Table Of Contents
Release Notes for Cisco Subscriber Edge Services Manager 3.3(2)
Revised: February 2, 2006, OL-9360-01
Cisco Subscriber Edge Services Manager (SESM) 3.3(2) contains new features and enhancements to address customer issues and security issues. You can install it as a new installation without any previous SESM installation, or you can install it over SESM 3.3(1), or other previous SESM releases. SESM 3.3(2) includes SPE release 2.1.13.
New and Enhanced Features
SESM 3.3(2) contains the following new and enhanced features:
Captive Portal Deny Filter
In the Captive Portal application, you can configure a list of user agents that have access to web portal applications (capturedUserAgents). There are HTTP client applications that send an automatic request before a user logs in, even though they cannot render the login page that is sent by the portal application, for example, Symantec Update, Windows Media Player, and Real Media Player. This behavior adds an unnecessary load on the portal application.
You can now define a blacklist of HTTP client applications, which allows Captive Portal to deny access to undesirable traffic to the SESM web portal. Captive Portal applies this deny filter before allowing access to captured user agents of HTTP client applications. Any request coming from these blocked user agents is denied access to the SESM web portal by the Captive Portal, and a 503 error is generated.
Note The deniedUserAgents list takes precedence over the capturedUserAgents list. If the same user agent is present in the deniedUserAgents list and in the capturedUserAgents list, that user agent will be denied access.
To define the blacklist of denied user agents, uncomment the new deniedUserAgents section of the captiveportal.xml file, and define the denied user agents by using the HTTP user agent tag, UserAgent.:
•UserAgent names are case insensitive.
•The commented out section includes two examples of user agents, nsplayer and gecko.
By default, the new deniedUserAgents section is commented out, so no user agents are specifically denied access.
Note You can find the UserAgent names of HTTP client applications that have sent requests in the request.log file for Captive Portal, which is located under <sesm installation directory>//captiveportal/logs/.
For example:10.56.33.16 - - [02/Feb/2006:12:11:09 +0200] "GET / HTTP/1.0" 302 0 "-" "Mozilla/4.0 (compatible; MSIE 6.0; Windows NT 5.0; CWMIE501SP1WODU)" 10.56.33.16 - - [02/Feb/2006:12:21:01 +0200] "GET /stream/1065 HTTP/1.0" 302 0 "-" "WinampMPEG/5.19"
In the following example, Windows Media Player (NSPlayer) is configured as a denied user agent.<Configure jmxname="com.cisco.sesm:name=captiveportal"><!--- Uncomment the following section to restrict redirection.- Any request from a user agent in this array will result- in a 503 response.- If the array is null or empty, capturedUserAgents will be analyzed.--><Set name="deniedUserAgents"><Array class="java.lang.String"><Item>NSPlayer</Item></Array></Set></Configure>
Note If you migrate configuration files from SESM 3.3(1), and you want to add denied user agents, add and uncomment the new section from the SESM 3.3(2) configuration file.
You can also define deniedUserAgents in the Captive Portal MBean through Agent View and Application Manager. For more information about configuring user agents in Captive Portal see Cisco Subscriber Edge Services Manager Administration and Configuration Guide.
WSG Return RADIUS Attributes
This section describes enhancements to WSG to return all RADIUS attributes:
The SESM New World Service Provider (NWSP) and Web Services Gateway (WSG) applications interact with Service Selection Gateway (SSG) to activate sessions and services for users. NWSP can access all RADIUS attributes that are returned by the SSG. However, an external application that used WSG to communicate with SSG had limited access to these attributes.
The WSG interface has been enhanced to return all the RADIUS attributes. You can now configure the list of RADIUS attributes to be returned. For example, you can now return:
•Full session attributes, including framed IP address, which is required for PBHK deployments.
•Full RADIUS attributes for roaming applications, including reply-message (attribute 18), session-timeout, redirection URL, and so on.
To return session attributes and RADIUS attributes, this release contains the following:
•getRADIUSAttributes—A new WSG operation to return RADIUS attributes.
•getStatusExtended—A new WSG operation.
•Additional changes to the WSG interface.
A new WSG operation to return RADIUS attributes, called getRADIUSAttributes, has been added to return RADIUS attribute values. You can define the list of attributes that you want to return in the wsg.xml configuration file. If no attributes are defined, none are returned.
