Table Of Contents
Release Notes for Cisco IP Solution Center, 4.2
Cisco IP Solution Center (ISC) 4.2 is a follow-on release to Cisco IP Solution Center (ISC) 4.1.
Note This ISC release includes a major update to Cisco MPLS Diagnostics Expert (MDE), 2.0 from MDE 1.0.
All the ISC applications and components are distributed on one product CD:
•MPLS VPN Management, 4.2
•Metro Ethernet and L2VPN Management, 4.2
•Traffic Engineering Management (TEM), 4.2
•Cisco MPLS Diagnostics Expert (MDE), 2.0
•Application Programming Interfaces (APIs), 4.2
•Quality of Service (QoS), 4.2
All documentation, including this Release Notes for Cisco IP Solution Center, 4.2 document and any or all of the parts of the ISC 4.2 documentation set, might be upgraded over time. Therefore, we recommend you access the ISC 4.2 documentation set at: http://www.cisco.com/en/US/products/sw/netmgtsw/ps4748/tsd_products_support_series_home.html. You can also navigate to this documentation set by clicking Help on the Home Page of the ISC 4.2 product.
The information in this Release Notes for Cisco IP Solution Center, 4.2 document gives you an overview of this release and helps you understand it at a high level. After reading the Cisco IP Solution Center Getting Started and Documentation Guide, 4.2, please read this document prior to reading any other manual for ISC.
The information in this document is organized into the following sections:
Cisco IP Solution Center (ISC) 4.2 is a follow-on release to Cisco IP Solution Center (ISC) 4.1 with some functionality added, changed, and dropped (see the "New and Change Information for ISC 4.2" section).
URLs for base information about ISC 4.2 and an overview and suggested reading order of these documents is given in the Cisco IP Solution Center Getting Started and Documentation Guide, 4.2 (http://www.cisco.com/en/US/products/sw/netmgtsw/ps4748/
This product uses the web-based Graphical User Interface (GUI) introduced in ISC 3.0 to improve usability and it uses the four-tiered architecture introduced in ISC 3.0 and designed for modularity, reusability, front-end scalability, and back-end scalability.
The system recommendations and requirements are listed in Chapter 1, "System Recommendations" of the Cisco IP Solution Center Installation Guide, 4.2. The recommendation is to thoroughly review this list before even planning your installation, to be sure you have all the hardware and software needed for a successful installation.
Problems Fixed in ISC 4.2
Customer-found problems that were fixed in ISC 4.2 since ISC 4.1 are indicated in three tables, so that users who have upgraded to different Maintenance Releases since ISC 4.1 can find what has been fixed since they upgraded. The information is presented as follows:
Customer-found Problems Fixed Specifically in ISC 4.2
Table 1, "Customer-found Problems Fixed Specifically in ISC 4.2," describes all the customer-found problems that were fixed specifically in ISC 4.2.
Customer-found Problems Fixed in ISC 4.1.1
Customer-found Problems Fixed in ISC 4.1.2
New and Change Information for ISC 4.2
ISC 4.2 is based on ISC 4.1with the addition of new and changed information that was introduced in ISC 4.1.1, 4.1.2, 4.2, and problems fixed since ISC 4.1. The following are topics for ISC Release 4.2 (listed alphabetically):
Features Specific for ISC 4.2
Specific to ISC 4.2 are the following new features:
Documentation Set Includes Sample Configlets
The ISC 4.2 documentation set provides sample configlets for the Metro Ethernet and L2VPN, MPLS, and TEM services. The sample configlets are provided in an appendix in each of the user guides for these services.
MDE 2.0 New Features
ISC 4.2 includes Cisco MPLS Diagnostics Expert (MDE) 2.0 and many new features as a result of this upgrade from MDE 1.0 to MDE 2.0. These new features are explained in detail in the Cisco MPLS Diagnostics Expert 2.0 User Guide on ISC 4.2. The new MDE features are as follows (listed alphabetically):
Access Circuit Routing Protocol Troubleshooting
Troubleshooting of basic routing protocol failures on the access circuit is now supported.
