Cisco AON Installation and Upgrade Guide, 2.4 - Preface [Cisco AON Software]

Table Of Contents

Preface

Preface

Cisco Application-Oriented Network (AON) is a technology foundation for a class of Cisco products that embed intelligence into the network for the support of distributed application deployment. AON complements existing networking technologies by allowing increased visibility of the information passing through the network. This facilitates efforts to accomplish the following:

•Integration of disparate applications by enabling the routing of customer-specified information and message types to the appropriate destination, in the format(s) needed.

•Enforcement of security policies for information access and exchange.

•Optimization of application traffic flows, both in terms of network bandwidth and processing overheads.

•Better management of information flow, including monitoring and metering of information flow for both business and infrastructure purposes.

AON works primarily at the message-level rather than at the packet level, allowing developers and system administrators to work with the content and context of information flow. Typically, an AON node occupies the terminus of a TCP connection so that it can inspect and work with the entire message, including the "payload" and all headers. AON can work with popular application-level protocols such as HTTP, JMS, and other de facto standards.

AON Devices and Components

An application-oriented network consists of the following devices and components:

•Management Tools

•Nodes

•Other Entities

Management Tools

AON Management Console (AMC)

AMC is the software package that centralizes management of the application-oriented network. This includes:

•Configuring, managing, and monitoring AON nodes

•Deploying global and node-level properties

•Managing security, including certificates, keypairs, and users

AON Development Studio (ADS)

ADS is the tool for developers to create message-level logic using a graphical user interface (GUI). ADS provides a set of preconfigured functions, called Bladelets, that are used to construct Policy Execution Plans (PEP). Additionally, ADS includes functionality that enables developers to upload custom Bladelets to perform business functions unique to different environments.

Nodes

AON Services Modules on Catalyst 6500 Series Switches

This is the AON form factor available as a single-slot services module for the Catalyst 6500 Series Switches. Typically this node is used in a data center.

AON Network Modules on Cisco 2600, Cisco 2800, Cisco 3700, and Cisco 3800 Series Routers

This is the AON form factor available as a single-slot network module for several different Cisco modular access routers. Typically this type of node is used in a branch office. See Release Notes for Cisco Application-Oriented Networking for a detailed list of supported router platforms.

Other Entities

Depending on the configuration of your network and the needs of your business, your application-oriented network may include any of the following:

Database

When a database policy is configured, AON can store specified data in a Sybase or Oracle database.

LDAP server

Can be used to perform user authentication for both the AMC application and on individual messages traversing the application-oriented network.

Java Messaging Service (JMS)

AON devices can be configured to exchange messages between clients and JMS queues.

AON Features

Explicit and Transparent Interception

An AON node resides in the network as an inline application-aware device. The device acts as an intelligent intermediary gateway that can either be explicitly addressed by applications or as a passthrough proxy that is transparent to applications.

Access Methods and Adapters

AON understands various application access methods and provides adapters that can natively interface with commonly used protocols. The key protocols that AON supports include:

•HTTP v1.0/ v1.1 and HTTPS

•JMS

•MQ (through native adapter)

The AON software development kit (SDK) enables development of adapters for custom protocols.

Protocol Translation

AON nodes can act as protocol gateways between multiple applications that use differing protocols—as an example, a node can receive an application message through JMS and send the message information to another application as an HTTP post.

Transformation

AON supports both XML and non-XML transformation through an open transformation architecture. AON can function as an XSLT based transformation engine. You can add your own Java transformation engine to execute custom transformations.

Security

AON provides a series of intelligent services which enable message-level access and control to meet application security needs within the network. These security services include authentication, authorization, nonrepudiation, data integrity, data confidentiality, and centralized key management.

Service Virtualization

AON can act as proxy to create an abstraction layer for endpoint applications and apply policies across all of these services—in a centralized configuration, with distributed enforcement in the network. Service virtualization functionality supports execution of content-based routing, workload balancing, and message distribution operations.

Schema Validation

AON provides the ability to validate XML documents against schemas you create.

Optimization Services

AON has the capability to cache or compress messages to allow for optimization of message traffic, thus enabling reduced application response time and the conservation of network bandwidth.

