Table Of Contents
Release Notes for Cisco ONS 15600 Release 7.2.3
Maintenance and Administration
Resolved Caveats for Release 7.2.3
Maintenance and Administration
New Features and Functionality
One-Port I/O Module for OC-192 Support on ASAP Cards
Network Circuit Automatic Routing Overridable NE Default
Cisco Product Security Overview
Reporting Security Problems in Cisco Products
Obtaining Technical Assistance
Cisco Technical Support Website
Definitions of Service Request Severity
Obtaining Additional Publications and Information
Release Notes for Cisco ONS 15600 Release 7.2.3
Note
The terms "Unidirectional Path Switched Ring" and "UPSR" may appear in Cisco literature. These terms do not refer to using Cisco ONS 15xxx products in a unidirectional path switched ring configuration. Rather, these terms, as well as "Path Protected Mesh Network" and "PPMN," refer generally to Cisco's path protection feature, which may be used in any topological network configuration. Cisco does not recommend using its path protection feature in any particular topological network configuration.
August 2007
Release notes address closed (maintenance) issues, caveats, and new features for the Cisco ONS 15600. For detailed information regarding features, capabilities, hardware, and software introduced with this release, refer to Release 7.2 of the Cisco ONS 15600 Procedure Guide, Cisco ONS 15600 Reference Manual, Cisco ONS SONET TL1 Command Guide, and Cisco ONS 15600 Troubleshooting Guide. For the most current version of the Release Notes for Cisco ONS 15600 Release 7.2.3, visit the following URL:
http://www.cisco.com/univercd/cc/td/doc/product/ong/15600/600relnt/index.htm
Cisco also provides Bug Toolkit, a web resource for tracking defects. To access Bug Toolkit, visit the following URL:
http://www.cisco.com/cgi-bin/Support/Bugtool/launch_bugtool.pl
Contents
Resolved Caveats for Release 7.2.3
New Features and Functionality
Cisco Product Security Overview
Obtaining Technical Assistance
Obtaining Additional Publications and Information
Changes to the Release Notes
This section documents supplemental changes that have been added to the Release Notes for Cisco ONS 15600 Release 7.2 since the production of the Cisco ONS 15600 System Software CD for Release 7.2.3.
No changes have been added to the release notes for Release 7.2.3.
Caveats
Review the notes listed below before deploying the ONS 15600. Caveats with tracking numbers are known system limitations that are scheduled to be addressed in a subsequent release. Caveats without tracking numbers are provided to point out procedural or situational considerations when deploying the product.
Hardware
ONS-SE-2G-xx.x
The ONS-SE-2G-xx.x complies with performance criteria for all intra-facility fiber cables and connectors per Telcordia GR-326-CORE, Issue 3 Sept. 1999. Cisco recommends the following approved suppliers for intrafacility fiber cables to use with this product:
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Maintenance and Administration
Caution
CSCse36337
When a Server Trail is created on a 1+1 Protection Group, the Node's database gets deleted, and the Node goes for continuous reboot. No workaround available. This issue will be resolved in Release 7.22, 8.0.
CSCse89357
CTC Network view shows up without any Nodes. The initialization of the network view sometimes would get interrupted with exceptions. Workaround is to relaunch CTC. This issue will be resolved in a future release.
CTC Network view shows up without any Nodes. The initialization of the network view sometimes would get interrupted with exceptions. Workaround is to relaunch CTC. This issue will be resolved in a future release.
CSCse96077
On an IO port with this issue false TCAs that indicate line or traffic problems are raised every 15 min after the 15 min pm report. There are no alarms with the associated ports. Traffic is not affected. In Release 7.2, during a very short period when the defect is present (less than 1 sec), false TCAs might be raised. This can be reproduced by either removing or then reinserting the card, or by a small burst of defects.
The cards affected are:
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There are two workarounds:
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This issue will be resolved in a future release.
CSCsd39248
Users may be unable to login to a 15600 GNE node after upgrade from a pre-7.0 load up to a 7.0+ load. CTC may not connect, although telnet/ssh will work (as they did prior to the upgrade). Running a 15600, with BLSR configured; upgrade the 15600 to 7.0.
Workaround:
Step 1
Step 2
Step 3
forceTableUpdate <ringIndex>
after this sequence is performed; the CTC will no longer experience the failure during startup (attaching to the NE).
This issue will be resolved in a later release.
CSCsd45025
PPM hardware part numbers are displayed incorrectly in the inventory column. This issue will be resolved in Release 8.0.
