Table Of Contents
Quick Start Guide
Cisco 815 Integrated Services Router Cabling and Installation Quick Start Guide
INCLUDING LICENSE AND WARRANTYRevised November 2007, 78-17436-03
1 Cisco 90-Day Limited Hardware Warranty Terms
There are special terms applicable to your hardware warranty and various services that you can use during the warranty period. Your formal Warranty Statement, including the warranties and license agreements applicable to Cisco software, is available on Cisco.com. Follow these steps to access and download the Cisco Information Packet and your warranty and license agreements from Cisco.com.
1. Launch your browser, and go to this URL:
The Warranties and License Agreements page appears.
2. To read the Cisco Information Packet, follow these steps:
a. Click the Information Packet Number field, and make sure that the part number 78-5235-03A0 is highlighted.
b. Select the language in which you would like to read the document.
c. Click Go.
The Cisco Limited Warranty and Software License page from the Information Packet appears.
d. Read the document online, or click the PDF icon to download and print the document in Adobe Portable Document Format (PDF).
Note You must have Adobe Acrobat Reader to view and print PDF files. You can download the reader from Adobe's website, http://www.adobe.com.
3. To read translated and localized warranty information about your product, follow these steps:
a. Enter this part number in the Warranty Document Number field:
b. Select the language in which you would like to read the document.
c. Click Go.
The Cisco warranty page appears.
d. Review the document online, or click the PDF icon to download and print the document in Adobe Portable Document Format (PDF).
You can also contact the Cisco service and support website for assistance:
Duration of Hardware Warranty
Ninety (90) days.
Replacement, Repair, or Refund Policy for Hardware
Cisco or its service center will use commercially reasonable efforts to ship a replacement part within ten (10) working days after receipt of a Return Materials Authorization (RMA) request. Actual delivery times can vary, depending on the customer location.
Cisco reserves the right to refund the purchase price as its exclusive warranty remedy.
To Receive a Return Materials Authorization (RMA) Number
Contact the company from whom you purchased the product. If you purchased the product directly from Cisco, contact your Cisco Sales and Service Representative.
Complete the information below, and keep it for reference:
Company product purchased from
Company telephone number
Product model number
Product serial number
Maintenance contract number
Product Serial Number Location
You may need your product serial number when calling the Technical Assistance Center (TAC).
The serial number label for the Cisco 815 integrated services router is located on the back of the chassis, to the right of the power switch.
Cisco Product Identification Tool
The Cisco Product Identification (CPI) tool provides detailed illustrations and descriptions showing where to find serial number labels on Cisco products. It includes the following features:
•A search option that allows browsing for models using a tree-structured product hierarchy
•A search field on the final results page making it easier to look up multiple products
•Clear identification of end-of-sale products in results lists
The tool streamlines the process of locating serial number labels and identifying products. Serial number information expedites the entitlement process and is important for access to support services.
The Cisco Product Identification tool can be accessed at the following URL:
Cisco Product Accessibility
This product family leverages a command line interface (CLI). The CLI is 508 conformant since it is text based and relies on a keyboard for navigation. All functions of the router can be configured and monitored through the CLI.
For a complete list of guidelines and Cisco products adherence to accessibility, see Cisco Accessibility Products at the following URL:
The Cisco 815 integrated services router (see Figure 1) is a small, modular desktop router that provides an integrated cable solution. The Cisco 815 integrated services router communicates over a cable hybrid fiber coaxial (HFC) network for office-to-Internet connectivity or branch-to-branch connectivity. The Cisco cable modem High-Performance WAN interface cards (HWICs) are installed in the router as a fixed configuration for one HWIC full-feature cable modem high-speed interaction, including quality of service (QoS) functionality.