External Data Access

AON enables access to or notification of other applications in parallel to the handling of the main message flow. External access is currently available using HTTP and Java Database Connectivity (JDBC).

Message Logging

AON can capture application messages for logging either synchronously, for auditing purposes, or asynchronously.

AON Installation Summary

This section summarizes installation procedures:

1. Install all switches, routers, and related AON modules and ensure they are configured for basic IP networking. Refer to documentation related to your switch or router for detailed configuration instructions.

2. Establish a relationship with a well-known certificate authority and generate a Java keystore. See the "Generating a Java Keystore" section on page 1.

3. Install AMC on a Linux server. See the "Installing and Upgrading AMC" section on page 4.

4. Configure AON nodes to register with AMC. See the "Performing Initial Node Configurations" section on page 9.

Install the AON Development Studio (ADS) on a Windows PC. See the AON Development Studio User Guide for detailed installation instructions.

This installation guide focuses on the AON-specific tasks for implementing an application-oriented network and includes the following chapters:

•Chapter 1, "Configuring AON Devices"

This chapter describes the procedures you need to perform when you first install and AON system, including AMC installation, setting up a node, and performing initial node configuration. It also includes procedures to verify that the AMC and the AON devices are functioning properly.

•Chapter 2, "Upgrading AON Software"

This chapter describes procedures for upgrading AON software on existing hardware.

Related Documentation

The AON documentation set includes the following guides:

•Release Notes for Cisco Application-Oriented Networking

•AON Administration Guide—Covers the administration of the AON Management Console and AON nodes.

•AON Development Studio User Guide—Covers the AON Development Studio, Bladelets, and PEP creation.

•AON Programming Guide—Covers the development of custom Bladelets, custom adapters, and other features related to extending AON functionality.

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/univercd/home/home.htm

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

Documentation DVD

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

Registered Cisco.com users (Cisco direct customers) can order a Cisco Documentation DVD (product number DOC-DOCDVD=) from the Ordering tool or Cisco Marketplace.

Cisco Ordering tool:

http://www.cisco.com/en/US/partner/ordering/

Cisco Marketplace:

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

Ordering Documentation

You can find instructions for ordering documentation at this URL:

http://www.cisco.com/univercd/cc/td/doc/es_inpck/pdi.htm

You can order Cisco documentation in these ways:

•Registered Cisco.com users (Cisco direct customers) can order Cisco product documentation from the Ordering tool:

http://www.cisco.com/en/US/partner/ordering/

•Nonregistered Cisco.com users can order documentation through a local account representative by calling Cisco Systems Corporate Headquarters (California, USA) at 408 526-7208 or, elsewhere in North America, by calling 1 800 553-NETS (6387).

Documentation Feedback

You can send comments about technical documentation by using the embedded feedback form next to the document on Cisco.com or by writing to the following address:

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

We appreciate your comments.

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

•Nonemergencies — psirt@cisco.com

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 that has the most recent creation date in this public key server list:

http://pgp.mit.edu:11371/pks/lookup?search=psirt%40cisco.com&op=index&exact=on

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

•1 877 228-7302

•1 408 525-6532

Obtaining Technical Assistance

For all customers, partners, resellers, and distributors who hold valid Cisco service contracts, Cisco Technical Support provides 24-hour-a-day, award-winning technical assistance. The Cisco Technical Support Website on Cisco.com features extensive online support resources. In addition, Cisco Technical Assistance Center (TAC) engineers provide telephone support. If you do not hold a valid Cisco service contract, contact your reseller.

Cisco Technical Support Website

The Cisco Technical Support 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, 365 days a year, at this URL:

http://www.cisco.com/techsupport

Access to all tools on the Cisco Technical Support 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 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 TAC 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 TAC 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.