Additional Supported Cisco Network Devices and Software Versions
Additional Cisco hardware and IOS software versions are now supported. For details, see the Supported Cisco Network Devices and Software Versions section of Chapter 1 in the Cisco IP Solution Center Installation Guide, 4.2.
Note Disabling ip cef on Cisco IOS 12.2(28) SB causes an IP connectivity failure. When ip cef is disabled on a PE router running IOS 12.2(28) SB, MDE reports an IP connectivity failure between the PE and the connected CE. In all other cases, MDE reports that ip cef has been disabled.
Channelized Interface Support
Troubleshooting over channelized access circuit interfaces is supported. No channelized-specific troubleshooting occurs.
Common Provider Edge Router Support
Troubleshooting between customer sites where the Customer Edge (CE) routers are connected to the same Provider Edge (PE) router is supported.
Customer Edge Interface IP Address Auto-completion
The MPLS VPN Connectivity Verification Configuration window provides auto-completion of the CE interface IP address when it is on a /30 subnetwork.
Enhanced Interface Selection
The MPLS VPN Connectivity Verification Configuration window provides the ability to search for PE interfaces based on Interface Name, Interface IP Address, and Interface Description.
Failure Scenarios and Observations Added
Twenty new failure scenarios are detected and fourteen new observations are reported.
IP Unnumbered Interfaces
Troubleshooting over IP unnumbered interfaces in the access circuit is supported.
MPLS Traffic Engineered Tunnel Support
Troubleshooting of MPLS VPN outages across cores that employ MPLS Traffic Engineered (TE) tunnels is now supported. If any tunnels are detected in the tested path and those tunnels are operationally up, MDE reports any failures found in relation to the tunnels.
Note Cisco IOS MPLS TE tunnel ping/trace is not supported for Cisco IOS 12.4(6)T on Cisco 3800 Series devices. If an MPLS TE Tunnel head-end is detected on a Cisco 3800 Series PE running Cisco IOS 12.4(6)T, then MDE troubleshooting stops and reports that further troubleshooting cannot occur.
Multilink Interface Support
Troubleshooting over multilink access circuit interfaces is supported. No multilink-specific troubleshooting occurs.
ISC 4.2 was tested with the Oracle Database 10g Enterprise Edition Release 10.2.0.1.0 - 64 bit Production, as explained in the Cisco IP Solution Center Installation Guide, 4.2. If you would like to use another version of Oracle, see Oracle's compatibility information.
Features in ISC 4.2 from ISC 4.1.1
The following are enhancement and changed behavior topics that were first introduced in ISC Release 4.1.1 (listed alphabetically) and are now included in ISC 4.2 with the details integrated into the ISC 4.2 documentation set. If you upgraded to ISC 4.1.1 or ISC 4.1.2, you might already be familiar with these features. They were explained in the Release Notes for Cisco IP Solution Center, 4.1.1.
Common ISC Infrastructure—Lock Manager Granting Locks on FIFO Basis (CSCsb85363)
Prior to ISC 4.1.1, the Lock Manager, which is common to all ISC components, simply had requesting threads sleep for one second when any of the devices it was attempting to lock were already locked. When multiple threads were waiting on locks, such as device(s) to be locked, the first thread to awaken when the lock was available got the lock, not necessarily the thread that requested it first.
Now, each lock request is placed in a queue. A new Queue Manager thread allocates all locks. Periodically (every 100 milliseconds, by default, but modifiable by a new DCPL property: lockmanager > queueServicingInterval), the Queue Manager thread iterates through the queue from the oldest lock request to the newest, and attempts to grant locks. This design ensures that lock requests are serviced in the order they are received. For cases when all lock requests are only attempting to lock a single device, the locks are granted on a strictly first-in, first-out (FIFO) basis. For cases where requests are attempting to lock multiple devices, system throughput is maximized at the expense of absolute fairness.
An example is when an older lock request is waiting for locks on devices 1, 2, and 3 and device 3 is locked by another job. In this case, if a new lock request to lock the currently unlocked devices 1 and 2 occurs, this request is granted.