The default configuration is to return attribute 18 (Reply Message), attribute 8 (Framed IP address) and attribute 27 (Session Timeout).
Note The getRADIUSAttributes operation behaves differently to other WSG operations in that it does not cause the WSG to update the SESM Session by querying the SSG. Therefore, you should first use an operation to update the SESM session (for example, authenticate or serviceActivate) to ensure that the returned information is up to date. This is especially important when the SESM session has expired, in which case the getRADIUSAttributes operation will not return any attributes.
In the following example, attribute 8 and attribute 18 will be returned to the WSG client.<Configure jmxname="com.cisco.sesm:name=WebApp"><Set name="RADIUSAttributes"><Array class="java.lang.String"><Item>8</Item><Item>18</Item></Array></Set></Configure>
Note If you migrate configuration files from SESM 3.3(1), and you want to define getRADIUSAttributes, you will need to add the new sections from the SESM 3.3(2) configuration files.
For information about the wsg.xml file and its location, see Cisco Subscriber Edge Services Manager Web Services Gateway Guide.
This release introduces a new WSG operation, getStatusExtended, which is an extension of the getStatus API. The new operation returns a new StatusExtended object, which contains all attributes of the status object and also the framed IP address.
Note The getStatus API will be deprecated in this release and will be removed after two releases.
For more information about WSG operations, see Cisco Subscriber Edge Services Manager Web Services Gateway Guide.
Changes to the WSG Interface
The sesm.wsdl file describes the interface of the WSG, in the Web Service Description Language (WSDL) format. The following describes the new sections that have been added to the sesm.wsdl file for returning the RADIUS attributes, AV pair, and the extended status information, including input and output elements for each operation. The sesm.wsdl file is located in the wsg/wsdl directory of the SESM distribution.
To implement the new methods, you must recompile the WSDL file, and then run the new APIs in the WSG client application.
Note The full contents of the sesm.wsdl file for SESM 3.3(1) is described in Cisco Subscriber Edge Services Manager Web Services Gateway Guide.<!-- A SESM AVpair Type --><complexType name="AVpair"><sequence><!-- Attribute of the AVpair. --><element name="attribute" nillable="true" type="soapenc:string"/><!-- Value of the AVpair. --><element name="value" nillable="true" type="soapenc:string"/></sequence></complexType><!-- Collection of SESM AVpair --><complexType name="ArrayOfAVpair"><complexContent><restriction base="soapenc:Array"><attribute ref="soapenc:arrayType" wsdl:arrayType="intf:AVpair"/></restriction></complexContent></complexType><element name="ArrayOfAVpair" nillable="true" type="intf:ArrayOfAVpair"/><!-- Return the AV pairs* Returns all the AV pairs from the SESMSession* AV pairs : Arrays of AV pairs.--><wsdl:message name="AVpairResponse"><wsdl:part name="AVpair" type="intf:ArrayOfAVpair"/></wsdl:message><wsdl:message name="getRADIUSattributesRequest"><wsdl:part name="hostkey" type="soapenc:string"/></wsdl:message><wsdl:operation name="getRADIUSattributes"parameterOrder="hostkey"><wsdl:input name="getRADIUSattributesRequest"message="intf:getRADIUSattributesRequest"/><wsdl:output name="AVpairResponse"message="intf:AVpairResponse"/></wsdl:operation>
The following sections are the Soap Binding to return RADIUS attributes:<wsdl:operation name="getRADIUSattributes"><wsdlsoap:operation soapAction=""/><wsdl:input name="getRADIUSattributesRequest"><wsdlsoap:body use="encoded" encodingStyle="http://schemas.xmlsoap.org/soap/encoding/" namespace="http://common.wsg.sesm.cisco.com"/></wsdl:input><wsdl:output name="AVpairResponse"><wsdlsoap:body use="encoded" encodingStyle="http://schemas.xmlsoap.org/soap/encoding/" namespace="http://common.wsg.sesm.cisco.com"/></wsdl:output></wsdl:operation>
