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Quick Start Guide for IP Communications Service Monitor

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Quick Start Guide for IP Communications Service Monitor 1.0

Table Of Contents

Quick Start Guide for IP Communications
Service Monitor 1.0

SUPPLEMENTAL LICENSE AGREEMENT

IP Communications Service Monitor Overview

Licensing

Understanding Licensing Terms

Licensing Your Product

Server and Client System Requirements

IP Communications Service Monitor Port Usage

Installation Paths

Installing IP Communications Service Monitor

Before You Install Service Monitor

Configuring Your System for SNMP Queries

Preparing Information that You Need to Install Service Monitor

Performing the Service Monitor Installation

Before You Begin

Installing Service Monitor

Starting IP Communications Service Monitor

Uninstalling and Reinstalling Service Monitor

Uninstalling Service Monitor

Reinstalling Service Monitor

Where to Go Next

Related Documentation

Obtaining Documentation

Cisco.com

Product Documentation DVD

Ordering Documentation

Documentation Feedback

Cisco Product Security Overview

Reporting Security Problems in Cisco Products

Obtaining Technical Assistance

Cisco Technical Support & Documentation Website

Submitting a Service Request

Definitions of Service Request Severity

Obtaining Additional Publications and Information


Quick Start Guide for IP Communications
Service Monitor 1.0


INCLUDING LICENSE AND WARRANTY

1 SUPPLEMENTAL LICENSE AGREEMENT

SUPPLEMENTAL LICENSE AGREEMENT FOR CISCO SYSTEMS NETWORK MANAGEMENT SOFTWARE: CISCOWORKS IPC SERVICE MONITOR.

IMPORTANT-READ CAREFULLY: This Supplemental License Agreement ("SLA") contains additional limitations on the license to the Software provided to Customer under the End User License Agreement between Customer and Cisco. Capitalized terms used in this SLA and not otherwise defined herein shall have the meanings assigned to them in the End User License Agreement. To the extent that there is a conflict among any of these terms and conditions applicable to the Software, the terms and conditions in this SLA shall take precedence.

By installing, downloading, accessing or otherwise using the Software, Customer agrees to be bound by the terms of this SLA. If Customer does not agree to the terms of this SLA, Customer may not install, download or otherwise use the Software. When used below, the term "server" refers to central processor unit.


1. ADDITIONAL LICENSE RESTRICTIONS.

Installation and Use. The Software components are provided to Customer solely to install, update, supplement, or replace existing functionality of the applicable Network Management Software product. Customer may install and use following Software components:

CiscoWorks Common Services: Contains shared resources used by other components in this bundle. In many cases, all components in this bundle can be installed on a single server.

CiscoWorks IPC Service Monitor: May be installed on one (1) server in Customer's network management environment.

Reproduction and Distribution. Customer may not reproduce nor distribute the Software.

2. DESCRIPTION OF OTHER RIGHTS AND LIMITATIONS.

Please refer to the Cisco Systems, Inc. End User License Agreement.

2 IP Communications Service Monitor Overview

IP Communications Service Monitor (Service Monitor) receives and analyzes data from Cisco 1040 Sensors (Cisco 1040s) installed in your network. Service Monitor examines the mean opinion scores (MOS) calculated by Cisco 1040s, comparing MOS against a user-specified threshold value. When MOS drops below the threshold, Service Monitor generates SNMP traps and sends them to up to four recipients. Optionally, Service Monitor archives MOS data in disk files on the server.

Each licensed instance of Service Monitor can act as a primary Service Monitor for multiple Cisco 1040s. If you have more than one licensed instance of Service Monitor, Service Monitors can act as secondary and tertiary backups for each other. Then, when a Service Monitor is unavailable, Cisco 1040s can fail over to secondary or tertiary Service Monitors until the primary Service Monitor is once again available.

If you configure IP Communications Operation Manager (Operations Manager) as a trap receiver for Service Monitor, Operations Manager can further analyze, display, and act on the traps that Service Monitor generates. Operations Manager can generate service quality events, display and track these events on a real-time dashboard, and display and store event history. You can configure additional event settings on Operations Manager that alert you to low MOS and to the occurrence of many service quality events during a period of time. In addition, you can configure Operations Manager to send notifications by e-mail, SNMP trap, and syslog message.