CSCsd84932
When an ASAP card 1PIO that has STS1 circuits on it is removed, the downstream NE will see UNEQ-P on the STS1 circuits instead of AIS-P, as expected. Concatenated circuits will see AIS-P, as expected. This issue does not occur with 4PIO removals, or with concatenated circuits. This issue will be resolved in a future release.
CSCsb96697
When you perform a Manual Switch To Protect and then an SD-L condition is raised on the Protect port that preempts the Manual Switch To Protect, the CTC Maintenance > Protection tab shows "APS_CLEAR." When you click Clear in that tab while the SD-L is still present on the protect port, the K bytes will change to "No Request" for about 400-1000 frames before redeclaring the SD-L condition. This issue can occur on ONS 15600 ASAP cards with 1+1 protection. It does not affect other cards or protection schemes. This issue does not affect traffic. This issue can only occur when using the CTC Maintenance > Protection tab under the aforementioned conditions. To avoid this issue, do not click Clear when the CTC Maintenance > Protection tab shows "APS_CLEAR" and SD-L is present on the protect port. This issue will be resolved in a future release.
CSCeh84908
A CTC client session can disconnect from an ONS node during simultaneous deletion of large numbers of VT level circuits (3000+). Connectivity to the node will recover without any user action. If the condition persists, restart the CTC session to reconnect. This issue is under investigation.
CSCeg57163
ONS platforms support only a single OSPF virtual link. This issue will be resolved in a future release.
CSCdy58342
Network connectivity could be lost if a backbone area becomes segmented into multiple GNEs. This occurs only if multiple ONS 15600 nodes and routers are connected to the same LAN in OSPF area 0. If a link between two routers breaks, the CTC session connected to Router 1 will not be able to communicate with the ONS 15600 connected to Router 2. To resolve, you must repair the link between the routers or provide another form of redundancy in the network. This is as designed.
CSCdz07098
If OSPF on LAN is enabled with an area ID that is the same as the area ID of any of the DCC Links, CTC will not be able to discover any of the DCC Connected Nodes. To avoid this issue, set the OSPF on LAN area ID to an area other than any of those already occupied by a DCC link. This is as designed.
CSCdy25142
Equipment alarms are always reported based on the activity of the particular card, without taking card redundancy into consideration. Thus, an equipment alarm such as CTNEQPT-PB-0 may be raised against a line card as CR(SA) even though the traffic is protected. This issue will not be resolved.
CSCeb49407
Choosing certain qualities of RES settings in the CTC Provisioning tab, Timing subtab, may trigger a reference failure. Specifically, this can occur if you select the quality of RES level such that any of the following are true.
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When you then input an actual reference signal lower than ST3E quality, the failure is triggered. This issue will not be resolved.
Common Control Cards
CSCsb62127
A DCC Link discovered by CTC, can show incorrect bandwidth. When a DCC tunnel is created using two different OC cards, like OC12 and OC48 at its ends, CTC Network view shows incorrect bandwidth. Such a provisioning is a provisioning mistake. No workaround available. This issue will be resolved in a future release.
CSCsh41998
On 15600 if 128 Section Data Communication channels (SDCC) are deleted simultaneosuly through CTC and LDCC's are created in place of them , then sometimes Active TSC might reboot. Workaround is to delete SDCC's in groups of 20 at a time. This will be fixed in a future release.
Optical IO Cards
CSCsd88186
A MFGMEM alarm might be incorrectly raised when using an ASAP card with the PIO4 with one SFP, then replacing that with a PIO1 and an XFP, then returning to the original configuration. When the alarm is mistakenly raised, it does not clear. You must remove and reinsert the SFP to clear the alarm. This issue will be resolved in a future release.
CSCse08282
When the Active XC is removed, the traffic from the line card might be lost. If the line card is an ASAP card, the lack of traffic will cause a low transition signal density to enter the ASAP line card ASIC on the backplane egress interface. The downstream FPGA on the ASAP 1PIO daughter card will begin detecting B1 errors. These B1 errors will cause unexpected path protection switches. These errors will also be reported as equipment failures.
To avoid this issue ensure that the Active XC is in OOS-MT state before removing it. If this issue does occur, reset the 1PIO ASAP daughter card to clear the errored state. Resetting the ASAP carrier card will also clear the errored state. This issue will be resolved in a future release.