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, 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

•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

•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

	Cisco AON Installation and Upgrade Guide, 2.4
	Preface
Cisco AON Installation and Upgrade Guide, 2.4 Preface Installing AMC and Performing Initial Configuration Upgrading AON Software	Download this chapter Preface Download the complete book AON Installation and Upgrade Guide (book-level PDF) (PDF - 680 KB) Table Of Contents Preface Preface Cisco Application-Oriented Network (AON) is a technology foundation for a class of Cisco products that embed intelligence into the network for the support of distributed application deployment. AON complements existing networking technologies by allowing increased visibility of the information passing through the network. This facilitates efforts to accomplish the following: •Integration of disparate applications by enabling the routing of customer-specified information and message types to the appropriate destination, in the format(s) needed. •Enforcement of security policies for information access and exchange. •Optimization of application traffic flows, both in terms of network bandwidth and processing overheads. •Better management of information flow, including monitoring and metering of information flow for both business and infrastructure purposes. AON works primarily at the message-level rather than at the packet level, allowing developers and system administrators to work with the content and context of information flow. Typically, an AON node occupies the terminus of a TCP connection so that it can inspect and work with the entire message, including the "payload" and all headers. AON can work with popular application-level protocols such as HTTP, JMS, and other de facto standards. AON Devices and Components An application-oriented network consists of the following devices and components: •Management Tools •Nodes •Other Entities Management Tools AON Management Console (AMC) AMC is the software package that centralizes management of the application-oriented network. This includes: •Configuring, managing, and monitoring AON nodes •Deploying global and node-level properties •Managing security, including certificates, keypairs, and users AON Development Studio (ADS) ADS is the tool for developers to create message-level logic using a graphical user interface (GUI). ADS provides a set of preconfigured functions, called Bladelets, that are used to construct Policy Execution Plans (PEP). Additionally, ADS includes functionality that enables developers to upload custom Bladelets to perform business functions unique to different environments. Nodes AON Services Modules on Catalyst 6500 Series Switches This is the AON form factor available as a single-slot services module for the Catalyst 6500 Series Switches. Typically this node is used in a data center. AON Network Modules on Cisco 2600, Cisco 2800, Cisco 3700, and Cisco 3800 Series Routers This is the AON form factor available as a single-slot network module for several different Cisco modular access routers. Typically this type of node is used in a branch office. See Release Notes for Cisco Application-Oriented Networking for a detailed list of supported router platforms. Other Entities Depending on the configuration of your network and the needs of your business, your application-oriented network may include any of the following: Database When a database policy is configured, AON can store specified data in a Sybase or Oracle database. LDAP server Can be used to perform user authentication for both the AMC application and on individual messages traversing the application-oriented network. Java Messaging Service (JMS) AON devices can be configured to exchange messages between clients and JMS queues. AON Features Explicit and Transparent Interception An AON node resides in the network as an inline application-aware device. The device acts as an intelligent intermediary gateway that can either be explicitly addressed by applications or as a passthrough proxy that is transparent to applications. Access Methods and Adapters AON understands various application access methods and provides adapters that can natively interface with commonly used protocols. The key protocols that AON supports include: •HTTP v1.0/ v1.1 and HTTPS •JMS •MQ (through native adapter) The AON software development kit (SDK) enables development of adapters for custom protocols. Protocol Translation AON nodes can act as protocol gateways between multiple applications that use differing protocols—as an example, a node can receive an application message through JMS and send the message information to another application as an HTTP post. Transformation AON supports both XML and non-XML transformation through an open transformation architecture. AON can function as an XSLT based transformation engine. You can add your own Java transformation engine to execute custom transformations. Security AON provides a series of intelligent services which enable message-level access and control to meet application security needs within the network. These security services include authentication, authorization, nonrepudiation, data integrity, data confidentiality, and centralized key management. Service Virtualization AON can act as proxy to create an abstraction layer for endpoint applications and apply policies across all of these services—in a centralized configuration, with distributed enforcement in the network. Service virtualization functionality supports execution of content-based routing, workload balancing, and message distribution operations. Schema Validation AON provides the ability to