Licensing

Service Monitor features software-based product registration and license key activation technologies. During the installation process, the installer displays the registration and licensing input dialog box. The following table provides information about terminology used in the registration process.

Understanding Licensing Terms

Table 1 describes PAK and License file and usage of these terms.

Table 1 Understanding PAK and License File

Licensing Terms
Description

Product Authorization Key (PAK)

The PAK is printed on the software claim certificate. Use the PAK to get your license file from Cisco.com. You may obtain and install your license file at any time while you are working on Service Monitor, not necessarily only at the time you install the product.

We recommend that you complete the Service Monitor license registration and receive your product license before installing Service Monitor 1.0.

If the person installing Service Monitor is not authorized to obtain the license on behalf of the administrator, the product can be successfully installed for a period of time using an evaluation license. If you allow the evaluation license to expire, the product will stop working until you supply a valid license file.

License file

When you register your Service Monitor purchase on the product licensing area of Cisco.com, you will receive a license file. You need to provide your PAK to receive a license file.

You must be a registered user of Cisco.com to log in to get your license file at this URL:

http://www.cisco.com/go/license

Logging in allows your Cisco user profile information to auto-populate many of the product registration fields. Login is case sensitive.


Figure 1 displays the licensing screen.

Figure 1 Licensing Screen


Note Figure 1 displays a radio button for PAK and PIN (product identification number). During installation, do not select this radio button. No PIN is provided for Service Monitor. Select either the License File Location or Evaluation Only radio button.


Licensing Your Product

We recommend that prior to installing the Service Monitor 1.0 product, you register the product and receive a permanent license.

To license your product, you must:


Step 1 Register the Service Monitor product using the PAK with Cisco.com to get your license file.

The PAK is printed on the software claim certificate. Log in to Cisco.com at this URL:

http://www.cisco.com/go/license

Logging in allows your Cisco user profile information to auto-populate many of the product registration fields. Login is case sensitive. Your license file will be sent to you through e-mail.

Step 2 Copy the new license file to the CiscoWorks Common Services server into a directory with read permissions for the user name casuser or the user group casusers.

Step 3 Install the license file.

If you have obtained the Service Monitor license prior to installation:

a. During installation, when prompted:

Select the first radio button (see Figure 1).

Use the browse window to locate the license file directory.

b. Click Next to install the license file.

If you have completed the Service Monitor install by selecting Evaluation Only:

a. From the CiscoWorks Homepage, select Common Services > Server > Admin > Licensing.

The License Administration page appears.

b. Click Update.

A file browser popup dialog box appears.

c. Enter the path to the new license file in the License field, or click Browse to locate the license file you copied to the server in step 2.

d. Click OK.

The system verifies whether the license file is valid, and updates the license.

The updated licensing information appears in the License Information page. If you encounter errors, repeat the steps to license your product.


3 Server and Client System Requirements

Table 2 lists minimum server requirements for Service Monitor. Table 3 lists minimum client requirements for Service Monitor. Table 4 lists browser requirements for Service Monitor.

Table 2 Minimum Server Requirements 

Component
Minimum Requirement

Hardware

IBM PC-compatible computer with 1.6 GHz or Pentium IV processor

Color monitor with video card capable of 256 colors or more

CD-ROM drive

10BaseT or faster (10 Mbps or faster network connection)

Software for Windows

One of the following:

Windows Server 2003 Standard Edition

Windows Server 2003 Enterprise Edition


NoteThe system that you use for your Service Monitor server should meet all the security guidelines that Microsoft recommends for Windows 2003 Server. See the Microsoft website for security guidance:
http://www.microsoft.com/technet/security/prodtech/WindowsServer2003.mspx
This website is Copyright © 2008, Microsoft Corporation.

It is recommended that Service Monitor not share a platform with other I/O or disk-intensive applications.


Available memory (RAM)

2 GB

Available disk space

40 GB minimum.

4 GB virtual memory.

NTFS file system1 required.

We recommend that you set virtual memory to twice the size of RAM.