Figure 1 Cisco 815 Integrated Services Router
The Cisco 815 integrated services router has the following hardware features:
•One cable modem Data-Over-Cable Service Interface Specification (DOCSIS) port
•One 10/100 Fast Ethernet port
•Four 10/100BASE-TX Ethernet switch ports
•32 MB of flash memory and 64 MB of DRAM (DRAM can be upgraded to 128 MB)
•32 MB of NVRAM
The Cisco 815 integrated services router has the following software features:
•Cisco IOS IP Base software image
•Cisco IOS advanced security software image available as a factory upgrade option
•Supports virtual private network (VPN) when upgraded
•Supports a maximum of 16 VLANs
•Supports DOCSIS 2.0, DOCSIS 1.1, and DOCSIS 1.0
3 Documents, Equipment, and Tools
This section describes the documents, equipment, and tools included with the Cisco 815 integrated services router.
Items Included with the Cisco 815 Integrated Services Router
When you unpack the box containing your Cisco 815 integrated services router, you should find the following items:
•One DB-9-to-DB-25 modem adapter
•One RJ-45-to-DB-9 console cable
•One Ethernet cable
•Cisco.com card; Cisco product registration card
•Rubber chassis feet for desktop application
•Cisco Router and Security Device Manager CD
Figure 2 Items Included with the Cisco 815 Integrated Services Router
Cisco 815 integrated services router
DB-9 to DB-25 adapter
Console cable (RJ-45 to DB-9)
Items Not Included with the Cisco 815 Integrated Services Router
One or more items in this list may be required for your installation:
•PC running terminal emulation software, or a modem for remote administrative access
•Cable for cable-modem interface
•Number-2 Phillips screwdriver
For complete platform documentation, see the following URL:
All the documents referenced in this quick start guide are available on Cisco.com. For information on accessing Cisco.com, see the "Where to Go Next" section. To view or print an online document in its original page format, click the PDF icon.
4 Ports and LEDs
This section describes the ports and LEDs on the Cisco 815 integrated services router.
Back Panel Ports and LEDs
Figure 3 Back Panel
Kensington-compatible locking socket
WIC 1 OK
WIC 0 slot
MOD OK LED
WIC 1 slot
10/100-Mbps Fast Ethernet port
FDX, 100, and LINK LEDs
WIC 0 OK LED
Table 1 Back Panel Connectors
Connector/Slot Label/Color Description
Fast Ethernet port
10/100 ETHERNET (yellow)
Connects the router to the local Ethernet network through this port. This port autosenses the speed (10 Mbps or 100 Mbps) and duplex mode (full- or half-) of the device to which it is connected and then operates at the same speed and duplex mode.
Connects to a modem for remote configuration with Cisco IOS software.
Connects to a terminal or PC for local configuration using
Cisco IOS software.
Supports interface card with four 10/100-BASE-TX Ethernet switch ports. See Figure 4.
Supports one Cisco cable WIC. See Figure 5.
Figure 4 WIC-4ESW
Figure 5 HWIC-CABLE-D-2
Front Panel LEDs
Figure 6 Front Panel LEDs
5 Install the Router
Set the Cisco 815 integrated services router on a desktop or table. Attach the four rubber feet to the bottom of the chassis. For more detailed installation instructions, see the Cisco 815 integrated services router hardware installation documentation at the following URL:
For safety information you must know before working on your Cisco router, see the Regulatory Compliance and Safety Information for Cisco 800 Series and SOHO Series Router document.
The Regulatory Compliance and Safety Information for the Cisco 800 Series and SOHO Series Routers document contains translations of the warnings that appear in this quick start guide.
Warnings and Cautions
When you install the Cisco 815 integrated services router, observe the warnings and precautions in this section.
In addition, for safety information you must know before working on your Cisco router, see the Regulatory Compliance and Safety Information for Cisco 800 Series and SOHO Series Router document that accompanied this device. The Regulatory Compliance and Safety Information document also contains translations of the warnings that appear in this quick start guide.