CSCsc51518
In ASAP card view, the PIM graphic might not update with the correct color after an alarm is cleared. This can occur anytime there is an alarm raised against the PIM or any of its subcomponents (PPM or port). To recover from this state, you must either click the Synchronize button, or change to node view and then back to card view. This issue will be resolved in a future release.
CSCef20813
No graphical representations of LEDs for ASAP ports are displayed in the CTC card view. SD and SF LED representations are also absent from the CTC node view for some legacy OCn cards. There are no plans to resolve this issue.
BLSR Functionality
CSCsd62731
When you create a circuit in IS,AINS state while a BLSR is in the switch state the circuit will not transition from IS/AINS to IS. To avoid this ensure that the BLSR is in a stable state before creating a circuit. This issue will be resolved in a future release.
CSCeh49665
Connections might still exist after circuit deletions on BLSR DRI rings for which the primary node is isolated. For BLSR DRI rings with several types of DRI circuits, if you isolate the primary node by deleting the database, reseat the I/O cards, then delete all BLSR DRI circuits, the SSXCs still show connections. To avoid this issue, do not delete or create BLSR DRI circuits when a node on the BLSR DRI ring is isolated. This issue will not be resolved.
Interoperability
CSCdx61916 and CSCeg20536
If, using CTC, you attempt to create a protected VT1.5 circuit that originates on one ONS 15327/454 that is connected to the ONS 15600 via path protection to another ONS 15327/454 that is connected to the ONS 15600 via 1+1 or BLSR, the circuit creation request will be denied because of mixed protection domains. CTC is currently incapable of routing VT circuits across the ONS 15600 when mixed protection schemes are involved. VT traffic can be routed across the ONS 15600 when mixed protection schemes are involved by performing the following:
Step 1
Step 2
Step 3
Note
This issue will be resolved in a future release.
CSCdy68110
When you attempt to configure VT circuits on a test configuration consisting of two ONS 15454 nodes and one ONS 15600 node, when both ONS 15454s are connected to the ONS 15600 node using a dual path protection connection configuration, and when the ONS 15600 node serves as an intermediate node between the two ONS 15454 nodes, you may be unable to create a VT circuit from one ONS 15454 to the ONS 15600 and then to the other ONS 15454. VT Tunnels are created, but the VT circuit is not created. A mixed protection domain error message is raised when this occurs. To avoid this issue, create the VT tunnels manually, so that the two tunnels do not create a topology where the working and protect tunnels share the same I/O card. After the tunnels have been created, the VT circuit can be successfully added. This issue will be resolved in future release.
CSCdx94969
Physical PM parameters can not be retrieved through the SNMP interface. MIBs released with the ONS 15600 do not have entries for the following physical PM parameters.
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The standard SONET Generic MIB does not have entries for these. To work around this issue, use CTC to retrieve the values. SNMP support for these parameters may be considered for a future release.
CSCdy54737
The following PM parameters can not be retrieved through SNMP.
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To retrieve these counts, use CTC. SNMP support for these parameters may be considered for a future release.
Bridge and Roll
CSCdy14265
The manual bridge and roll feature allows you to perform the END command once the roll operation transitions from a ROLL PENDING to ROLL condition, even if the roll to port has an invalid signal. To avoid traffic impact, ensure that the roll-to line is alarm-free. If an alarm exists, you can choose to do nothing and wait for the alarm to clear, to delete the roll, or to proceed in spite of the alarm. This issue will not be resolved.
Alarms
CSCsh33590
When an alarm that was created at some point of time in the past is cleared, the time stamp being reported to the TL1 and the history is the same time that the alamr was raised. The time should be when the alarm was cleared. This issue will be resolved in a future release
CSCee62635
LOS alarm clearance messages are sent to TL1 even though the alarms are suppressed. Change the facility's administrative state to IS, AINS or OOS, MT. Have LOS alarm raised and suppressed. Delete the parent equipment (either card, PIM or PPM). No workaround available. This issue will be resolved in a future release.
CSCsd52527
The AS-MT and the AS-CMD alarms do not show up on the alarm profile in CTC, so you cannot change the severity of these alarm using CTC. This issue will be resolved in a future release.
CSCsh38711
When LDCC is configured between 15454 and 15600 nodes and ospfDumpLSDB command is issued over Active TSC card of 15600, it incorrectly shows SDCC metric in the output . This does not happen on 15454, it shows LDCC metric correctly.This issue is expected to be resolved in a future release
CSCsh41254
Static Route functionality some times does not work properly in 15600. This is observed when the network has a mix of 15454 and 15600s in a ring topology. When this occurs one workaround is to configure the node connecting to the router as a GNE. This issue will be resolved in a future release.