1 Install Service Monitor on an NTFS file system. Do not install Service Monitor on a FAT file system. To verify the file system, open My Computer on the Windows desktop, right-click the drive and select Properties from the popup menu. The file system field appears in the General tab of the Properties dialog box.


Table 3 Minimum Client Hardware and Software Requirements 

Component
Minimum Requirement

Hardware/software

IBM PC-compatible system with at least a 500 MHz Pentium processor running one of the following:

Windows 2000 (Professional and Server) with Service Pack 3 or Service Pack 4

Windows XP Service Pack 1 or Service Pack 2

Windows Server 2003 (Standard and Enterprise Editions)

Color monitor with video card set to 256 colors

Available disk space

1 GB virtual memory

Available memory (RAM)

512 MB minimum

We recommend that you set virtual memory to twice the size of RAM.


Table 4 Browser Requirements 

Browser
Version
Platform

Internet Explorer

6.0.28

Any one of the following:

Windows 2000

Windows XP

6.0 (6.0.3790.0)

Windows Server 2003


IP Communications Service Monitor Port Usage

This section provides a list of ports used by IP Communications Service Monitor.

Table 5 Service Monitor Port Usage 

Protocol
Port Number
Service Name

UDP

53

DNS

UDP

67 and 68

DHCP

UDP

69

TFTP—Service Monitor uses TFTP to find the configuration file for a given Cisco 1040.

UDP

514

Syslog—Service Monitor receives sends syslog messages from Cisco 1040.

TCP

2000

SCCP—Service Monitor uses SCCP to communicate with Cisco 1040s.

TCP

43459

Database


4 Installation Paths

Table 6

If you are installing CiscoWorks IP Communications Service Monitor on a system that...
Then do this

Has no other CiscoWorks products installed

1. Install IP Communications Service Monitor 1.0. CiscoWorks Common Services 3.0 SP1 will also be installed.

2. Register your product on Cisco.com and install the license file for IP Communications Service Monitor. See Licensing Your Product.

Has any other CiscoWorks product installed

Do one of the following:

Install Service Monitor on a different system.

Uninstall and install as follows:

a. Uninstall all CiscoWorks products.

b. After you complete the uninstallation, verify that NMSROOT has been deleted. NMSROOT is the CisoWorks installation directory; its default location is C:\Program Files\CSCOpx. If NMSROOT still exists, delete any remaining files from it.

c. Install IP Communications Service Monitor 1.0.

d. Register your product on Cisco.com and install the license file for IP Communications Service Monitor. See Licensing Your Product.


5 Installing IP Communications Service Monitor

This section includes both of the following:

Before You Install Service Monitor

Performing the Service Monitor Installation

Before You Install Service Monitor

Service Monitor is already installed on a server when you install Operations Manager. To activate Service Monitor on such a server, register your product on Cisco.com and install the license file for IP Communications Service Monitor. See Licensing Your Product.

If you want to monitor Service Monitor using a third-party SNMP management tool, see Configuring Your System for SNMP Queries.

To get ready for performing the installation, see Preparing Information that You Need to Install Service Monitor.

Configuring Your System for SNMP Queries

Service Monitor implements the system application MIB. If you want to use a third-party SNMP management tool to make SNMP queries against the server where Service Monitor is installed, Windows SNMP service must be installed.


Note To improve security, the SNMP set operation is not allowed on any object ID (OID) in the system application MIB. After installation of Service Monitor, you should modify the credentials for Windows SNMP service to not use a default or well-known community string.


You can install Windows SNMP service before or after you install Service Monitor. Use this procedure to determine whether Windows SNMP service is installed.


Step 1 Verify that Windows SNMP service is installed on the server where you will install Service Monitor. To do so:

a. Open the Windows administrative tool Services window.

b. Verify the following:

SNMP Service is displayed on the Windows administrative tool Services window; if so, Windows SNMP service is installed.

SNMP service status is Started; if so, SNMP service is running.

Step 2 If Windows SNMP service is not installed, install it.


Note Windows online help provides instructions for adding and removing Windows components, such as Windows SNMP service. To locate the instructions, try selecting the Index tab in Windows online help and entering a keyword or phrase, such as install SNMP service.