validate XML documents against schemas you create. Optimization Services AON has the capability to cache or compress messages to allow for optimization of message traffic, thus enabling reduced application response time and the conservation of network bandwidth. External Data Access AON enables access to or notification of other applications in parallel to the handling of the main message flow. External access is currently available using HTTP and Java Database Connectivity (JDBC). Message Logging AON can capture application messages for logging either synchronously, for auditing purposes, or asynchronously. AON Installation Summary This section summarizes installation procedures: 1. Install all switches, routers, and related AON modules and ensure they are configured for basic IP networking. Refer to documentation related to your switch or router for detailed configuration instructions. 2. Establish a relationship with a well-known certificate authority and generate a Java keystore. See the "Generating a Java Keystore" section on page 1. 3. Install AMC on a Linux server. See the "Installing and Upgrading AMC" section on page 4. 4. Configure AON nodes to register with AMC. See the "Performing Initial Node Configurations" section on page 9. Install the AON Development Studio (ADS) on a Windows PC. See the AON Development Studio User Guide for detailed installation instructions. This installation guide focuses on the AON-specific tasks for implementing an application-oriented network and includes the following chapters: •Chapter 1, "Configuring AON Devices" This chapter describes the procedures you need to perform when you first install and AON system, including AMC installation, setting up a node, and performing initial node configuration. It also includes procedures to verify that the AMC and the AON devices are functioning properly. •Chapter 2, "Upgrading AON Software" This chapter describes procedures for upgrading AON software on existing hardware. Related Documentation The AON documentation set includes the following guides: •Release Notes for Cisco Application-Oriented Networking •AON Administration Guide—Covers the administration of the AON Management Console and AON nodes. •AON Development Studio User Guide—Covers the AON Development Studio, Bladelets, and PEP creation. •AON Programming Guide—Covers the development of custom Bladelets, custom adapters, and other features related to extending AON functionality. 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/univercd/home/home.htm 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 Documentation DVD Cisco documentation and additional literature are available in a Documentation DVD package, which may have shipped with your product. The Documentation DVD is updated regularly and may be more current than printed documentation. The Documentation DVD package is available as a single unit. Registered Cisco.com users (Cisco direct customers) can order a Cisco Documentation DVD (product number DOC-DOCDVD=) from the Ordering tool or Cisco Marketplace. Cisco Ordering tool: http://www.cisco.com/en/US/partner/ordering/ Cisco Marketplace: http://www.cisco.com/go/marketplace/ Ordering Documentation You can find instructions for ordering documentation at this URL: http://www.cisco.com/univercd/cc/td/doc/es_inpck/pdi.htm You can order Cisco documentation in these ways: •Registered Cisco.com users (Cisco direct customers) can order Cisco product documentation from the Ordering tool: http://www.cisco.com/en/US/partner/ordering/ •Nonregistered Cisco.com users can order documentation through a local account representative by calling Cisco Systems Corporate Headquarters (California, USA) at 408 526-7208 or, elsewhere in North America, by calling 1 800 553-NETS (6387). Documentation Feedback You can send comments about technical documentation by using the embedded feedback form next to the document on Cisco.com or by writing to the following address: Cisco Systems, Inc. Attn: Customer Document Ordering 170 West Tasman Drive San Jose, CA 95134-9883 We appreciate your comments. 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 •Nonemergencies — psirt@cisco.com 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 that has the most recent creation date in this public key server list: http://pgp.mit.edu:11371/pks/lookup?search=psirt%40cisco.com&op=index&exact=on In an emergency, you can also reach PSIRT by telephone: •1 877 228-7302 •1 408 525-6532 Obtaining Technical Assistance For all customers, partners, resellers, and distributors who hold valid Cisco service contracts, Cisco Technical Support provides 24-hour-a-day, award-winning technical assistance. The Cisco Technical Support Website on Cisco.com features extensive online support resources. In addition, Cisco Technical Assistance Center (TAC) engineers provide telephone support. If you do not hold a valid Cisco service contract, contact your reseller. Cisco Technical Support Website The Cisco Technical Support 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, 365 days a year, at this URL: http://www.cisco.com/techsupport Access to all tools on the Cisco Technical Support 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 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 TAC 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 TAC 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. 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, 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 •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 •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
	© 1992-2008 Cisco Systems, Inc. All rights reserved. Terms & Conditions \| Privacy Statement \| Cookie Policy \| Trademarks of Cisco Systems, Inc.