Table Of Contents
Release Notes for Mobile Wireless Center for Cisco Mobile Exchange
Minimum Server Platform Requirements
Service Manager Installation Notes
Installing Service Manager Core Module
Uninstalling Service Manager Core Module
Installing and Uninstalling Service Manager Application
Configuring Two Device Groups Simultaneously
Synchronizing Device Inventories
Unsupported Special Characters in Field Names
Refreshing the Config Viewer Window
Network Element Preparation Notes
Resource Manager Essentials Preparation Notes
Tuning RME Configuration Management
Configuring Transport Settings
Enabling Periodic Polling and Collection
Purging Configuration Archives
Configuring RME to Run Parallel Jobs
Cisco Product Security Overview
Reporting Security Problems in Cisco Products
Obtaining Technical Assistance
Cisco Technical Support & Documentation Website
Definitions of Service Request Severity
Obtaining Additional Publications and Information
Release Notes for Mobile Wireless Center for Cisco Mobile Exchange
June 26, 2007
Contents
These release notes are for use with the Mobile Wireless Center (MWC) for the Cisco Mobile Exchange suite of applications that run on a Solaris 2.9 platform.
These release notes provide:
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Additional Information Online
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Introduction
The Mobile Wireless Center (MWC) for Cisco Mobile Exchange is a suite of powerful element-management tools that provide fault, configuration, and troubleshooting capabilities to mobile operators transitioning their wireless service delivery networks from second-generation (2G) circuit-based traffic to 2.5G- and 3G-based services. MWC for Cisco Mobile Exchange applications complement the CiscoWorks LAN Management Solution (LMS) to provide end-to-end management of the Cisco Mobile Exchange.
See Table 1 for the list of MWC for Cisco Mobile Exchange applications that are currently available.
The Service Manager provides service-activation features for a specific mobile wireless application (for instance, GGSN or HA). As shown in Figure 1, the Service Manager relies on an underlying Service Manager core, which is dependent on the underlying LMS framework. The MWFM supports the Service Managers on the host platform.
Figure 1 Service Manager Architecture
The Service Manager core uses the Device Credentials Repository (DCR) of Cisco Common Services and Resource Manager Essentials (RME) functions to provide configuration retrieval, download operations, and data inventory for the Service Manager.
Each component shown in Figure 1 is installed separately on the server platform. The Service Manager installation script checks for the presence of the Service Manager core module and the LMS bundle of applications.
Product Documentation
Note
Table 2 describes the product documentation that is available.
Table 2 Product Documentation
Release Notes for Mobile Wireless Center for Cisco Mobile Exchange (this document)
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http://www.cisco.com/en/US/products/ps6401/prod_release_note09186a0080490f51.htmlRelease Notes for Cisco Gateway GPRS Support Node Service Manager
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http://www.cisco.com/en/US/products/ps6454/prod_release_note09186a008049123c.htmlCisco Gateway GPRS Support Node Service Manager User Guide
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http://www.cisco.com/en/US/products/ps6454/products_user_guide_book09186a0080497417.htmlRelease Notes for Cisco Home Agent Service Manager
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http://cisco.com/en/US/products/ps6506/prod_release_note09186a00804df97b.htmlCisco Home Agent Service Manager User Guide
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http://www.cisco.com/en/US/products/ps6506/products_user_guide_book09186a00804deba7.htmlRelease Notes for Content Services Gateway Service Manager
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http://www.cisco.com/en/US/products/ps6399/prod_release_note09186a00805309a4.htmlCisco Content Services Gateway Service Manager User Guide
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http://www.cisco.com/en/US/products/ps6399/products_user_guide_book09186a0080530601.htmlRelease Notes for PDSN Service Manager
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http://cisco.com/en/US/products/ps6696/prod_release_notes_list.htmlCisco PDSN Service Manager User Guide
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http://cisco.com/en/US/products/ps6696/products_user_guide_list.htmlRelease Notes for Cisco Mobile Wireless Fault Mediator
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http://cisco.com/en/US/products/sw/cscowork/ps864/prod_release_note09186a00804b95c3.htmlCisco Mobile Wireless Fault Mediator User Guide
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http://www.cisco.com/en/US/products/sw/cscowork/ps864/products_user_guide_book09186a00804982e7.htmlContext-sensitive online help
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Related Documentation
Note
Table 3 describes the additional documentation that is available.