The following sections are for Framed IP address support:<!-- StatusExtended type of a SESM Session --><complexType name="StatusExtended"><sequence><element name="identities" nillable="true" type="intf:ArrayOfIdentity"/><element name="services" nillable="true" type="intf:ArrayOfServiceStatus"/><element name="framedIpAddress" nillable="true" type="soapenc:string"/></sequence></complexType><!-- Response Definition --><wsdl:message name="getStatusExtendedResponse"><wsdl:part name="statusExtended" type="intf:StatusExtended"/></wsdl:message><!-- Operation --><wsdl:operation name="getStatusExtended"parameterOrder="hostkey"><wsdl:input name="getStatusRequest"message="intf:getStatusRequest"/><wsdl:output name="getStatusExtendedResponse"message="intf:getStatusExtendedResponse"/></wsdl:operation><!-- Soap Binding --><wsdl:operation name="getStatusExtended"><wsdlsoap:operation soapAction=""/><wsdl:input name="getStatusRequest"><wsdlsoap:body use="encoded" encodingStyle="http://schemas.xmlsoap.org/soap/encoding/" namespace="http://common.wsg.sesm.cisco.com"/></wsdl:input><wsdl:output name="getStatusExtendedResponse"><wsdlsoap:body use="encoded" encodingStyle="http://schemas.xmlsoap.org/soap/encoding/" namespace="http://common.wsg.sesm.cisco.com"/></wsdl:output></wsdl:operation>
Using the Axis WSG Stubs
The SESM solution contains java stubs of the WSG interface that have been generated from the SESM WSDL. These stubs are generated by Axis 1.1, and may be used by a client program that is written in Java to access the WSG.
To use the new WSG feature, the client code must import the following classes generated by Axis, in addition to those specified in the Cisco Subscriber Edge Services Manager Web Services Gateway Guide:
Web Services Gateway Client Commands
Table 1describes the new web services gateway client commands that are now available in addition to those described in the Cisco Subscriber Edge Services Manager Web Services Gateway Guide.
WSG Client Command Examples
This section provides examples of the new WSG commands and their output.
•Use displayRAD command to get the RADIUS AV pairs that correspond to the previously executed operation, from the current session.wsg>displayRADgetRADIUSattributes18 = attr18.accept.message27 = 10008 = 10.60.60.1
Note The displayRAD operation behaves differently to other WSG operations in that it does not cause the WSG to update the SESM Session by querying the SSG. Therefore, you should first use an operation to update the SESM session (for example, auth or act) to ensure that the returned information is up to date. This is especially important when the SESM session has expired, in which case the displayRAD operation will not return any attributes.
•Use getStatusExt command to get the extended state information of the host key session.wsg> getStatusExt10.51.111.18/1024: Identity user: user3FRAMED IP ADDRESS =10.60.60.1Service games: offService Internet-Basic: offService banking: offService vidconf: offService Internet-Premium: ON (user:) time=8 b2u=0 b2s=0 p2u=0 p2s=0Service VidConf: offService corporate: offService iptv: offService home_shopping: off
•Use queryStatusExt command to get extended status with less verbosity.wsg> queryStatusExt10.51.111.18/1024: Identity user: user3FRAMED IP ADDRESS =10.60.60.1
For more information about WSG client commands and examples, see Cisco Subscriber Edge Services Manager Web Services Gateway Guide.
Framed IP-Based TAL Support
SSG provides Transparent Auto-Login (TAL) support by using MAC-based authentication or Framed-IP address-based authentication. The SESM/AR Trusted ID solution is based on MAC-based authentication.
SESM SPE installation can now provide Framed-IP-based TAL support. When the SESM RADIUS Data Proxy (RDP) is in proxy mode, it can now identify TAL requests, and proxy the TAL authentication request to an external AAA server that contains the TAL user profiles. SPE sends the authorization based on Framed IP address.
Note TAL handling in RDP is not supported in SPE mode because of security issues. Hence, to support TAL handling, you must configure RDP to proxy to any AAA server that contains the TAL user profiles.
The TAL user configuration for the AAA server and SPE must be the same.
When AAA server profiles and SPE/LDAP user profiles for a particular TAL user are configured with different session timeout and idle timeout values, SPE/LDAP overwrites the attribute configuration which is present in AAA server. (This also applies to a regular user.)
To enable TAL support:
1. Configure RDP in proxy mode. For more information on RDP proxy configuration, see Cisco Subscriber Edge Services Manager Profile Management Guide.