Statement 1071—Warning Definition
Warning Before working on a system that has an on/off switch, turn OFF the power and unplug the power cord. Statement 1
Warning Ultimate disposal of this product should be handled according to all national laws and regulations. Statement 1040
Warning To prevent the system from overheating, do not operate it in an area that exceeds the maximum recommended ambient temperature of 40 deg. Statement 1047
Caution To prevent damage to the chassis, never attempt to lift of tilt the chassis by the plastic panel on the front. Always hold the chassis by the metal body.
Caution To prevent damage to the chassis, never attempt to lift or tilt the chassis by the plastic panel on the front. Always hold the chassis by the metal body.
Caution Your chassis installation must allow unrestricted airflow for chassis cooling. For placing the router on a desktop, keep at least 1 inch (2.54 cm) of clear space beside the cooling inlet and exhaust vents.
Caution Do not place any items that weigh more than 10 pounds (4.5 kilograms) on top of the chassis, and do not stack routers on a desktop.
Caution There are no field-replaceable parts inside the router. Do not open the router enclosure to replace parts.
6 Connect to the Router
This section describes the procedures for cable connections.
Warning Do not work on the system or connect or disconnect cables during periods of lightning activity. Statement 1001
Warning Read the installation instructions before connecting the system to the power source. Statement 1004
Note The installation must comply with all required electrical codes applicable at the installation site.
Warning Hazardous network voltages are present in WAN ports regardless of whether power to the router is OFF or ON. To avoid electric shock, use caution when working near WAN ports. When detaching cables, detach the end away from the router first. Statement 1026
Note One or two Ethernet cables are typically provided with the Cisco 815 integrated services router. Additional cables and transceivers can be ordered from Cisco. For ordering information, contact customer service. For cable pinouts, see the Cisco Modular Access Router Cable Specifications document.
Connecting the Router Console Port to a Terminal or PC
Follow these steps to connect the router to a terminal or PC:
Step 1 This step is required only if you want to use the Cisco IOS CLI to configure or troubleshoot the router. To use the
Cisco IOS software, you must connect the router to a terminal or to a PC with terminal emulation software. Terminal emulation software should be configured with the following settings:
•8 data bits
•No parity bits
•1 stop bit
Step 2 Connect the RJ-45 end of the console cable to the CONSOLE port on the back panel of the router, as shown in Figure 7.
Figure 7 Connecting the Console Cable to the Router
Step 3 Connect the DB-9 end of the console cable to the serial port on your PC. If this connection does not fit your PC serial port, you must provide an adapter.
7 Interface Numbering
Table 4 summarizes interface numbering on a Cisco 815 integrated services router.
Table 4 Interface Numbering on Cisco 815 Integrated Services Router
Slot/Connector Slot Type Interface Numbering Notation
Cable modem (WIC 1)
10/100 FastEthernet (built-in)
FastEthernet (WIC-4ESW in WIC 0)
8 Power Up the Router
This section provides the procedures for powering up your Cisco 815 integrated services router.
Caution To ensure adequate cooling, never operate the router unless the cover and all WICs and cover plates are installed.
Checklist for Power-Up
You are ready to power up the Cisco 815 integrated services router after the following steps are completed:
•Chassis is securely mounted and grounded. (See the "Install the Router" section.)
•Power and interface cables are connected. (See the "Connect to the Router" section.)
•PC with terminal emulation program is connected to the console port, powered up, and configured for 9600 bps, 8 data bits, 1 stop bit, no flow control, and no parity.
•Suitable PC COM port is selected in the terminal emulation program.
Note For initial power-up, a direct console connection is recommended. After the initial configuration is completed, a remote modem connection can be used for router management.
Powering Up the Router
Follow these steps to power up your Cisco 815 integrated services router and to verify that it goes through its initialization and self-test. After the router completes the self-test, it is ready to be configured.
Note Use the back panel LEDs during router installation to confirm that you have correctly connected all the cables to the router.
Note To view the boot sequence, you must have a console connection to the Cisco 815 integrated services router before it powers up.
Step 1 Make sure that your PC is powered up and connected as described in the "Checklist for Power-Up" section.