Table 3 Related Documentation
CiscoWorks LAN Management Solution documents
On Cisco.com at:
http://www.cisco.com/en/US/products/sw/cscowork/ps2425/tsd_products_support_series_home.html
User Guide for CiscoWorks Common Services 3.0
On Cisco.com at:
http://www.cisco.com/en/US/products/sw/cscowork/ps3996/products_user_guide_book09186a00801e8b82.html
Resource Manager Essentials documents
On Cisco.com at:
http://www.cisco.com/en/US/products/sw/cscowork/ps2073/tsd_products_support_series_home.html
Additional Information Online
Your application might support incremental device updates (IDUs). An IDU is a software package that enables an application to support new devices. An IDU might also contain bug fixes. You can download IDUs and their Readme files by logging in to Cisco.com at http://www.cisco.com/kobayashi/sw-center/cw2000/lan-planner.shtml.
To determine which packages are installed on your CiscoWorks Server, choose Server Configuration > About the Server > Applications and Versions.
You can also obtain any published patches from the download site.
Minimum Server Platform Requirements
Table 4 describes the minimum server platform requirements to support the LMS 2.5 and MWC for Cisco Mobile Exchange applications.
Caution
For for information on diagnosing problems with the server, refer to:
Supported Browsers
Table 5 displays the supported browsers.
Table 5 Supported Browsers
Internet Explorer
6.0 and 6.0 SP1
Windows
Netscape Navigator1
7.1
Windows
Netscape Navigator1
7.0
Solaris 2.9
Mozilla
1.7.5
Windows
1 The Java plug-in version must be 1.4.2_04 or higher.
Supported Device Matrix
Table 6 shows a matrix of supported devices and IOS versions.
Installation Notes
This section provides important notes for installing the applications of the MWC for Cisco Mobile Exchange solution. The following subsections are provided:
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LMS Installation Notes
To install the MWC for Cisco Mobile Exchange solution, you must first install the applications of the LMS 2.5 bundle. Each LMS 2.5 application must be installed in the correct order. Click this link for the order of installation and instructions for installing each LMS application:
Note
After installing the LMS 2.5 applications, make sure that you also install any bundle-level or application-level packages, service packs, or updates that are available here:
http://www.cisco.com/kobayashi/sw-center/cw2000/lan-planner.shtml
Service Manager Installation Notes
After installing all required LMS applications, you can then install the Service Manager Core module and the Service Manager application. Two installation files are provided on the CD-ROM and must be installed in the following order:
1.
2.
Installing Service Manager Core Module
To install the Service Manager core module:
Step 1
Step 2
cd /cdrom/cmx_xxxx_sm4_0_sol/CMS-CORE-SM4.0
Note
Step 3
./setup.sh
Step 4
Uninstalling Service Manager Core Module
To uninstall the Service Manager core module:
Step 1
Step 2
cd /cdrom/cmx_xxxx_sm4_0_sol/CMX-CORE-SM4.0
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Step 3
./uninstall.sh
Step 4
Installing and Uninstalling Service Manager Application
To install or uninstall the Service Manager application, refer to the Release Notes for the specific application. For instance, to install or uninstall the GGSN Service Manager application, refer to the Release Notes for Gateway GPRS Support Node Service Manager.
Hostname Changes
If you must change the IP address or hostname of the server after installation, you must also modify the hostname in certain files. See the following URL for more information:
Limitations and Restrictions
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Configuring Two Device Groups Simultaneously
You cannot perform operations on two device groups at the same time within the same login session. If you would like to perform operations on two device groups simultaneously, open two Internet Explorer browser sessions and log in to CiscoWorks in each window. Access the Service Manager from each browser window and perform the simultaneous operations on the separate groups.
Note
Synchronizing Device Inventories
If you make device inventory changes through the Common Services DCR (Common Services > Device and Credentials > Device Management), your changes are not updated automatically by the Service Managers. To synchronize a Service Manager with any DCR changes that you have made, click the Get Latest from DCR button from the List Devices dialog of the Service Manager (Inventory > Group Mgmt > List Devices). Also, recreate any Service Manager device groups that consist of devices that have been changed through the Common Services DCR.
Unsupported Special Characters in Field Names
The Service Managers do not support the use of the exclamation point (!), comma (,), colon (:), semicolon (;), and backslash (\) in field names. Using these unsupported characters can cause configuration failures.
Refreshing the Config Viewer Window
Operators sometimes use the Service Manager Config Viewer window to verify that service-activation operations generate the desired configuration changes. The F5 function key normally activates a refresh sequence, causing the browser to retrieve the latest changes from the server. However, this function key does not work for the Config Viewer window. To view the latest configuration changes, relaunch the Config Viewer window by choosing Service Manager > Display Config and clicking the Display Config button.