Preparing Information that You Need to Install Service Monitor

To install Service Monitor on a server without Operations Manager, you will need to supply the following information during the installation:

Licensing information—License file location. See Understanding Licensing Terms.


Note If you are installing Service Monitor for evaluation purposes, you do not need to enter licensing information.


Passwords for the admin user and the system identity account—Passwords must contain at least 5 characters. For information about the system identity account, see User Guide for CiscoWorks Common Services 3.0.


Note If you choose a Typical installation, the program generates passwords randomly for the guest and casuser users, and for the database. If you choose a Custom installation, you will be prompted for these passwords also.


Directory name on the server to use for storing binary image files and configuration files for Cisco 1040s.


Note You will copy the Cisco 1040 image files from this directory to a TFTP server when you start to use Service Monitor. See User Guide for IP Communications Service Monitor.


Directory name on the server to use for archiving call metric records from Cisco 1040s if you choose to enable call metric archiving.


Note Call metrics archiving is disabled by default. You can enable it.


Performing the Service Monitor Installation

Do not install Service Monitor on:

A Primary Domain Controller (PDC) or Backup Domain Controller (BDC).

A FAT file system.

An Advanced Server with terminal services enabled in application server mode.

A system with Internet Information Services (IIS) enabled.

A system that does not have name lookup.

Before You Begin

Make sure your system meets the prerequisites:

Required (or desired) operating system upgrades have been performed.

Required Windows service packs are installed.

Close all open or active programs. Do not run other programs during the installation process.

Installing Service Monitor


Step 1 As the local administrator, log in to the machine on which you will install the Service Monitor software, and insert the Service Monitor CD-ROM into the CD-ROM drive. The CiscoWorks IP Communications Service Monitor 1.0 Setup Program window opens.

If the CD-ROM is already in the CD-ROM drive and you stopped the installation process to close programs or if Autostart is disabled, click Setup.exe to restart the process.

Step 2 Click Install. The Welcome window appears.

Step 3 Click Next. The Software License Agreement window appears.

Step 4 Click Accept. The Licensing Information window appears.

Step 5 Select one of these radio buttons, enter any required information, and click Next:

License File Location—For instructions on obtaining a license file, see Licensing.

Evaluation Only


Note Do not select the PAK and PIN radio button. A PIN is not provided for Service Monitor.


Step 6 Select one of the following radio buttons:

Typical—To install the complete Service Monitor package, which contains Common Services 3.0 with Service Pack 1 and Service Monitor 1.0.

Custom—To install the complete Service Monitor package, select a destination directory, and enter passwords for user and database.

If you choose the Typical installation mode, the following information will be supplied for you for the Common Services installation: guest password, Common Services database password, Web Server information, and self-signed certificate information.

If you choose the Custom installation mode, you will be prompted to enter the above information during the installation process.

Step 7 Click Next. The Select Components window appears.

Step 8 Select all radio buttons. Click Next.

The installation program checks dependencies and system requirements.

The System Requirements window displays the results of the requirements check and advises whether the installation can continue. One of the following might occur:

If there is not enough disk space for the installation, the installation program displays an error message and stops.

If the minimum recommended requirements are not met, the installation program displays an error message and continues installing.

Step 9 Click Next. The Change Admin Password window appears:

a. Enter an admin password, confirm, and click Next. The Change System Identity Account Password window appears

b. Enter a System Identity Account password (and confirm), and click Next. The Create casuser dialog box appears.

c. Click Yes to continue with the installation.


Note If you selected the Custom installation mode, during this part of the installation you will be asked to enter the following information: guest password, causer password, Common Services database password, Web server information, and self-signed certificate information.


A window appears, allowing you to specify a location for the call metrics data.

Step 10 Enter or browse to the location where you want the Service Monitor call metrics data stored, and click Next.


Note Call metrics archiving is disabled by default.


A window appears, allowing you to specify a location for the probe image and configuration files.

Step 11 Enter or browse to the location where you want to store the image file and configuration file for Cisco 1040s, and click Next.