Common ISC Infrastructure—Log Viewer (CSCsd90574)
A new DCPL property, GUI > Common > logFileViewThreshold, sets the file limit that can be viewed in the Log Viewer for discovery, host, and task logs. If the file size exceeds the set limit (default: 10MB and maximum value: 50MB), an error message appears, recommending that you view the file manually. The log file can then be viewed offline using other editors.
L2VPN—Global Parameter Changing Causes Audit State of Lost (CSCsd82993, CSCsd83039, CSCsd83055, CSCsd84349, and CSCsd84364)
If you modify a global parameter that can be shared by multiple L2VPN Service Requests, the modification affects all Service Requests that share that specific parameter. Therefore, if you audit one of the previously deployed Service Requests with that global parameter, you receive a Lost state when you look at the audit. We recommend you audit all the Service Requests. To correct this Lost state, modify the Service Requests in which a Lost state occurred in the audit, so the global parameter has the new value. Redeployment is not required.
Examples of global parameters that would act in this way are:
•VLAN name for a VPLS service
•Maximum Transfer Unit (MTU) size on the uplink/Switched Virtual Interface (SVI)
•N-PE description for VPLS service
•Errdisable recovery value on switches for L2VPN and VPLS services
•Error recovery interval value on switches for L2VPN and VPLS services
L2VPN—Tunnel Select Pseudo Wire to TE Tunnel
In the L2VPN component, you can now select a specific Traffic Engineering (TE) tunnel you want to use for point-to-point transport on Layer 2 Any Transport over MPLS (AToM). This selection is available in Policy creation and Service Request creation. For Policy creation, navigate to Service Design > Policies > Create > L2VPN (P2P) Policy > L2VPN on MPLS Core and choose any of the Service Types: L2VPN ERS, L2VPN EWS, Frame Relay, or ATM. During Service Request creation, navigate to Service Inventory > Inventory and Connection Manager > Service Requests > Create > L2VPN.
L2VPN and Layer 3 MPLS VPN—Service Inventory Discovery Support Added and Changed
In ISC 4.1, only one service discovery process was allowed. You can now do multiple service discovery processes and you can restart from any of the previous steps. Support for multiple discovery processes allows you to do incremental discovery of the network. The ability to restart from previous steps helps you roll back the discovery process to a selected previous step. You can then resume discovery from that step instead of needing to restart the entire discovery process from the beginning.
The commit to ISC happens only at the end of the discovery phase, not after each step. In ISC 4.1, Providers, Customers, Sites, and Regions were created automatically, using the inventory file. Now these must be created manually. Additionally, if Resource Pools are required, you must create Access Domains and Resource Pools manually. The user must create all of these objects before running service discovery.
In ISC 4.1, L2VPN service discovery was possible on either an Ethernet core or an MPLS core, but not a combination of the two. Now mixed core service discovery is supported. In a mixed core, the L2VPN services can span across the MPLS core or they can be confined to a local Ethernet domain alone (local switched services).
In addition to the N-PE to CE and N-PE to No CE support for ISC 4.1, there is also now support for Layer 2 Access over Layer 3 VPN (UNI/U-PE to N-PE Service Requests with UNI configured on the U-PE).
In ISC 4.1, Named Physical Circuit (NPC) discovery results were written directly into the ISC database. Now, the NPC discovery results are written to the scratch pad and committed at the end of the discovery
L2VPN, Layer 3 MPLS VPN, and TEM—Heap Size Increase for Large Deployments (CSCsd89114)
Heap is a block of memory for the L2VPN and Metro Ethernet, Layer 3 MPLS VPN, and TEM components. It is allocated for use by the Java virtual machine (JVM) process during run time. It might need to be increased for large deployments. If the httpd process restarts, increase the heap size, as follows:
Step 1 cd $ISC_HOME/bin
Step 2 vi tomcat.sh
Step 3 Search for a line with -Xmx512m
Step 4 Set the heap size to 1GB or 2GB by replacing -Xmx512m with -Xmx1024m or -Xmx2048m, respectively.
Step 5 Save the tomcat.sh file.
Step 6 Enter stopall to stop the ISC server.
Step 7 Enter startwd to start the ISC server.