2. Enable TAL support in RDP. (By default, TAL support is disabled in RDP.)
a. Edit the RDP configuration file (rdp.xml located under $SESM_ROOT/rdp/config), and change the configuration parameter enableTAL to true.
Note If you migrate configuration files from SESM 3.3(1), you will need to add the new sections from the SESM 3.3(2) configuration files.
In the following example, TAL support has been enabled in RDP (enableTAL is set to true).<!-- Define and configure the main RDP handler --><!-- The RDP handler divides handling of AAA and PROFILE requests. --><Item><New class="com.cisco.sesm.rdp.RDPHandler"><Set name="name">RDP</Set><!-- Set the name of the AAA request handlerTo handle iPass requests, change this to IPASS --><Set name="aaaHandler">AAA</Set><!-- Set the name of the PROFILE request handler --><Set name="profileHandler">PROFILE</Set><!-- Set the TAL to true if request is from TAL user --><Set name="enableTAL" type="boolean">true</Set></New></Item>
b. Restart the RDP application.
For more information about configuring RDP, see Cisco Subscriber Edge Services Manager Profile Management Guide.
3. Configure SSG.
a. Configure SSG for Framed IP based TAL support. For more information, see http://www.cisco.com/univercd/cc/td/doc/product/software/ios124/124cg/hssg_c/wp1059479.
b. Add the following configuration to SSG for RDP to identify the TAL request:radius-server attribute 8 include-in-access-req
When TAL support is enabled, SSG provides transparent network access for TAL users, and they are not redirected to SESM for logging in. If the SSG TAL authentication with RDP fails, HTTP redirection will occur, and the user will be presented with the SESM login page. For more information about TAL, see http://www.cisco.com/univercd/cc/td/doc/product/software/ios124/124cg/hssg_c/ssg_talh.htm.
Note The external AAA server handles normal requests for authentication differently from TAL requests. For TAL requests, authentication is against the TAL fixed password, whereas if the request is a normal request, the user profile password is used.
Tip To increase security, configure a different user profile password in SPE for each TAL user. Different user profiles help to prevent someone from trying to use the TAL user ID and TAL fixed password via NWSP.
SPE Character Handling
SPE now supports forward slash (/) characters in an account name in CDAT. No additional configuration is required. You can now use forward slash (/) in the username field in CDAT. This enhancement resolves bug CSCuk51138.
SESM 3.3(2) contains the following additional enhancements:
This release includes the functionality provided with SESM 3.3.1 patch 1. This patch fixed the problem that SESM DNS Proxy padded proxied requests with zeros up to a size of 512 Bytes instead of proxying the original request with its original size.
The SESM DNS proxy now sends requests with the original request size.
This SESM release includes a Technical Support script to generate complete configuration and logging information about your SESM deployment for Cisco Support engineers. The script also gives the complete information about the system configuration, such as version parameters, hardware configuration, and processes running in the system.
The script (techscript.sh) is available under SESM_HOME/tools/bin directory.
The following parameters are included in the Technical Support script:
–OS version (uname -a and prtdiag -v)
–pkginfo (CSCOar in case of CAR)
–disk space (df -k)
–swap space details (swap -l)
–patch details (showrev -p)
–System log details
•Process information in the system:
–Processes and applications running in the system.
–Details of AAA ports and applications running in other ports (netsat).
–SESM version installed.
–SESM installation directory.
–Configuration information from the install_dir/application_name/config/application_name.xml.
–Whether configured for PBHK or IPHK.
–Whether LDAP or Radius is the database.
–Whether debug is enabled.
–Verbosity level set in the log files.
–All Log files generated in install_dir/application_name/logs (if necessary, TAR the log files).
–Directory list (sesm_root$ ls -lR). If SESM startup is done by a script (/etc/rc2.d/...) attach the startup script.
Note The script can be run only on a Solaris or Linux platform; it cannot be converted to run on Windows.
Ensure that /usr/bin/sh shell environment is set on the machine; otherwise, bad interpreter errors might occur when running the script. Refer to CSCsc99976.
The script can check whether a command path exists in the system (in which the script is executed). If the path does not exist, the script allows you to set the path and rerun the script. However the script cannot check compiler issues with the lsof utility and other commands. Refer to CSCsc99981.
•All SESM start scripts now redirect their output to their corresponding log files, including DNSProxy and RADIUS proxy. Refer to CSCsd07029.