Step 12 The Summary window appears, displaying the current settings. Click Next. The installation proceeds.

Step 13 Click OK to confirm additional messages if they are displayed:

If Windows SNMP service is not installed on your system, you will see a message informing you that Windows SNMP service is not installed.

If you did not supply a license file during the installation, a message about obtaining a license file is displayed.

The Restart window appears, informing you that you need to restart your system and can do so now or later.

Step 14 Click Finish.


6 Starting IP Communications Service Monitor


Step 1 In your browser, type http://servername:1741 where servername is the IP address or DNS name of the server where Service Monitor resides. The CiscoWorks home page appears.

Step 2 From the CiscoWorks home page, in the IP Communications Service Monitor pane, select Service Monitor > Service Monitor Operations. A new window opens, displaying the Service Monitor home page.


Note If you have multiple instances of Service Monitor on the CiscoWorks home page, you can always map a Service Monitor instance to its Common Services instance by the server hostname (Service Monitor@server, CS@server).



7 Uninstalling and Reinstalling Service Monitor

This section contains the following:

Uninstalling Service Monitor

Reinstalling Service Monitor

Uninstalling Service Monitor


Caution You must use the IP Communications Service Monitor uninstallation program to remove Service Monitor from your system. If you try to remove the files and programs manually, you can seriously damage your system.


Step 1 As the local administrator, log in to the system on which Service Monitor is installed, and select Start > All Programs > IP Communications Service Monitor 1.0 > Uninstall IP Communications Service Monitor 1.0 to start the uninstallation process. A window appears, listing the components available for uninstallation.

Step 2 Select all check boxes. Click Next. A window appears, displaying the components you have selected to uninstall.

Step 3 Click Next.

Messages showing the progress of the uninstallation appear.

The following message appears:

Uninstallation is complete. Click OK to finish.

Step 4 Click OK.


Reinstalling Service Monitor

The existing database is preserved when you reinstall Service Monitor. As a precaution, the reinstallation procedure performs a backup prior to copying and installing new files on your system.


Step 1 As the local administrator, log in to the machine on which you will reinstall Service Monitor, and insert the Service Monitor CD-ROM into the CD-ROM drive. The installer window appears, asking you if you want to install Service Monitor.


Note If the CD-ROM is already in the CD-ROM drive and you stopped the reinstallation process to close programs or if Autostart is disabled, click Setup.exe from the top directory of your CD-ROM to restart the process.


Step 2 Click Yes. The Welcome window appears.

Step 3 Click Next. The Software License Agreement window appears.

Step 4 Click Accept. The Setup Type dialog box appears.

Step 5 Select the Typical radio button and click Next. The Backup Data window appears.

Step 6 Enter or browse to a directory where you want to store data and click Next. The backup starts and a message is displayed while it is in progress. The Select Components window appears.

Step 7 Select all radio buttons. Click Next.

The installation program checks dependencies and system requirements.

The System Requirements window displays the results of the requirements check and advises whether the installation can continue. One of the following might occur:

If there is not enough disk space for the installation, the installation program displays an error message and stops.

If the minimum recommended requirements are not met, the installation program displays an error message and continues installing.

Step 8 Click Next. A message is displayed, informing you that this is a reinstallation and that the database will be preserved.

Step 9 Click OK. A window appears, displaying the current location for storing call metrics data.

Step 10 Click Next to keep the current location, or browse to a new location and click Next.

A window appears, displaying the current location for storing probe image and configuration files.

Step 11 Click Next to keep the current location, or browse to the location and click Next.

Step 12 The Summary window appears, displaying the current settings. Click Next. The reinstallation proceeds and the Setup Complete window appears.

Step 13 Click Finish.


8 Where to Go Next

After you have installed Service Monitor, you are ready to configure it, install and start managing Cisco 1040s, and start monitoring IP telephony service quality. For more information, see the following User Guides:

User Guide for IP Communications Service Monitor

User Guide for IP Communications Operations Manager

You can access these documents:

In PDF in the Documentation directory on the respective product CD-ROM.

From the online help integrated into CiscoWorks applications and tools.


