 365
days of the year. Refer to
Service Contacts to determine the best number to use for access from
other parts of the world.
After you have opened a service request, your assigned engineer might
provide you with his or her direct phone number for ease of access. Sometimes,
this is a number in Europe. If you need to contact your engineer directly and
do not have access to overseas phone lines, you can always call the main
Technical Support number and ask the agent to transfer you to your
Email service requests are queued with requests that arrive by phone.
Phone calls do not receive priority over email service requests. In many
circumstances, email service requests are handled before phone calls.
This is additional information to help you open a service request with
Technical Support by phone:
The contact assigned to the service request is asked to be prepared
to assist with troubleshooting and problem resolution.
Out of respect for and in recognition of the security of your
internal network, our engineers do not dial into your system without express
authorization from your central point of contact when a problem is
In the event the Technical Support engineer is not able to get in
touch with the service request contact, the engineer leaves a message and tries
alternative methods of contact as applicable.
The Technical Support staff makes a concerted effort to reach the
contact; however, the contact's help and availability is necessary to proceed
with the service request resolution.
As a customer, you can expect:
Your first call to the Technical Support department to be answered
within three minutes.
Your first call is handled by an agent whose purpose is to locate a
highly qualified Optical engineer who can address your issue, and if needed,
escalate to the proper internal channels.
Subsequent actions depends on the document priority:
For Priority 1 (P1) or P2 service requests, the initial Cisco
agent locates the appropriate engineer and provides you with a live handoff. In
most cases, this takes no more than 15 minutes. Outside of standard business
hours, it is possible for it to take up to an hour for an engineer to
For P3 or P4 service requests, you are advised to expect a return
call when an engineer is available to help. You can expect an engineer to
respond within one hour for all calls received during standard business hours.
Outside of standard business hours, a Cisco engineer responds no later than the
next business day.
The engineer who accepts your service request owns your satisfaction.
You can expect the engineer to resolve your problem or, based on priority and
time constraints, hand the service request off to another qualified
Because Cisco does not use a tiered system, your first contact is
with a highly qualified Cisco engineer. This engineer reviews your problem with
you and develops an effective plan for resolution.
Overall resolution time varies based on the complexity of the
problem and the priority you assign to the service request. In general, this
table shows the Technical Support goals for problem resolution:
Service Request Severity
Solution Delivery Goal
Your warranty or service contract with Cisco covers Optical transport
equipment and the software operating thereon. The supporting infrastructure
belongs to you. Cisco engineers do everything possible to help you diagnose
problems with components outside of our product line, but the engineers cannot
actively take charge of third-party systems or software. This is one area where
your help is essential.
In an effort to resolve your service request, the Technical Support
Diagnose and troubleshoot your problem as it pertains to Cisco
Optical platforms. As previously stated, the Technical Support department makes
every effort to assist you with troubleshooting third-party platforms, but
ultimately is not responsible for them.
Access your system by WebEx (Desktop sharing URL) or Virtual Private
Network (VPN) to troubleshoot problems.
Confirm the configuration of your system in accordance with other
Provide necessary scripts and software to collect detailed
troubleshooting information and diagnostics.
File defect reports with the Cisco development team when a product
fails to perform as specified.
Assist with the implementation of corrected software versions when
bugs are resolved.
Replace failed hardware (Return Materials Authorized [RMA]). Your
part is replaced based on the current service level you have on your product.
These are the typical options:
Standard Warranty: 15-day Return To Factory (RTF) replacement—This
means that when you experience a problem with a product which requires
replacement of the affected device, you have to ship the product back to Cisco
before you receive the replacement.
Advance Replace (AR) Next Business Day (NBD) replacement—This
option is an enhancement to the standard warranty and must be purchased as a
contract to supplement warranty service.
On-site Service (OS) two- or four-hour onsite delivery of
part—This is an enhancement to the standard warranty and must be purchased as a
contract to supplement warranty service.
Process requests for an Engineer Failure Analysis (EFA) initiated by
one of these parties on returned parts:
Technical Support service and support is primarily delivered
remotely. The vast majority of information the Technical Support engineer needs
is available through this method. In addition, troubleshooting tools and other
data used to analyze specific problems are located within the Technical Support
In the rare instance that all remote troubleshooting capabilities
are exhausted, Technical Support can choose to dispatch an Advanced Field
Service Engineer (AFSE) to help facilitate the troubleshooting efforts. This is
at the sole discretion of the Technical Support engineer and management team.
This AFSE is a highly skilled Optical engineer. The AFSE strives to bring the
appropriate test equipment for the type of troubleshooting to be performed.
This engineer does not bring any replacement hardware. With 72 hours notice, an
AFSE resource can be committed. Notice that less than 72 hours is met with
commercially reasonable efforts.
These services are not provided by Technical Support:
Upgrades or support of any third-party products.
Network design—The main focus of Technical Support is to repair
operational production systems which have failed. Network design is not a skill
that Technical Support engineers practice on a routine basis. They can help you
contact your Cisco system engineer, who can assist with design or re-design
Product upgrades—The success of any software upgrade is a direct
reflection of the preparation that goes into it. This requires a depth of
familiarity with your network that Technical Support engineers lack. The
Technical Support staff responds to your calls should your upgrade process run
into problems during execution. Cisco does have an upgrade team who can provide
auditing, planning, and upgrade services for you. These services are available
for a fee. They are not part of the normal maintenance contract or
Training—Technical Support engineers are more than willing to help
you understand issues you have with your Cisco product. However, there are
better resources that provide basic training in product's operation or
maintenance. Cisco maintains a comprehensive list of training partners to
assist in this area.
In order to assist with the timely resolution of your problems, your
support staff is able to:
Access and effectively utilize test equipment necessary for
troubleshooting complex problems (such as SONET test sets and power
Perform basic PC commands (such as
tracert and be familiar with the
Understand any special security limitations or restrictions that
exist on the system
Understand the complete network topology (LAN or SONET) and be able
to provide this information in electronic format.
Login to a Cisco.com account to access technical information and
review open service requests
Create, monitor, and update service requests on
Training with and access to adequate Optical cleaning