•The Dump attribute has been added to the default IPASSPROXY Listener, RADIUS Authentication Listener, and Accounting Listener in rdp.xml to dump all attributes during RADIUS and iPass proxying.
•The MemoryCheckDecorator in the web portals (NWSP, SP, PDA, WAP) has been removed, as there is no longer any need for them.
This section contains the following topics:
For hardware requirements, see Cisco Subscriber Edge Services Manager Installation Guide 3.3.
SESM 3.3.(2) applications can run on the following operating systems:
•Solaris 9 or 10
•Linux 3 or 4
SESM 3.3(2) applications have not been tested on Windows operating systems.
Installation Paths for SESM 3.3(2)
Table 2 describes the installation and upgrade paths for SESM 3.3(2)
For information about installing and upgrading SESM, see Cisco Subscriber Edge Services Manager Installation Guide 3.3.
Downloading SESM 3.3(2)
If you purchased a contract that allows you to obtain the SESM software from the Cisco website, you can access the Cisco images from the CCO Software Center, at http://www.cisco.com/cgi-bin/tablebuild.pl/sesm33-3des.
You must have a valid Cisco user ID and password.
There are two SESM installation images, one for Solaris and one for Linux:
You must log on as the privileged user to perform the installation.
For information about installing and upgrading SESM, see Cisco Subscriber Edge Services Manager Installation Guide 3.3.
If you use an incorrect X server configuration, or a GUI representation by a remote X server to install SESM 3.3(2) in GUI mode, the last character is missing in the word inetOrgPerson in the Naming Attribute screen. Refer to CSCsc94823.
Note We sometimes update the electronic documentation after original publication. Therefore, you should periodically review the documentation on Cisco.com for any updates.
Documentation for SESM 3.3 is online at
and under the SESM product website at
The documentation set for SESM 3.3 consists of:
Release Notes for Cisco Subscriber Edge Services Manager 3.3(2)
Release Notes for Cisco Subscriber Edge Services Manager 3.3(1)
Cisco Subscriber Edge Services Manager Introduction Guide
Cisco Subscriber Edge Services Manager Installation Guide
Cisco Subscriber Edge Services Manager Administration and Configuration Guide
Cisco Subscriber Edge Services Manager Web Portals Guide
Cisco Subscriber Edge Services Manager Profile Management Guide
Cisco Subscriber Edge Services Manager Web Services Gateway Guide
Cisco Subscriber Edge Services Manager Web Developer Guide
Cisco Subscriber Edge Services Manager SDK Programmer Guide
Cisco Subscriber Edge Services Manager Troubleshooting Guide
Documentation for the Cisco Service Selection Gateway (SSG) is online at:
Information related to configuring the SSG authentication, authorization, and accounting features is included in:
•Cisco IOS Security Configuration Guide:
•Cisco IOS Security Command Reference
If you are including the Cisco Access Registrar (a RADIUS server) in your SESM deployment, see the documentation for Cisco Access Registrar (AR) online at:
Known and Resolved Problems
This section describes known and solved problems in this release.
Note To obtain more information about known problems, access the Cisco Software Bug Toolkit at http://www.cisco.com/cgi-bin/Support/Bugtool/home.pl. (You will be prompted to log into Cisco.com.)
Table 4 Resolved Problems in SESM 3.3(2)
Bug ID Summary Explanation
DNS-Proxy server-side vulnerability
Some Domain Name System (DNS) implementations may be vulnerable to a Denial of Service attack after receiving and processing a specially crafted DNS packet. Cisco has made free software available to address this vulnerability. This security notice is posted at http://www.cisco.com/warp/public/707/cisco-sn-20050524-dns.shtml
Improve error flow in Navigator
The looping problem that caused a StackOverflowError has been solved.
The problem that occurred when refreshing the NWSP status page while the AAA server is unavailable has been solved.
Status page breaks if service profile download fails
This problem has been solved.
Service status should represent the service status in the GW
SESM now updates the service status for a disconnected service.
Performance Report for SESM Components Installed on the Same Machine
This performance report is for SESM performance capability when all SESM applications are installed on the same server. For other performance results, see Cisco Subscriber Edge Services Manager Installation Guide.
SESM is installed as a SESM-RADIUS installation in IPHK mode. Both scenarios combine requests from proxy and regular users.