MWAM Preparation Notes
The Mobile WAN Application Module (MWAM) provides the equivalent of five mobile wireless applications (for example, five GGSNs) on one module.
For optimal performance:
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For more information about the MWAM, go to:
http://www.cisco.com/en/US/products/hw/modules/ps5510/products_user_guide_book09186a008046c3e7.html
Network Element Preparation Notes
When preparing the network elements, set up the:
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Resource Manager Essentials Preparation Notes
This section provides procedures to prepare and integrate the RME to interoperate with the Service Manager(s). The following subsections are included:
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Assigning Adhoc Task to Users
New users are added through the Common Services Graphical User Interface (GUI). Users who will be performing service-activation tasks through the Service Managers must have the Adhoc task assigned to their usernames in the RME NetConfig window. To do this:
Step 1
Resource Manager Essentials > Config Mgmt > NetConfig > Assigning Tasks
Step 2
Step 3
Managing Device Inventory
This section provides procedures for managing the device inventory.
Adding Devices
Before using the Service Managers, you must add the devices that they will manage to the Common Services DCR to ensure that the inventory of these devices is propagated to all applications (RME, Campus Manager, CiscoView, and Service Managers). To verify that devices are propagated, view the status of inventory collection at the RME. Choose:
Resource Manager Essentials > Devices > Inventory > View Inventory Collection Status
Also, ensure that the devices are in the Normal state. Choose:
Resource Manager Essentials > Devices > Device Management > Device Management State
Managing Inventory Jobs
By default, a System Inventory Polling job is scheduled to run daily. To verify that this job has run successfully, choose:
Resource Manager Essentials > Devices > Inventory > Inventory Jobs
Note
To schedule inventory collection and polling jobs, and set up email notification of these jobs, choose:
Resource Manager Essentials > Admin > Inventory > System Job Schedule
Tuning RME Configuration Management
This section provides information for tuning the RME for best performance with the Service Managers.
Configuring Transport Settings
You should configure transport settings for the Archive Mgmt and NetConfig applications. Select the:
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Note
To access configuration transport settings, choose:
Resource Manager Essentials > Admin > Config Mgmt
Note
Enabling Periodic Polling and Collection
You use the RME to modify how and when to retrieve device configurations. Two methods are possible:
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Note
To access these options in the Config Collection Settings window, choose:
Resource Manager Essentials > Admin > Config Mgmt > Archive Mgmt > Collection Settings
Purging Configuration Archives
You should periodically purge archived configurations to free disk space (for example, /var) and keep your archives to a manageable size. Through the RME you can configure a purging policy for running configurations.
Note
To purge configurations, use one of these methods:
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Note
To access these options in the Archive Purge Setup window, choose:
Resource Manager Essentials > Admin > Config Mgmt > Archive Mgmt > Purge Settings
Configuring RME to Run Parallel Jobs
The Service Manager operates at maximum efficiency when the RME job policy is set to run four jobs in parallel instead of serially. To configure RME to run four jobs in parallel:
Step 1
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Step 2
Step 3
Resource Manager Essentials > Admin > Config Mgmt > Config Job Policies
Note
Step 4
/etc/init.d/dmgtd stop
/etc/init.d/dmgtd start
Configuring RCP for SWIM
You use the Remote Copy Protocol (RCP) to copy files to and from a file system on a remote server. The server that hosts the LMS 2.5 bundle and Service Managers must be configured correctly if you use (RCP for Software Image Management (SWIM).
Verify that the .rhosts file exists in the home directory with write permissions for the owner. For example:
lms_server-> pwd/opt/home/rcplms_server-> ls -latotal 6drwxr-xr-x 2 sdrcp casusers 512 Mar 14 15:46 .drwxrwxrwx 3 root other 512 Mar 14 15:03 ..-rw-r--r-- 1 sdrcp casusers 174 Mar 14 15:03 .profile-rw-rw-r-- 1 sdrcp casusers 0 Apr 5 15:37 .rhostsTo configure Common Services to set the RCP User to use sdrcp as a user name, choose:
Common Services > Server > Admin > System Preferences
On the device, configure the command:
ip rcmd rcp-enable
Configuring Purge Policies
As you perform routine operations, the RME retains a record of them by default. You can set up a job-purge policy for each job type (for example, Netconfig Jobs) and schedule the job purges to occur periodically, based on your operational requirements.
To set up a job-purge policy for different job types, go to the Job Purge window by choosing:
Resource Manager Essentials > Admin > System Preferences > Job Purge
To set up a purge policy for Syslogs, go to the Purge Policy window by choosing:
Resource Manager Essentials > Admin > Syslog > Set Purge Policy
Caveats
Table 7 describes the problems that are known to exist in this release.
Note
Table 7 Release Caveats in MWC for Cisco Mobile Exchange Release 4.0
CSCeh36748
Resource Manager Essentials
RME archive management does not accommodate the supervisor config-mode on the MWAM.
RME archive management cannot retrieve the startup configuration for MWAMs running application partitions for GGSN 5.0 or SSG 1.2 when set for mwam config-mode supervisor (the default).
Workaround: See MWAM Preparation Notes
CSCeh37909
Resource Manager Essentials
The RME should provide a TFTP binary which supports images greater than 32 M.
RME SWIM cannot be used for IOS images greater than 32 MB because of the TFTP server that comes with the Solaris operating system.
Also, because the RCP is not supported on the MWAM (CSCsa02720), SWIM cannot be used for the MWAMs in a chassis that is configured for RCP.
Workaround: Call the Technical Assistance Center (TAC) for assistance in replacing the TFTP binary on your RME servers.
CSCeh40578
Resource Manager Essentials
The NetConfig feature in RME reports success on a failure.
If you create a job with multiple configuration changes and have the first configuration exit (exit command) from the Telnet session prematurely, the NetConfig feature reports success when it should report a failure.
Workaround: Verify that your command set is correct by removing the exit command that terminates the connection to the device.
CSCsa47911
Resource Manager Essentials
RME database connection leak when 10 concurrent NetConfig jobs are running.
RME supports a default of 100 maximum database connections.
Ten concurrent NetConfig jobs could consume a maximum of 60 database connections. This parallel operation could starve other scheduled operations of necessary database connections.
To address this system issue, increase the default setting for the maximum number of database connections.
An alternative is to avoid scheduling 10 or more concurrent jobs.
CSCsa86823
Resource Manager Essentials
Normal state device appears with ? icon and is not selectable.
Device selector appears as ? for a normal device for which a configuration is successful, and inventory collection fails with SNMP timeout.
This problem occurs when the device was added without entering the device type. The device type information is not available to map to the appropriate icon in the device selector.
Workaround: Provide the device type information when adding the device to DCR or increase the SNMP timeout to accommodate proper inventory collection.
CSCsa02720
MWAM
RCP does not work for MWAM chassis.
RCP does not work for Catalyst 6000 or Cisco 7600 chassis that contain MWAMs.
Workaround: You can disable RCP to allow TFTP operations, but a restriction exists for TFTP operation (see CSCeh37909).
CSCeh63684
MWAM
Misleading error message when write to local bootflash fails
The following error message can be misleading because it is not the write to slavebootflash that has failed; rather, it is the write to local MWAM NVRAM that has failed because of resource unavailability:
emsmwam11-2#wrWriting bootflash:SLOT6PC3.cfgWriting slavebootflash:SLOT6PC3.cfg startup-config file open failed (Device or resource busy)CSCeh43417
Common Services
Security: Five-character minimum for user names is not enforced on peer server.
The minimum user account name length is not enforced on peer server accounts. The length should follow the same minimum character length as local user accounts.
Workaround: Manually enforce the five-character minimum for user account names.
CSCeh60535
CiscoView 6.1
Cat6KIOSv19: Runtime errors occur when launching monitors in CiscoView.
When launching monitors from the path PSD > System Information > File Systems, the following error message appears:
A Runtime Error has occurred.Do you wish to Debug?Workaround: Disable the popup blocker.
CSCeh60848
CiscoView 6.1
Rtr7000v20: Updating the GGSN Access Point Name displays an error.
When attempting to update the GGSN Access Point Name by using the path Device Configure > GGSN Access Point, the following error appears:
Bad value error on cgprsAccPtAnonymousUserName.22.Workaround: Use CiscoView 5.5.
CSCeh61656
CiscoView 6.1
Rtr7000v20: The T3-RESPONSE timer cannot be updated.
The T3-RESPONSE timer cannot be updated in CiscoView 6.1 by choosing the path Device Configure > GGSN GTP Timer.
Workaround: Use CiscoView 5.5.
CSCsa12929
CiscoWorks
CiscoWorks Perl does not support database greater than 2 GB.
Common Services 3.0 Solaris backup fails, displaying a message that the database file does not exist. This problem occurs if the database size of any application exceeds 2 GB.
Workaround: Reduce the size of the database to less than 2 GB by deleting unwanted data by using the options in the applications.
CSCeh46139
GGSN devices
SNMP walk fails on GGSN device because of deprecated MIB: cgprsGtpChargingGWTable
The SNMP walk on a GGSN device (on 7200 and MWAM platforms) fails.
This problem results in not being able to create an SNMP identity for the GGSN device.
Workaround: None.
CSCeh48597
Service Manager
Under heavy load conditions, configuration changes take too long
Configuration changes can take more than 5 minutes to implement under heavy load conditions. For example, this problem is observed in the GGSN Service Manager under a stress load of 48 GGSN devices, each with 1500 configured Access Point Names (APNs).
Workaround: Instead of performing multiple simultaneous download operations, perform one download operation at a time.
CSCei24346
Resource Manager Essentials
Configuration job reports success but actually fails in IOS
Service activation through the Service Manager results in a job by the RME. The RME job reports success, but the IOS configuration actually fails.
Workaround: Analyze the command syntax level of the job report to verify that all commands were accepted.
CSCsb96447
Service Manager
Service Managers direct a lot information to the stdout.log file during Display Config and Compare Config operations
During Service Manager operations such as Display Config and Compare Config, the /opt/CSCOpx/MDC/tomcat/logs/stdout.log file can grow large very quickly.
Workaround: Use the Cisco Common Services log rotation (logrot) utility to manage log files:
With the log rotation utility, you can add the log files that you want to process, specify the number of archives that you want to keep, and designate the file size at which log rotation occurs.
CSCsb52549
Service Manager
Config Display times out after a long run (16-40 hours)
When multiple users are performing continuous service-activation operations and other users are continuously displaying configurations (Display Config), a Display Config operation might fail (the HTTP session times out).
Workaround: Log out of the Service Manager. Then log in to the Service Manager again and redisplay the configuration.
Note
CSCsb67308
Resource Manager Essentials
SWIM import of 12.2.18SXE images fails
RME fails to import 12.2(18)SXE1 images. These failures occur with RME 4.0, 4.0.1, and 4.0.2 and IOS images 12.2(18)SXE1 (or later).
Workaround: No workaround is available.
CSCsb41531
Service Manager
The Stop Debug function does not show an error when its associated RME job fails.
The Stop Debug function does not show an error when its associated RME job fails.
Workaround: If login credentials were changed while debug commands were running from the Service Manager, Telnet to the device and run the show debug command from Enable mode.
Run the no debug command to disable debugging.
CSCsb87613
Service Manager
Only one user can view Syslogs. Other user windows show blank displays.
Syslogs do not display in the Syslog viewer.
Workaround: If a second user wants to view the Syslogs, the first user must close the Syslog dialog.
CSCsb87669
Service Manager
Show command windows open inside existing windows, not in new windows.
Show command windows overwrite previous windows instead of opening up in a new browser window.
Workaround: Cut and paste the output to a text editor to ensure that the data is not lost.
CSCsb32820
Service Manager
Service Manager does not automatically control the size of the cmxTe.log file.
The size of the cmxTe.log file increases rapidly if you have enabled devices for debugging and viewing Syslogs.
Workaround: For optimum performance, control the size of this log file using the Logrot utility.
CSCei15915
Service Manager
Launching the Service Manager for the first time takes a long time.
When you start the Service Manager for the first time, there is a delay for the application to start. This problem occurs when some Cisco Mobile Exchange devices are not reachable in RME or their SNMP credentials are wrong.
Workaround: Before launching the Service Manager, verify:
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CSCsb90341
Service Manager
Clicking Cancel button in wizard validates values entered for IP, NetMask, and integer fields
Wizard-based dialogs in the Service Managers use the IP, NetMask, and integer components of the user interface. When invalid (for example, out-of-range) data is entered for those fields, the data is inappropriately validated when you click Cancel, and an error message is displayed.
Workaround: Close the error message, and remove data for these fields before clicking the Cancel button.
Obtaining Documentation
Cisco documentation and additional literature are available on Cisco.com. Cisco also provides several ways to obtain technical assistance and other technical resources. These sections explain how to obtain technical information from Cisco Systems.
Cisco.com
You can access the most current Cisco documentation at this URL:
http://www.cisco.com/techsupport
You can access the Cisco website at this URL:
You can access international Cisco websites at this URL:
http://www.cisco.com/public/countries_languages.shtml
Product Documentation DVD
Cisco documentation and additional literature are available in the Product Documentation DVD package, which may have shipped with your product. The Product Documentation DVD is updated regularly and may be more current than printed documentation.
The Product Documentation DVD is a comprehensive library of technical product documentation on portable media. The DVD enables you to access multiple versions of hardware and software installation, configuration, and command guides for Cisco products and to view technical documentation in HTML. With the DVD, you have access to the same documentation that is found on the Cisco website without being connected to the Internet. Certain products also have .pdf versions of the documentation available.
The Product Documentation DVD is available as a single unit or as a subscription. Registered Cisco.com users (Cisco direct customers) can order a Product Documentation DVD (product number DOC-DOCDVD=) from 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
Beginning June 30, 2005, registered Cisco.com users may order Cisco documentation at the Product Documentation Store in the Cisco Marketplace at this URL:
http://www.cisco.com/go/marketplace/
Cisco will continue to support documentation orders using the Ordering tool:
•
http://www.cisco.com/en/US/partner/ordering/
•
http://www.cisco.com/univercd/cc/td/doc/es_inpck/pdi.htm
•
Documentation Feedback
You can rate and provide feedback about Cisco technical documents by completing the online feedback form that appears with the technical documents on Cisco.com.
You can send comments about Cisco documentation to bug-doc@cisco.com.
You can submit comments by using the response card (if present) behind the front cover of your document or by writing to the following address:
Cisco Systems
Attn: Customer Document Ordering
170 West Tasman Drive
San Jose, CA 95134-9883We 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:
•
•
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A current list of security advisories and notices for Cisco products is available at this URL:
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:
•
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.
•
In an emergency, you can also reach PSIRT by telephone:
•
•
Tip
Never use a revoked or an expired encryption key. The correct public key to use in your correspondence with PSIRT is the one linked in the Contact Summary section of the Security Vulnerability Policy page at this URL:
http://www.cisco.com/en/US/products/products_security_vulnerability_policy.htm
The link on this page has the current PGP key ID in use.
Obtaining Technical Assistance
Cisco Technical Support provides 24-hour-a-day award-winning technical assistance. The Cisco Technical Support & Documentation website on Cisco.com features extensive online support resources. In addition, if you have a valid Cisco service contract, Cisco Technical Assistance Center (TAC) engineers provide telephone support. If you do not have a valid Cisco service contract, contact your reseller.
Cisco Technical Support & Documentation Website
The Cisco Technical Support & Documentation website provides online documents and tools for troubleshooting and resolving technical issues with Cisco products and technologies. The website is available 24 hours a day, at this URL:
http://www.cisco.com/techsupport
Access to all tools on the Cisco Technical Support & Documentation website requires a Cisco.com user ID and password. If you have a valid service contract but do not have a user ID or password, you can register at this URL:
http://tools.cisco.com/RPF/register/register.do
Note
Submitting a Service Request
Using the online TAC Service Request Tool is the fastest way to open S3 and S4 service requests. (S3 and S4 service requests are those in which your network is minimally impaired or for which you require product information.) After you describe your situation, the TAC Service Request Tool provides recommended solutions. If your issue is not resolved using the recommended resources, your service request is assigned to a Cisco engineer. The TAC Service Request Tool is located at this URL:
http://www.cisco.com/techsupport/servicerequest
For S1 or S2 service requests or if you do not have Internet access, contact the Cisco TAC by telephone. (S1 or S2 service requests are those in which your production network is down or severely degraded.) Cisco engineers are assigned immediately to S1 and S2 service requests to help keep your business operations running smoothly.
To open a service request by telephone, use one of the following numbers:
Asia-Pacific: +61 2 8446 7411 (Australia: 1 800 805 227)
EMEA: +32 2 704 55 55
USA: 1 800 553-2447For 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.
•
http://www.cisco.com/go/marketplace/
•
•
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http://www.cisco.com/go/iqmagazine
or view the digital edition at this URL:
http://ciscoiq.texterity.com/ciscoiq/sample/
•
•
http://www.cisco.com/en/US/products/index.html
•
http://www.cisco.com/discuss/networking
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http://www.cisco.com/en/US/learning/index.html
This document is to be used in conjunction with the documents listed in the "Related Documentation" section.
©2005 Cisco Systems, Inc. All rights reserved.
Printed in the USA on recycled paper containing 10% postconsumer waste.