L2VPN Over MPLS Core—ATM VP Mode Support
Asynchronous Transfer Mode (ATM) virtual path (VP) mode is now supported in addition to the previous ATM virtual circuit (VC) mode support for the L2VPN over MPLS core.
L2VPN VPLS—UNI Modification Moves the Service Request to Failed Deploy State (CSCsd85346)In some situations for L2VPN VPLS, modifying and deploying a User-Network Interface (UNI) from one port to another results in the Service Request going to the Failed Deploy state.
To correct this situation, do the following:
• Decommission the Attachment Circuit/Virtual Private LAN Service Link (AC/VPLSLink) on a particular UNI.
• Create and deploy a new AC/VPLSLink on a different UNI.
L2VPN and VPLS Policies—Keep Alive Option (CSCef14869)
Previously, during a Metro Ethernet Service Request deployment, the command no keepalive was automatically provisioned on a UNI of a Metro Ethernet service, to prevent a CPE from sending keep alive packets to the U-PE, for security purposes.
Now, an attribute exists in both the L2VPN and VPLS policies. The new Keep Alive option, in the form of a check box, is by default unchecked to indicate the need for issuing a no keepalive command. When you check this check box, you indicate to select Keep Alive as an option. This attribute is editable to support modification on a per Service Request basis.
Layer 2 Access to L3 MPLS VPN—U-PE Attributes Changed to UNI Attributes
For Layer 2 access into MPLS Service Requests, the combination of U-PE and PE-AGG attributes are now shown as UNI attributes.
Layer 3 MPLS VPN—10 Gigabit Ethernet Interface Support
For Layer 3 MPLS VPN, 10 gigabit Ethernet interface support has been added for MPLS VPNs. This is in addition to the interfaces listed as supported for MPLS VPN in Chapter 3 of the Cisco IP Solution Center MPLS VPN User Guide, 4.2.
MDE—IOS Versions That Do Not Support MPLS OAM, Behavior Change
MDE now supports Non-MPLS Operation, Administration, and Maintenance (OAM) compliant IOS versions within the troubleshooting path. The troubleshooting that MDE can perform varies, depending on the location of these devices within the network.
In MDE, a connectivity problem can be isolated to the MPLS core, edge, or attachment circuit. Non-MPLS OAM compliant IOS versions do not support ping mpls and traceroute mpls commands. For these non-MPLS OAM compliant IOS versions, if the problem is in the edge or attachment circuit areas, the problem is fully diagnosed. These failure locations account for approximately 70 percent of the failures discovered by MDE. If the problem is in the core, MDE reports a connectivity failure, but cannot carry out further isolation and diagnosis. MDE reports that there is a non-MPLS OAM IOS version present and that no troubleshooting was performed in the core.
In some circumstances where there is a problem in the core but non-MPLS OAM compliant IOS versions are present, MDE reports a mismatch between the forwarding information base (FIB) and label forwarding information base (LFIB) on the edge device. The presence of the message indicating non-MPLS OAM coupled with this failure condition could indicate a problem within the core and not, as reported, on the PE router.
The Label Switched Path (LSP) visualization function relies on MPLS OAM. Therefore, visualization cannot be initiated with a non-MPLS OAM compliant PE as a local endpoint. If the other PE is MPLS OAM compliant, we recommend you swap the local and remote endpoints.
MDE—MTU Support Removed
MDE Maximum Transmission Unit (MTU) Analysis support is no longer available in MDE.
NBI API—NPC Look Up Enhancement
A new northbound interface (NBI) application programming interface (API) has been introduced to look up NPCs. When given a U-PE as the starting device and an N-PE as an ending device, the API returns IDs of all the NPCs that match the starting device and ending device. For a ring topology, two NPCs are returned. Either identifier for either of the two NPCs can be chosen.
TEM—Multilink Interface Enhancement (CSCsd73082)
The Traffic Engineering Management (TEM) component now supports the multilink interface.
TEM—New Configuration Parameter (CSCsd90642)
In the TEM component, you can now determine whether the tunnel command mpls ip should be provisioned while provisioning Traffic Engineering primary tunnels, by using a new DCPL property TE > Deployment > tunnelMplsIp.