Note For information about Cisco 1040, see Quick Start Guide for Cisco 1040 Sensor, shipped with Cisco 1040 and available on Cisco.com.


9 Related Documentation


Note Although every effort has been made to validate the accuracy of the information in the printed and electronic documentation, you should also review the documentation on Cisco.com for any updates.


For information about installing, troubleshooting, and using the applications and tools in the IP Communications Management suite, see the sources of information described in Table 7.


Note To view documents in Adobe Portable Document Format (PDF), Adobe Acrobat 4.0 or later is required.


Table 7 Related Documentation 

To learn
more about...
See this document
In the product package?
On the product
CD? 1
On Cisco.com?
On the Cisco Doc. CD?
In the online
help?

The known product bugs (DDTSs)

Release Notes for IP Communications Service Monitor 1.0

No

No

No

Yes

No

Release Notes for IP Communications Operations Manager 1.0

No

No

No

Yes

No

Performing a typical installation

Quick Start Guide for IP Communications Service Monitor 1.0

No

No

No

Yes

No

Quick Start Guide for Cisco 1040 Sensor

No

No

No

Yes

No

Features, tasks, and troubleshooting

User Guide for IP Communications Operations Manager (DOC-7817027=)

No

No

No

Yes

Yes

User Guide for IP Communications Service Monitor (DOC-7817056=)

No

No

No

Yes

Yes

1 Provided as PDF in Documentation folder on the documentation CD.


10 Obtaining Documentation

Cisco documentation and additional literature are available on Cisco.com. Cisco also provides several ways to obtain technical assistance and other technical resources. These sections explain how to obtain technical information from Cisco Systems.

Cisco.com

You can access the most current Cisco documentation at this URL:

http://www.cisco.com/techsupport

You can access the Cisco website at this URL:

http://www.cisco.com

You can access international Cisco websites at this URL:

http://www.cisco.com/public/countries_languages.shtml

Product Documentation DVD

Cisco documentation and additional literature are available in the Product Documentation DVD package, which may have shipped with your product. The Product Documentation DVD is updated regularly and may be more current than printed documentation.

The Product Documentation DVD is a comprehensive library of technical product documentation on portable media. The DVD enables you to access multiple versions of hardware and software installation, configuration, and command guides for Cisco products and to view technical documentation in HTML. With the DVD, you have access to the same documentation that is found on the Cisco website without being connected to the Internet. Certain products also have .pdf versions of the documentation available.

The Product Documentation DVD is available as a single unit or as a subscription. Registered Cisco.com users (Cisco direct customers) can order a Product Documentation DVD (product number DOC-DOCDVD=) from Cisco Marketplace at this URL:

http://www.cisco.com/go/marketplace/

Ordering Documentation

Beginning June 30, 2005, registered Cisco.com users may order Cisco documentation at the Product Documentation Store in the Cisco Marketplace at this URL:

http://www.cisco.com/go/marketplace/

Nonregistered Cisco.com users can order technical documentation from 8:00 a.m. to 5:00 p.m. (0800 to 1700) PDT by calling 1 866 463-3487 in the United States and Canada, or elsewhere by calling 011 408 519-5055. You can also order documentation by e-mail at tech-doc-store-mkpl@external.cisco.com or by fax at 1 408 519-5001 in the United States and Canada, or elsewhere at 011 408 519-5001.

11 Documentation Feedback

You can rate and provide feedback about Cisco technical documents by completing the online feedback form that appears with the technical documents on Cisco.com.

You can send comments about Cisco documentation to bug-doc@cisco.com.

You can submit comments by using the response card (if present) behind the front cover of your document or by writing to the following address:

Cisco Systems
Attn: Customer Document Ordering
170 West Tasman Drive
San Jose, CA 95134-9883

We appreciate your comments.

12 Cisco Product Security Overview

Cisco provides a free online Security Vulnerability Policy portal at this URL:

http://www.cisco.com/en/US/products/products_security_vulnerability_policy.html

From this site, you can perform these tasks:

Report security vulnerabilities in Cisco products.

Obtain assistance with security incidents that involve Cisco products.

Register to receive security information from Cisco.