Table 5 describes the setup for SESM applications used for the performance tests.
Table 6 shows the results for the performance tests.
Assumptions and Constraints
•DNS resolution was not tested due to simulator limitation. We performed stress on the DNS application using an additional simulator that sent 20 DNS requests per second.
•All whitelist sites are local, configured on an Apache server on the same subnet as SESM. In a production deployment you should take into account slower response time from remote sites.
•Login and logout sequence is almost immediate.
•NWSP service activation was not tested.
•HTTPS is not supported by the simulator; therefore all tests were performed with regular HTTP.
•These test results should not be directly compared with that of individual performance testing. The request processing ability of the entire application should also be considered.
Cisco documentation and additional literature are available on Cisco.com. Cisco also provides several ways to obtain technical assistance and other technical resources. These sections explain how to obtain technical information from Cisco Systems.
You can access the most current Cisco documentation at this URL:
You can access the Cisco website at this URL:
You can access international Cisco websites at this URL:
Product Documentation DVD
The Product Documentation DVD is a comprehensive library of technical product documentation on a portable medium. The DVD enables you to access multiple versions of installation, configuration, and command guides for Cisco hardware and software products. With the DVD, you have access to the same HTML documentation that is found on the Cisco website without being connected to the Internet. Certain products also have PDF versions of the documentation available.
The Product Documentation DVD is available as a single unit or as a subscription. Registered Cisco.com users (Cisco direct customers) can order a Product Documentation DVD (product number DOC-DOCDVD= or DOC-DOCDVD=SUB) from Cisco Marketplace at this URL:
Registered Cisco.com users may order Cisco documentation at the Product Documentation Store in the Cisco Marketplace at this URL:
Nonregistered Cisco.com users can order technical documentation from 8:00 a.m. to 5:00 p.m. (0800 to 1700) PDT by calling 1 866 463-3487 in the United States and Canada, or elsewhere by calling 011 408 519-5055. You can also order documentation by e-mail at email@example.com or by fax at 1 408 519-5001 in the United States and Canada, or elsewhere at 011 408 519-5001.
You can rate and provide feedback about Cisco technical documents by completing the online feedback form that appears with the technical documents on Cisco.com.
You can submit comments about Cisco documentation by using the response card (if present) behind the front cover of your document or by writing to the following address:
Attn: Customer Document Ordering
170 West Tasman Drive
San Jose, CA 95134-9883
We appreciate your comments.
Cisco Product Security Overview
Cisco provides a free online Security Vulnerability Policy portal at this URL:
From this site, you will find information about how to:
•Report security vulnerabilities in Cisco products.
•Obtain assistance with security incidents that involve Cisco products.
•Register to receive security information from Cisco.
A current list of security advisories, security notices, and security responses for Cisco products is available at this URL:
To see security advisories, security notices, and security responses as they are updated in real time, you can subscribe to the Product Security Incident Response Team Really Simple Syndication (PSIRT RSS) feed. Information about how to subscribe to the PSIRT RSS feed is found at this URL:
Reporting Security Problems in Cisco Products
Cisco is committed to delivering secure products. We test our products internally before we release them, and we strive to correct all vulnerabilities quickly. If you think that you have identified a vulnerability in a Cisco product, contact PSIRT:
•For Emergencies only — 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 or an expired encryption key. The correct public key to use in your correspondence with PSIRT is the one linked in the Contact Summary section of the Security Vulnerability Policy page at this URL:
The link on this page has the current PGP key ID in use.
If you do not have or use PGP, contact PSIRT at the aforementioned e-mail addresses or phone numbers before sending any sensitive material to find other means of encrypting the data.
Obtaining Technical Assistance
Cisco Technical Support provides 24-hour-a-day award-winning technical assistance. The Cisco Technical Support & Documentation website on Cisco.com features extensive online support resources. In addition, if you have a valid Cisco service contract, Cisco Technical Assistance Center (TAC) engineers provide telephone support. If you do not have a valid Cisco service contract, contact your reseller.