Step 2 Move the power switch to the ON position. The SYS PWR LED on the front of the chassis blinks green. The fans operate once the router reaches a threshold point temperature. If this does not happen, see the Troubleshooting module in the online Cisco 815 integrated services router hardware installation documentation at the following URL:
Startup messages appear in your terminal emulation program window. When the startup messages end, the SYS PWR LED shows solid green.
Caution Do not press any keys on the keyboard until the messages stop and the SYS PWR LED is solid green. Any keys pressed during this time are interpreted as the first command typed when the messages stop, which might cause the router to power off and restart. It takes a few minutes for the messages to stop.
If you see the following messages, the router has booted with a configuration file and is ready for initial configuration using Cisco Router and Security Device Manager (Cisco SDM):yourname con0 is now availablePress RETURN to get started.
Note Because Cisco SDM is installed on your router by default, we recommend using Cisco SDM to perform the initial configuration.
See the "Configure the Router Using Cisco Router and Security Device Manager" section to learn how to configure your router using Cisco SDM, or how to obtain Cisco SDM and install it on your router.
Note If you do not have Cisco SDM on your router, and would like to use Cisco SDM, go to the following location for instructions on how to install it on your Cisco 815 series router:
If you see the following messages, the router has booted and is ready for initial configuration using the setup command facility or the command-line interface (CLI):--- System Configuration Dialog ---At any point you may enter a question mark '?' for help.Use ctrl-c to abort configuration dialog at any prompt.Default settings are in square brackets ''.Would you like to enter the initial configuration dialog? [yes/no]:
To use the setup command facility and use the CLI to configure the router, see the "Setting Up the Initial Configuration Using the Setup Command Facility" and "Setting Up the Initial Configuration Using the Setup Command Facility" sections.
rommon 1>prompt appears, your system has booted in ROM monitor mode.
Verifying the Hardware Configuration
To display and verify the hardware features, enter the show version command. This command displays the system hardware version; the installed software version; the names and sources of configuration files; the boot images; and the amount of installed DRAM, NVRAM, and flash memory.
9 Perform Initial Configuration
This section provides the procedures for performing the initial configuration of your Cisco 815 integrated services router.
Configure the Router Using Cisco Router and Security Device Manager
Cisco Router and Security Device Manager (Cisco SDM) is a web-based configuration tool that allows you to configure LAN and WAN interfaces, routing, Network Address Translation (NAT), firewalls, VPNs, and other features on your router. If Cisco SDM is installed on your router, configure the router by following the instructions in the Cisco Router and Security Device Manager Quick Start Guide. If this document was not shipped with your router, you can obtain Cisco SDM and instructions for installing it on your router from the following location:
Note To obtain the Cisco SDM release notes, and other Cisco SDM documentation, go to http://www.cisco.com/go/sdm and click the Technical Documentation link.
Setting Up the Initial Configuration Using the Setup Command Facility
This section shows how to use the setup command facility to configure a hostname for the Cisco 815 integrated services router, to set passwords, and to configure an interface for communication with the management network. If the following messages appear at the end of the startup sequence, the setup command facility has been invoked automatically:--- System Configuration Dialog ---At any point you may enter a question mark '?' for help.Use ctrl-c to abort configuration dialog at any prompt.Default settings are in square brackets ''.Would you like to enter the initial configuration dialog? [yes/no]:
The setup command facility prompts you for basic information about your Cisco 815 integrated services router and network, and it creates an initial configuration file. After the configuration file is created, you can use the CLI or Cisco Router and Security Device Manager (Cisco SDM) to perform additional configuration.
The prompts in the setup command facility vary with the installed interface modules and the software image. The following example and the user entries (in bold) are shown as examples only.
For help with interface and port numbering, see the "Interface Numbering" section.