Features in ISC 4.2 from ISC 4.1.2
The following are enhancement and changed behavior topics that were first introduced in ISC Release 4.1.2 (listed alphabetically) and are now included in ISC 4.2 with the details integrated into the ISC 4.2 documentation set. If you upgraded to ISC 4.1.2, you might already be familiar with these features. They were explained in the Release Notes for Cisco IP Solution Center, 4.1.2.
Cisco ME 6524 Ethernet Switch Supported by Metro Ethernet and L2VPN Services
For Metro Ethernet and L2VPN, the Cisco ME 6524 Ethernet Switch is only supported as a PE-AGG and U-PE, not as an N-PE.
Ethernet QoS Support for Cisco ME 3400 Series Ethernet Access Switches
Ethernet QoS supports the Per Port Per VLAN (PPPV) feature on the Cisco ME 3400 Series Ethernet Access Switches on Cisco IOS 12.2(25) SEG, acting as a U-PE. Due to the platform limitation, this PPPV feature on the Cisco ME 3400 Series Ethernet Access Switches is applicable for Ethernet Relay Service (ERS) and Ethernet Relay Multipoint Service (ERMS) only. For Ethernet Private Line (Ethernet Wire Service (EWS) and Ethernet Multipoint Service (EMS)), the QoS policy is per port only.
The ISC Service Policy screen (Service Design > Policies) includes a set of predefined Ethernet QoS policies. For ERS and ERMS, the predefined policies are 3400-COS and 3400-DSCP. For EWS and EMS, the predefined policy is 3400-EWS. These are provided so you can copy these for your use or use these as a base and modify some of the attribute values for your use.
L2VPN Access to MPLS for Cisco ME 3400 Series Ethernet Access Switches and Cisco Catalyst 4500 Series Switches
Layer 2 access into MPLS for the Cisco ME 3400 Series Ethernet Access Switches and Cisco Catalyst 4500 Series Switches is now supported. Specifically, for the Cisco ME 3400 Series Ethernet Access Switches, the shared virtual local-area network (VLAN) function, the User-Network Interface (UNI), and the secure Media Access Control (MAC) address limit range are fully supported. And for the Cisco Catalyst 4500 Series Switches, the non-negotiate option is also available for the link speed for the PE-AGG and U-PE UNI.
L2VPN EWS Hybrid Support
Previously, the only Layer2 VPN support for Ethernet Wire Service (EWS) was from EWS to EWS. Now, support is also from EWS to Network to Network Interface (NNI) as a trunk port. To create this new type of Service Request, you need to create an EWS hybrid policy by unchecking the standard UNI flag. When using the EWS hybrid policy for Service Request creation, for the EWS side of the connection, check the standard UNI flag, for the NNI side of the connection, the standard UNI flag must remain unchecked.
Ethernet QoS is also available for EWS hybrid for the Cisco ME 3400 Series Ethernet Access Switches and the Cisco Catalyst 3550 Series Switches.
ME QoS Policy Support on SVIs, Interfaces, and Subinterfaces on the Cisco 6500 Series and Cisco 7600 Series Routers Acting as a U-PE and N-PE
In compliance with Broadband Model 4A for Cisco 6500 Series or Cisco 7600 Series Routers acting as a U-PE and N-PE, generated Metro Ethernet (ME) QoS policies can be attached to the actual Layer 3 interface or subinterface. Previously, the ME QoS policy was always attached to the Software Virtual Interface (SVI).
MFR Support for MPLS
Previously, there was Layer 2 support of Multilink Frame Relay (MFR). ISC now supports the MFR as a virtual interface during MPLS VPN provisioning.
Solaris 10 Supported
Previously, only Solaris 8 was supported. Now, Solaris 10 is supported in addition to Solaris 8.
1. All ISC patches are available at: http://www.cisco.com/cgi-bin/tablebuild.pl/isc.
2. The supported Sybase and Oracle databases behave differently. All GUI queries are case insensitive for Sybase and case sensitive for Oracle.