Cisco Technical Support & Documentation Website
The Cisco Technical Support & Documentation website provides online documents and tools for troubleshooting and resolving technical issues with Cisco products and technologies. The website is available 24 hours a day, at this URL:
Access to all tools on the Cisco Technical Support & Documentation website requires a Cisco.com user ID and password. If you have a valid service contract but do not have a user ID or password, you can register at this URL:
Note Use the Cisco Product Identification (CPI) tool to locate your product serial number before submitting a web or phone request for service. You can access the CPI tool from the Cisco Technical Support & Documentation website by clicking the Tools & Resources link under Documentation & Tools. Choose Cisco Product Identification Tool from the Alphabetical Index drop-down list, or click the Cisco Product Identification Tool link under Alerts & RMAs. The CPI tool offers three search options: by product ID or model name; by tree view; or for certain products, by copying and pasting show command output. Search results show an illustration of your product with the serial number label location highlighted. Locate the serial number label on your product and record the information before placing a service call.
Submitting a Service Request
Using the online TAC Service Request Tool is the fastest way to open S3 and S4 service requests. (S3 and S4 service requests are those in which your network is minimally impaired or for which you require product information.) After you describe your situation, the TAC Service Request Tool provides recommended solutions. If your issue is not resolved using the recommended resources, your service request is assigned to a Cisco engineer. The TAC Service Request Tool is located at this URL:
For S1 or S2 service requests, or if you do not have Internet access, contact the Cisco TAC by telephone. (S1 or S2 service requests are those in which your production network is down or severely degraded.) Cisco engineers are assigned immediately to S1 and S2 service requests to help keep your business operations running smoothly.
To open a service request by telephone, use one of the following numbers:
Asia-Pacific: +61 2 8446 7411 (Australia: 1 800 805 227)
EMEA: +32 2 704 55 55
USA: 1 800 553-2447
For a complete list of Cisco TAC contacts, go to this URL:
Definitions of Service Request Severity
To ensure that all service requests are reported in a standard format, Cisco has established severity definitions.
Severity 1 (S1)—An existing network is down, or there is a critical impact to your business operations. You and Cisco will commit all necessary resources around the clock to resolve the situation.
Severity 2 (S2)—Operation of an existing network is severely degraded, or significant aspects of your business operations are negatively affected by inadequate performance of Cisco products. You and Cisco will commit full-time resources during normal business hours to resolve the situation.
Severity 3 (S3)—Operational performance of the network is impaired, while most business operations remain functional. You and Cisco will commit resources during normal business hours to restore service to satisfactory levels.
Severity 4 (S4)—You require information or assistance with Cisco product capabilities, installation, or configuration. There is little or no effect on your business operations.
Obtaining Additional Publications and Information
Information about Cisco products, technologies, and network solutions is available from various online and printed sources.
•The Cisco Product Quick Reference Guide is a handy, compact reference tool that includes brief product overviews, key features, sample part numbers, and abbreviated technical specifications for many Cisco products that are sold through channel partners. It is updated twice a year and includes the latest Cisco offerings. To order and find out more about the Cisco Product Quick Reference Guide, go to this URL:
•Cisco Marketplace provides a variety of Cisco books, reference guides, documentation, and logo merchandise. Visit Cisco Marketplace, the company store, at this URL:
•Cisco Press publishes a wide range of general networking, training and certification titles. Both new and experienced users will benefit from these publications. For current Cisco Press titles and other information, go to Cisco Press at this URL:
•Packet magazine is the Cisco Systems technical user magazine for maximizing Internet and networking investments. Each quarter, Packet delivers coverage of the latest industry trends, technology breakthroughs, and Cisco products and solutions, as well as network deployment and troubleshooting tips, configuration examples, customer case studies, certification and training information, and links to scores of in-depth online resources. You can access Packet magazine at this URL:
•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:
or view the digital edition at this URL:
•Internet Protocol Journal is a quarterly journal published by Cisco Systems for engineering professionals involved in designing, developing, and operating public and private internets and intranets. You can access the Internet Protocol Journal at this URL:
•Networking products offered by Cisco Systems, as well as customer support services, can be obtained at this URL:
•Networking Professionals Connection is an interactive website for networking professionals to share questions, suggestions, and information about networking products and technologies with Cisco experts and other networking professionals. Join a discussion at this URL:
•World-class networking training is available from Cisco. You can view current offerings at this URL:
This document is to be used in conjunction with the documents listed in the "Obtaining Documentation" section.
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.
© 2006 Cisco Systems, Inc. All rights reserved