Note If you make a mistake while using the setup command facility, you can exit and run the setup command facility again. Press Ctrl-C, and type setup at the privileged EXEC mode prompt (
Step 1 To proceed using the setup command facility, enter yes when the power-up messages have ended.Would you like to enter the initial configuration dialog? [yes/no]: yes
Note If these messages do not appear, Cisco SDM and a default configuration file were installed on the router at the factory. To use Cisco SDM to configure the router, see the "Configure the Router Using Cisco Router and Security Device Manager" section.
Step 2 When the following messages appear, press Return to enter basic management setup:At any point you may enter a question mark '?' for help.Use ctrl-c to abort configuration dialog at any prompt.Default settings are in square brackets ''.Basic management setup configures only enough connectivityfor management of the system, extended setup will ask youto configure each interface on the systemWould you like to enter basic management setup? [yes/no]: yes
Step 3 Enter a hostname for the Cisco 815 integrated services router (this example uses Router):Configuring global parameters:Enter host name [Router]: Router
Step 4 Enter an enable secret password. This password is encrypted (more secure) and cannot be seen when you view the configuration:The enable secret is a password used to protect access toprivileged EXEC and configuration modes. This password, afterentered, becomes encrypted in the configuration.Enter enable secret: xxxxxx
Step 5 Enter an enable password that is different from the enable secret password. This password is not encrypted (less secure) and can be seen when you view the configuration:The enable password is used when you do not specify anenable secret password, with some older software versions, andsome boot images.Enter enable password: xxxxxx
Step 6 Enter the virtual terminal password, which prevents unauthenticated access to the Cisco 815 integrated services router through ports other than the console port:The virtual terminal password is used to protectaccess to the router over a network interface.Enter virtual terminal password: xxxxxx
Step 7 Respond to the following prompts as appropriate for your network:Configure SNMP Network Management? [yes]:Community string [public]:
A summary of the available interfaces appears:Current interface summaryController Timeslots D-Channel Configurable modes StatusAny interface listed with OK? value "NO" does not have a valid configurationInterface IP-Address OK? Method Status Protocol
Step 8 Choose one of the available interfaces to connect the Cisco 815 integrated services router to the management network:Enter interface name used to connect to themanagement network from the above interface summary: 0/0
Step 9 Respond to the following prompts as appropriate for your network:Configuring interface FastEthernet0/0:Use the 100 Base-TX (RJ-45) connector? [yes]: yesOperate in full-duplex mode? [no]: noConfigure IP on this interface? [yes]: yesIP address for this interface: 18.104.22.168Subnet mask for this interface [255.255.0.0] : 255.255.0.0Class B network is 22.214.171.124, 16 subnet bits; mask is /16
Step 10 The configuration is displayed:The following configuration command script was created:hostname Routerenable secret 5 $1$D5P6$PYx41/lQIASK.HcSbfO5q1enable password xxxxxxline vty 0 4password xxxxxxsnmp-server community public!no ip routing!interface Ethernet1/0no shutdownmedia-type 100BaseXhalf-duplexip address 126.96.36.199 255.255.0.0!interface Ethernet1/1shutdownno ip address!end
Step 11 Respond to the following prompts. Choose  to save the initial configuration: Go to the IOS command prompt without saving this config. Return back to the setup without saving this config. Save this configuration to nvram and exit.Enter your selection : 2Building configuration...Use the enabled mode 'configure' command to modify this configuration.Press RETURN to get started!
The user prompt appears:Router>
Verifying the Initial Configuration
To verify that the new interfaces are operating correctly, enter the following commands:
•show interfaces—Verifies that the interfaces are operating correctly and that the interfaces and line protocol are in the correct state—up or down.
•show ip interface brief—Displays a summary status of the interfaces configured for IP.
•show configuration—Verifies that you configured the correct hostname and password.
After you complete and verify the initial configuration, your Cisco 815 integrated services router is ready to be configured for specific functions. See the "Where to Go Next" section for information about locating documentation for advanced configuration procedures.
10 Where to Go Next
For additional configuration procedures, see the appropriate Cisco 815 integrated services router documentation or Cisco IOS software documentation, available online on Cisco.com.