3. ISC does not work with pop-up blockers in a web browser. If you have pop-up blockers installed, disable them.
4. When using an external Oracle database, the embedded Sybase database is still automatically launched for SLA support.
5. For all APIs, the Service Request name is unique and therefore, each Create Service Request API call needs to maintain this uniqueness.
Known Problems in Cisco IP Solution Center 4.2
To find known problems in Cisco IP Solution Center, use the following URL:
You must log in to CCO.
You can search for specific bugs or search for a range by product name. This tool enables you to query for keywords, severity, range, or version.
The results display bug ID and title, found-in version, fixed-in version, and status. The bug ID is a hyperlink to detailed information for the bug ID's product, component, severity, first found-in, and release notes.
The results could be displayed in a feature matrix or spreadsheet.
Cisco documentation and additional literature are available on Cisco.com. This section explains the product documentation resources that Cisco offers.
You can access the most current Cisco documentation at this URL:
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Product Documentation DVD
The Product Documentation DVD is a library of technical product documentation on a portable medium. The DVD enables you to access installation, configuration, and command guides for Cisco hardware and software products. With the DVD, you have access to the HTML documentation and some of the PDF files found on the Cisco website at this URL:
The Product Documentation DVD is created and released regularly. DVDs are available singly or by subscription. Registered Cisco.com users can order a Product Documentation DVD (product number DOC-DOCDVD= or DOC-DOCDVD=SUB) from Cisco Marketplace at the Product Documentation Store at this URL:
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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 do the following:
•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 — firstname.lastname@example.org
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 — email@example.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 (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 encryption key 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 to find other means of encrypting the data before sending any sensitive material.
Product Alerts and Field Notices
Modifications to or updates about Cisco products are announced in Cisco Product Alerts and Cisco Field Notices. You can receive Cisco Product Alerts and Cisco Field Notices by using the Product Alert Tool on Cisco.com. This tool enables you to create a profile and choose those products for which you want to receive information.
To access the Product Alert Tool, you must be a registered Cisco.com user. (To register as a Cisco.com user, go to this URL: http://tools.cisco.com/RPF/register/register.do) Registered users can access the tool at this URL: http://tools.cisco.com/Support/PAT/do/ViewMyProfiles.do?local=en
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 Tool to locate your product serial number before submitting a request for service online or by phone. You can access this tool from the Cisco Technical Support & Documentation website by clicking the Tools & Resources link, clicking the All Tools (A-Z) tab, and then choosing Cisco Product Identification Tool from the alphabetical list. This 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.
Tip Displaying and Searching on Cisco.com
If you suspect that the browser is not refreshing a web page, force the browser to update the web page by holding down the Ctrl key while pressing F5.
To find technical information, narrow your search to look in technical documentation, not the entire Cisco.com website. On the Cisco.com home page, click the Advanced Search link under the Search box and then click the Technical Support & Documentation radio button.
To provide feedback about the Cisco.com website or a particular technical document, click Contacts & Feedback at the top of any Cisco.com web page.
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.
Obtaining Additional Publications and Information
Information about Cisco products, technologies, and network solutions is available from various online and printed sources.
•The Cisco Online Subscription Center is the website where you can sign up for a variety of Cisco e-mail newsletters and other communications. Create a profile and then select the subscriptions that you would like to receive. To visit the Cisco Online Subscription Center, go to this URL:
•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 channel product 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:
•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 where networking professionals share questions, suggestions, and information about networking products and technologies with Cisco experts and other networking professionals. Join a discussion at this URL:
•"What's New in Cisco Documentation" is an online publication that provides information about the latest documentation releases for Cisco products. Updated monthly, this online publication is organized by product category to direct you quickly to the documentation for your products. You can view the latest release of "What's New in Cisco Documentation" at this URL:
•World-class networking training is available from Cisco. You can view current offerings at this URL:
Any Internet Protocol (IP) addresses used in this document are not intended to be actual addresses. Any examples, command display output, and figures included in the document are shown for illustrative purposes only. Any use of actual IP addresses in illustrative content is unintentional and coincidental.
Copyright © 2006 Cisco Systems, Inc.
All rights reserved.