TL1
CSCsd52415
You cannot set the GIGE admin state to IS,AINS using the TL1 ED-GIGE command for the ONS 15600 ASAP card. The TL1 ED-GIGE command denies attempts to change the ADMIN state to IS,AINS this card. CTC, however, can execute the state change. This issue will be resolved in a future release.
CSCsd59138
The wrong SSMs for additional references are displayed in the TL1 RTRV-SYNCN command response for a 1+1 working line when that line is used as the primary reference for a node. References including SYNC-NE 2 and 3, and SYNC-BITS are incorrectly reported. To avoid confusion, use CTC to view the correct SSMs. This issue will be resolved in a future release.
CSCsd95331
The status field incorrectly displays IS-NR when performing a RTRV-EQPT TL1 command where the AID is of type PIM (Pluggable I/O Module) or PPM (Pluggable Port Module). Since PIMs and PPMs do not support equipment protection, the status field should display NA. This issue will be resolved in a future release.
CSCsb72582
You cannot perform an ENT-EQPT for a valid card type when the current equipment state is OOS-AUMA,MEA&UAS. When the fault PPM comes up as OOS-AUMA,MEA&UAS and then the ENT-EQPT command is entered using TL1, the command is rejected. This issue will be resolved in a future release.
CSCeb46234
A TL1 user cannot preprovision IO cards when a filler card is in the slot. Removal of the filler card will clear the slot and allow the TL1 user to preprovision the IO card. This is by design.
Resolved Caveats for Release 7.2.3
The following caveats were resolved in Release 7.2.3
Maintenance and Administration
CSCse92125
Attempt to log-in using CTC. CTC login fails. Workaround is to ensure that the PC is not running a Turkish locale. This issue is fixed in Release 8.0.
CSCse99104
CTC can incur either repeated failures when you attempt to log in to an NE, and/or a very long time to discover all ENEs behind a GNE (could be over 30 minutes on a medium sized network). This issue affects all ONS 15xxx releases from R4.1 to 7.2. This condition is more likely to happen on Windows XP after an upgrade to Service Pack 2, and when the network is made of a medium to large number of GNEs/ENEs with SOCKS enabled. This condition can also happen in the case of networks with poor connectivity between CTC and the GNEs.
The solution involves an enhancement to the SOCKS discovery protocol by introducing the concept of designated SOCKS servers. A designated SOCKS server is a NE that runs SOCKS, is LAN connected and has been explicitly marked as a potential SOCKS server by the user. CTC allows the user to enter an unlimited number of designated SOCKS servers. When designated SOCKS servers are defined, the automatic SOCKS server discovery protocol is disabled, resulting in substantial performance improvement during CTC login and ENE discovery.
CSCse53017
Circuit creation when attempted on ML cards between a 7.2 NE and an older NE, the wizard would die. The source should be on 7.2 NE and destination on the older NE. Workaround is to interchange the source and destination. This issue is resolved in Release 7.22, 8.0.
CSCsb82218
When a PPM or PIM is physically removed from a node yet remains provisioned, the CTC display shows as blue, as though it was only preprovisioned. Because the PPM or PIM is physically removed, and thus raises an improper removal alarm, CTC should display the alarmed entity as yellow. This issue is resolved in Release 7.2.
CSCsj04557
Users can now control the local/global domain flag through CTC preference. Previously, the user controlled the local/global flag setting from the login node Network Element (NE) default (CTC.network.LocalDomainCreationAndViewing). Any flag changes would be applied immediately in the CTC session. To change the flag in Release 7.2.3, from Node view or Network view, open the "Edit" menu and select "Preferences." In the Preferences dialog, click the checkbox labeled "Domain Settings." You must restart CTC after changing the flag.
Common Control Cards.
CSCse98996
The issue can be reproduced as follow:
Step 1
with Node Time Zone
Step 2
Step 3
Step 4
Step 5
The problem is not observed on this load.