Tip See the "Obtaining Additional Publications and Information" section for help in locating these documents.
To access documentation on Cisco.com:
For Cisco 815 integrated services router platform documentation, begin at Cisco.com at http://www.cisco.com, and choose Technical Support & Documentation> Documentation > Routers > Cisco 800 Series Routers > Cisco 815 Integrated Services Router document type > Document.
For Cisco IOS software documentation, begin at Cisco.com at http://www.cisco.com, and choose Products & Solutions > Cisco IOS Software > Latest Releases > Your Cisco IOS software release.
For updated information about platform support for features, access Feature Navigator II at http://www.cisco.com/go/fn. (This requires a registered account on Cisco.com.)
To access documentation using Cisco Connection Online (CCO):
For Cisco 815 integrated services router platform documentation, begin at Cisco.com at http://www.cisco.com, and click the Technical Support and Documentation link. Click the Former Technical Documentation site link, and navigate to Modular Access Routers and to the documentation for your router.
For Cisco IOS software documentation, begin at Cisco.com at http://www.cisco.com, and click the Technical Support and Documentation link. Click the Former Technical Documentation site link and navigate to the Cisco IOS software documentation for the Cisco IOS software release that is installed on your router.
11 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.
You can access the most current Cisco documentation at this URL:
You can access the Cisco website at this URL:
You can access international Cisco websites at this URL:
Product Documentation DVD
The Product Documentation DVD is a comprehensive library of technical product documentation on a portable medium. The DVD enables you to access multiple versions of installation, configuration, and command guides for Cisco hardware and software products. With the DVD, you have access to the same HTML 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= or DOC-DOCDVD=SUB) from Cisco Marketplace at this URL:
Registered Cisco.com users may order Cisco documentation at the Product Documentation Store in the Cisco Marketplace at this URL:
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 firstname.lastname@example.org or by fax at 1 408 519-5001 in the United States and Canada, or elsewhere at 011 408 519-5001.
12 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 submit comments about Cisco documentation by using the response card (if present) behind the front cover of your document or by writing to the following address:
Attn: Customer Document Ordering
170 West Tasman Drive
San Jose, CA 95134-9883
We appreciate your comments.
13 Cisco Product Security Overview
Cisco provides a free online Security Vulnerability Policy portal at this URL:
From this site, you will find information about how to:
•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, security notices, and security responses for Cisco products is available at this URL:
To see security advisories, security notices, and security responses as they are updated in real time, you can subscribe to the Product Security Incident Response Team Really Simple Syndication (PSIRT RSS) feed. Information about how to subscribe to the PSIRT RSS feed is found at this URL:
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 have identified a vulnerability in a Cisco product, contact PSIRT:
•For Emergencies only — email@example.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.
•For Nonemergencies — firstname.lastname@example.org
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 (for example, GnuPG) to encrypt any sensitive information that you send to Cisco. PSIRT can work with information that has been encrypted with PGP versions 2.x through 9.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:
The link on this page has the current PGP key ID in use.
If you do not have or use PGP, contact PSIRT at the aforementioned e-mail addresses or phone numbers before sending any sensitive material to find other means of encrypting the data.
14 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:
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:
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:
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:
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)—An existing 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 operations 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 the network is impaired, while 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.
•The Cisco Product Quick Reference Guide is a handy, compact reference tool that includes brief product overviews, key features, sample part numbers, and abbreviated technical specifications for many Cisco products that are sold through channel partners. It is updated twice a year and includes the latest Cisco offerings. To order and find out more about the Cisco Product Quick Reference Guide, go to this URL:
•Cisco Marketplace provides a variety of Cisco books, reference guides, documentation, and logo merchandise. Visit Cisco Marketplace, the company store, at this URL:
•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:
•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:
•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:
•Networking products offered by Cisco Systems, as well as customer support services, can be obtained at this URL:
•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:
•World-class networking training is available from Cisco. You can view current offerings at this URL: