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Table Of Contents
Obtaining Technical Assistance
Cisco Developer Support Program
Contacting Cisco Developer Support
Obtaining Additional Publications and Information
About This Guide
This preface introduces the Cisco Subscriber Edge Services Manager Troubleshooting Guide. The preface contains the following sections:
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Obtaining Technical Assistance
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Document Objectives
This guide explains methods and procedures for identifying and correcting problems with Cisco Subscriber Edge Services Manager (Cisco SESM) applications. Follow the procedures in this guide before reporting problems to the Cisco Technical Assistance Center (TAC).
Audience
This guide is intended for administrators and others responsible for troubleshooting problems related to installing, configuring, and running SESM applications and deploying SESM solutions. For information about problems related to SESM web portal development, see the Cisco Subscriber Edge Services Manager SDK Platform Programmer Guide.
Document Organization
This guide includes the chapters shown in the following table:
Document Conventions
The following conventions are used in this guide:
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Note
Caution
Related Documentation
Documentation for the Cisco SESM includes:
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The Cisco SESM documentation is online at:
Documentation for the Cisco SSG is online at:
Information related to configuring the SSG authentication, authorization, and accounting features is included in the following locations:
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If you are including the Cisco Access Registrar (a RADIUS server) in your SESM deployment, see the following documents:
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Obtaining Documentation
Cisco provides several ways to obtain documentation, 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 on the World Wide Web at this URL:
http://www.cisco.com/univercd/home/home.htm
You can access the Cisco website at this URL:
International Cisco websites can be accessed from this URL:
http://www.cisco.com/public/countries_languages.shtml
Documentation CD-ROM
Cisco documentation and additional literature are available in a Cisco Documentation CD-ROM package, which may have shipped with your product. The Documentation CD-ROM is updated regularly and may be more current than printed documentation. The CD-ROM package is available as a single unit or through an annual or quarterly subscription.
Registered Cisco.com users can order a single Documentation CD-ROM (product number DOC-CONDOCCD=) through the Cisco Ordering tool:
http://www.cisco.com/en/US/partner/ordering/ordering_place_order_ordering_tool_launch.html
All users can order annual or quarterly subscriptions through the online Subscription Store:
http://www.cisco.com/go/subscription
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:
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http://www.cisco.com/en/US/partner/ordering/index.shtml
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Documentation Feedback
You can submit comments electronically on Cisco.com. On the Cisco Documentation home page, click Feedback at the top of the page.
You can send your comments in e-mail 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.
Obtaining Technical Assistance
For all customers, partners, resellers, and distributors who hold valid Cisco service contracts, the Cisco Technical Assistance Center (TAC) provides 24-hour, award-winning technical support services, online and over the phone. Cisco.com features the Cisco TAC website as an online starting point for technical assistance.
Cisco TAC Website
The Cisco TAC website (http://www.cisco.com/tac) provides online documents and tools for troubleshooting and resolving technical issues with Cisco products and technologies. The Cisco TAC website is available 24 hours a day, 365 days a year.
Accessing all the tools on the Cisco TAC website requires a Cisco.com user ID and password. If you have a valid service contract but do not have a login ID or password, register at this URL:
http://tools.cisco.com/RPF/register/register.do
Opening a TAC Case
The online TAC Case Open Tool (http://www.cisco.com/tac/caseopen) is the fastest way to open P3 and P4 cases. (Your network is minimally impaired or you require product information). After you describe your situation, the TAC Case Open Tool automatically recommends resources for an immediate solution. If your issue is not resolved using these recommendations, your case will be assigned to a Cisco TAC engineer.
For P1 or P2 cases (your production network is down or severely degraded) or if you do not have Internet access, contact Cisco TAC by telephone. Cisco TAC engineers are assigned immediately to P1 and P2 cases to help keep your business operations running smoothly.
To open a case 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 listing of Cisco TAC contacts, go to this URL:
http://www.cisco.com/warp/public/687/Directory/DirTAC.shtml
TAC Case Priority Definitions
To ensure that all cases are reported in a standard format, Cisco has established case priority definitions.
Priority 1 (P1)—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.
Priority 2 (P2)—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.
Priority 3 (P3)—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.
Priority 4 (P4)—You require information or assistance with Cisco product capabilities, installation, or configuration. There is little or no effect on your business operations.
Cisco Developer Support Program
The Developer Support Program was developed to provide formalized support for Cisco interfaces to accelerate the delivery of compatible solutions to Cisco customers. The program web site at http://www.cisco.com/go/developersupport provides a central resource point for all your development needs.
Program Benefits
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Many of the product and document downloads are accessible with a Cisco.com guest level login. However, as a member of the program, you will get access to all the program benefits listed above to promote your development efforts. The subscription also provides the ability to open support cases using the same infrastructure and processes used by Cisco Technical Assistance Center (TAC).
Our Subscription membership is fee-based. The Developer Support Agreement, with the subscription fees and list of supported interfaces, is available on the Developer Support Web site.
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Contacting Cisco Developer Support
You can contact Cisco Developer Support using the following:
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Obtaining Additional Publications and Information
Information about Cisco products, technologies, and network solutions is available from various online and printed sources.
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http://www.cisco.com/en/US/products/products_catalog_links_launch.html
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http://www.cisco.com/go/packet
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http://www.cisco.com/go/iqmagazine
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http://www.cisco.com/en/US/about/ac123/ac147/about_cisco_the_internet_protocol_journal.html
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http://www.cisco.com/en/US/learning/index.html