CSCei19088
REPT DBCHG is generated even if the TL1 command fails. It happens in the following two cases: ED-OCN command is used to change MODE attribute fails, a REPT DBCHG is getting raised. Also seen with SET-TH-OCxx comand , when used to change the monotype. REPT DBCHG is raised. This is resolved in 7.22
CSCsf09514
The standby and active TSC card's DB auditor generates different DB CRCs on active TSC and standby TSC, but the CRCs in the DB header is same and is not getting updated. When the DB auditor sends a message to the standby side with the active TSC's DB CRC in the message. The standby TSC only checks the DB header for the CRC with what is in the message if they match it does NOT FTP database. This causes DBOSYNC alarm cycling this continues until a provisioning change is made, which in turn forces the FTP of the active database to standby card. This issue is resolved in 7.22
Alarms
CSCsg28023
On ASAP card with multi-rate SFP ports , for ports with the reach type as non-SR, when the port state is changed to IS, the reach value improperly goes to SR, thus raising the PROV-MISMATCH alarm. When manually changed to IR(for OC48) the alarm clears off. But appears again after a TSC switch. Workaround is to set the reach to proper value, before changing the port state to IS. This issue is resolved in 7.22 and 8.0
CSCsb70768
Whenever performing node power down testing for a node with 32 4F BLSR rings, after the node recovered, the CTC was not able to reconnect to the node automatically. Workaround is to relaunch CTC. This issue has been resolved in the 7.02, 7.22 and 8.0 releases
CSCse85207
WTR condition cleared before WTR time expired on ASAP with OC192. When a 192 on a ASAP PPM is involved in a 1+1 and the ASAP card is rebooted, the WTR will clear even though the traffic will not revert until the WTR timer expires. No workaround available. This issue has been resolved in 7.22 and 8.0 releases.
New Features and FunctionalityThis section highlights new features and functionality for Release 7.2. For detailed documentation of each feature, consult the user documentation.
New Hardware Features
One-Port I/O Module for OC-192 Support on ASAP Cards
Release 7.2 supports a new 1-Port I/O (1PIO) module, also called a Pluggable Input/Output Module (PIM), which plugs into the ASAP carrier card. With the Release 7.2 1PIO module the ASAP card provides up to four OC-192 ports per card. The ports operate at up to 2488.320 Mbps over a single-mode fiber. The ASAP card, when used with the new 1PIO module, supports up to four physical connector adapters (known as Small Form-factor Pluggables [SFPs or XFPs]), with two fibers per connector adapter (transmit [Tx] and receive [Rx]), for use with OC-192 line rates.
New ASAP Connectors
The following XFPs are new for Release 7.2, and work with the 1PIO only:
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An ASAP carrier card supports up to four 1PIO/PIMs for OC192 line rates. Each 1PIO supports one SFP/XFP. The maximum configuration for an ASAP card using 1PIOs is 4 SFP/XFP ports. These ports can each be provisioned as OC192 line rate.
New Software Features
Network Circuit Automatic Routing Overridable NE Default
The Network Circuit Automatic Routing Overridable NE default makes it possible to set by default whether or not a user creating circuits can change (override) the automatic circuit routing setting (also provisionable as a default).
The new NE default supporting this feature is:
CTC.circuits.RouteAutomaticallyDefaultOverridable
This default works in combination with the existing circuit routing default:
CTC.circuits.RouteAutomatically
The overridable option enables network administrators to manage how circuits are created on a network-wide basis. For example, if the Automatic Circuit Routing default is set to FALSE (the check box is unchecked by default), then setting the Network Circuit Automatic Routing Overridable default to FALSE ensures that manual circuit routing is enforced for all users creating circuits (the default is not overridable by the user). When the Network Circuit Automatic Routing Overridable default is set to TRUE (the factory configured setting) users can click in the Automatic Routing check box to change the automatic routing setting if they wish.
When the Route Automatically check box is not selectable during circuit creation, the following automatic routing sub-options will also be unavailable:
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Like the Automatic Circuit Routing default, the Network Circuit Automatic Routing Overridable default applies to all nodes in the network. The Route Automatically check box is either overridable or not depending on how the default is set for the node you are logged into through CTC. To ensure correct behavior after setting the default, propagate the chosen default setting to all nodes through which users might log into the network to perform provisioning. For more information on NE defaults and their provisioning consult the user documentation.
CTC Cache Installer
The purpose of this cache installer is to allow installing/reinstalling/upgrading CTC core jars into the user's CTC jar cache. The executable: SetupCtc-MMmm00.exe - a self-extracting .zip file - is for this purpose (where MM is the major release and mm is the minor release). To use it, the user runs the SetupCtc .exe. This produces a directory that consists of the CTC core jars and LDCACHE.exe. The user can then, from that installed directory, 'double-click' on LDCACHE.exe to get the CTC core run-time jars copied into the CTC jar cache. LDCACHE.exe can be run at a later time as well to recopy the CTC core jars into the user's CTC jar cache.