A current list of security advisories and notices for Cisco products is available at this URL:

http://www.cisco.com/go/psirt

If you prefer to see advisories and notices as they are updated in real time, you can access a Product Security Incident Response Team Really Simple Syndication (PSIRT RSS) feed from this URL:

http://www.cisco.com/en/US/products/products_psirt_rss_feed.html

Reporting Security Problems in Cisco Products

Cisco is committed to delivering secure products. We test our products internally before we release them, and we strive to correct all vulnerabilities quickly. If you think that you might have identified a vulnerability in a Cisco product, contact PSIRT:

Emergencies — security-alert@cisco.com

An emergency is either a condition in which a system is under active attack or a condition for which a severe and urgent security vulnerability should be reported. All other conditions are considered nonemergencies.

Nonemergencies — psirt@cisco.com

In an emergency, you can also reach PSIRT by telephone:

1 877 228-7302

1 408 525-6532


Tip We encourage you to use Pretty Good Privacy (PGP) or a compatible product to encrypt any sensitive information that you send to Cisco. PSIRT can work from encrypted information that is compatible with PGP versions 2.x through 8.x.

Never use a revoked or an expired encryption key. The correct public key to use in your correspondence with PSIRT is the one linked in the Contact Summary section of the Security Vulnerability Policy page at this URL:

http://www.cisco.com/en/US/products/products_security_vulnerability_policy.html

The link on this page has the current PGP key ID in use.


13 Obtaining Technical Assistance

Cisco Technical Support provides 24-hour-a-day award-winning technical assistance. The Cisco Technical Support & Documentation website on Cisco.com features extensive online support resources. In addition, if you have a valid Cisco service contract, Cisco Technical Assistance Center (TAC) engineers provide telephone support. If you do not have a valid Cisco service contract, contact your reseller.

Cisco Technical Support & Documentation Website

The Cisco Technical Support & Documentation website provides online documents and tools for troubleshooting and resolving technical issues with Cisco products and technologies. The website is available 24 hours a day, at this URL:

http://www.cisco.com/techsupport

Access to all tools on the Cisco Technical Support & Documentation website requires a Cisco.com user ID and password. If you have a valid service contract but do not have a user ID or password, you can register at this URL:

http://tools.cisco.com/RPF/register/register.do


Note Use the Cisco Product Identification (CPI) tool to locate your product serial number before submitting a web or phone request for service. You can access the CPI tool from the Cisco Technical Support & Documentation website by clicking the Tools & Resources link under Documentation & Tools. Choose Cisco Product Identification Tool from the Alphabetical Index drop-down list, or click the Cisco Product Identification Tool link under Alerts & RMAs. The CPI tool offers three search options: by product ID or model name; by tree view; or for certain products, by copying and pasting show command output. Search results show an illustration of your product with the serial number label location highlighted. Locate the serial number label on your product and record the information before placing a service call.


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)—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.

14 Obtaining Additional Publications and Information

Information about Cisco products, technologies, and network solutions is available from various online and printed sources.

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

iQ Magazine is the quarterly publication from Cisco Systems designed to help growing companies learn how they can use technology to increase revenue, streamline their business, and expand services. The publication identifies the challenges facing these companies and the technologies to help solve them, using real-world case studies and business strategies to help readers make sound technology investment decisions. You can access iQ Magazine at this URL:

http://www.cisco.com/go/iqmagazine

or view the digital edition at this URL:

http://ciscoiq.texterity.com/ciscoiq/sample/

Internet Protocol Journal is a quarterly journal published by Cisco Systems for engineering professionals involved in designing, developing, and operating public and private internets and intranets. You can access the Internet Protocol Journal at this URL:

http://www.cisco.com/ipj

Networking products offered by Cisco Systems, as well as customer support services, can be obtained at this URL:

http://www.cisco.com/en/US/products/index.html

Networking Professionals Connection is an interactive website for networking professionals to share questions, suggestions, and information about networking products and technologies with Cisco experts and other networking professionals. Join a discussion at this URL:

http://www.cisco.com/discuss/networking

World-class networking training is available from Cisco. You can view current offerings at this URL:

http://www.cisco.com/en/US/learning/index.html