TL1
TL1 ENUM Changes
TL1 ENUM Items Added or Removed
Table 1 highlights ENUM items changed (added or removed) for Release 7.2, by ENUM type.
Table 1 EQUIPMENT_TYPE enum items added to Release 7.2
EQUIPMENT_TYPE_ET_PIM_1
"PIM-1"
EQUIPMENT_TYPE is used in the following commands:
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Related Documentation
Release-Specific Documents
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Platform-Specific Documents
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Provides installation, turn up, test, and maintenance procedures•
Provides technical reference information for SONET/SDH cards, nodes, and networks•
Provides a list of SONET alarms and troubleshooting procedures, general troubleshooting information, and hardware replacement procedures•
Provides a comprehensive list of TL1 commandsObtaining Documentation
Cisco documentation and additional literature are available on Cisco.com. Cisco also provides several ways to obtain technical assistance and other technical resources. These sections explain how to obtain technical information from Cisco Systems.
Cisco.com
You can access the most current Cisco documentation at this URL:
http://www.cisco.com/univercd/home/home.htm
You can access the Cisco website at this URL:
You can access international Cisco websites at this URL:
http://www.cisco.com/public/countries_languages.shtml
Documentation DVD
Cisco documentation and additional literature are available in a Documentation DVD package, which may have shipped with your product. The Documentation DVD is updated regularly and may be more current than printed documentation. The Documentation DVD package is available as a single unit.
Registered Cisco.com users (Cisco direct customers) can order a Cisco Documentation DVD (product number DOC-DOCDVD=) from the Ordering tool or Cisco Marketplace.
Cisco Ordering tool:
http://www.cisco.com/en/US/partner/ordering/
Cisco Marketplace:
http://www.cisco.com/go/marketplace/
Ordering Documentation
You can find instructions for ordering documentation at this URL:
http://www.cisco.com/univercd/cc/td/doc/es_inpck/pdi.htm
You can order Cisco documentation in these ways:
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http://www.cisco.com/en/US/partner/ordering/
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Documentation Feedback
You can send comments about technical 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:
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Tip
Never use a revoked or an expired encryption key. The correct public key to use in your correspondence with PSIRT is the one that has the most recent creation date in this public key server list:
http://pgp.mit.edu:11371/pks/lookup?search=psirt%40cisco.com&op=index&exact=on
In an emergency, you can also reach PSIRT by telephone:
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Obtaining Technical Assistance
For all customers, partners, resellers, and distributors who hold valid Cisco service contracts, Cisco Technical Support provides 24-hour-a-day, award-winning technical assistance. The Cisco Technical Support Website on Cisco.com features extensive online support resources. In addition, Cisco Technical Assistance Center (TAC) engineers provide telephone support. If you do not hold a valid Cisco service contract, contact your reseller.
Cisco Technical Support Website
The Cisco Technical Support Website provides online documents and tools for troubleshooting and resolving technical issues with Cisco products and technologies. The website is available 24 hours a day, 365 days a year, at this URL:
http://www.cisco.com/techsupport
Access to all tools on the Cisco Technical Support Website requires a Cisco.com user ID and password. If you have a valid service contract but do not have a user ID or password, you can register at this URL:
http://tools.cisco.com/RPF/register/register.do
Note
Submitting a Service Request
Using the online TAC Service Request Tool is the fastest way to open S3 and S4 service requests. (S3 and S4 service requests are those in which your network is minimally impaired or for which you require product information.) After you describe your situation, the TAC Service Request Tool provides recommended solutions. If your issue is not resolved using the recommended resources, your service request is assigned to a Cisco TAC engineer. The TAC Service Request Tool is located at this URL:
http://www.cisco.com/techsupport/servicerequest
For S1 or S2 service requests or if you do not have Internet access, contact the Cisco TAC by telephone. (S1 or S2 service requests are those in which your production network is down or severely degraded.) Cisco TAC engineers are assigned immediately to S1 and S2 service requests to help keep your business operations running smoothly.
To open a service request by telephone, use one of the following numbers:
Asia-Pacific: +61 2 8446 7411 (Australia: 1 800 805 227)
EMEA: +32 2 704 55 55
USA: 1 800 553-2447For 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.
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http://www.cisco.com/go/marketplace/
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http://www.cisco.com/go/iqmagazine
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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.
Copyright © 2006, Cisco Systems, Inc.
All rights reserved.
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