Table Of Contents
Release Notes for Cisco ONS 15310-MA
Release 8.5Maintenance and Administration
Resolved Caveats for Release 8.5
Maintenance and Administration
New Features and Functionality
New Software Features and Functionality
Disable Inactive User Privileges for Superuser
Microsoft Vista Support on CTC
Software Download/Database Backup
Cisco Product Security Overview
Reporting Security Problems in Cisco Products
Cisco Technical Support Website
Definitions of Service Request Severity
Obtaining Additional Publications and Information
Release Notes for Cisco ONS 15310-MA
Release 8.5
OL-14421-01September 18, 2007
Release notes address closed (maintenance) issues, caveats, and new features for the Cisco ONS 15310-MA. For detailed information regarding features, capabilities, hardware, and software introduced with this release, refer to Release 8.5 of the Cisco ONS 15310-CL and Cisco ONS 15310-MA Procedure Guide, Cisco ONS 15310-CL and Cisco ONS 15310-MA Reference Manual, and the Cisco ONS 15310-CL and Cisco ONS 15310-MA Troubleshooting Guide, and Release 8.5 of the Cisco ONS SONET TL1 Command Guide. For the most current version of the Release Notes for Cisco ONS 15310-MA Release 8.5, visit the following URL:
http://www.cisco.com/en/US/products/hw/optical/ps2001/prod_release_notes_list.html
Cisco also provides Bug Toolkit, a web resource for tracking defects. To access Bug Toolkit, visit the following URL:
http://www.cisco.com/pcgi-bin/Support/Bugtool/launch_bugtool.pl
Contents
Resolved Caveats for Release 8.5
New Features and Functionality
Cisco Product Security Overview
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 15310-MA Release 8.5 since the production of the Cisco ONS 15310-MA System Software CD for Release 8.5.Caveats
Review the notes listed below before deploying the Cisco ONS 15310-MA. 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.
Maintenance and Administration
CautionVxWorks is intended for qualified Cisco personnel only. Customer use of VxWorks is not recommended, nor is it supported by Cisco's Technical Assistance Center. Inappropriate use of VxWorks commands can have a negative and service affecting impact on your network. Please consult the troubleshooting guide for your release and platform for appropriate troubleshooting procedures. To exit without logging in, enter a Control-D (hold down the Control and D keys at the same time) at the Username prompt. To exit after logging in, type "logout" at the VxWorks shell prompt.
Note
Note
CSCse04103
Applying the forced switch/manual switch on protect facility when no protection switch in operation, FRCDWKSWBK-NO-TRFSW/MANWKSWBK-NO-TRFSW is not raised for 1+1. There is no workaround for this issue. This issue will be fixed in a future release.
CSCse87943
RFI-P is raised on both Working and Protect path in a 1+1 topology on an Cisco ONS 15310-MA. This occurs with an ML card with an STS cross connection with another ML card in another chassis and when the POS port on the Cisco ONS 15310-MA side is shut down. There is no workaround for this issue. This issue will be fixed in a future release.
CSCse90514
The soak timer on POS port reduces which is not an expected behavior after creating a circuit on a POS port that is kept in OOS state. There is no workaround for this issue.
CSCsd84638
Sometimes IP connectivity to an Cisco ONS 15310-MA is lost and pinging the node fails. Also, as a result, CTC fails to come up. This can occur if both the Ethernet port on the CTXMA card and the Ethernet port on the backplane are accidentally connected to the same network, resulting in loops in the switching network. In normal operation the backport should be used to connect to the network and the frontport should only be used for onsite maintenance. If this issue occurs detach the Ethernet cables from both the frontport and the backport and connect via the backport (or frontport) only, rather than via both at the same time. This issue will not be resolved.
TL1
Note
Resolved Caveats for Release 8.5
This section documents caveats resolved in Release 8.5.
Alarms
CSCse67377
AIS-L Alarm is not visible against EC1 port, if LOS or LOF is injected onto the port. EC1 port is in service and there is no circuit present. This is a hardware limitation which detects AIS-L received from line side, but it cannot raise AIS-L when it receives LOS or LOF from the line.
Data I/O Cards
CSCsf13376
CRC treshold is not triggered when there are excessive CRC errors reported on ML-100 card. This issue is resolved in Release 8.5.
Maintenance and Administration
CSCse58159
MEA alarm is not raised when the port rate is changed to a rate that is not supported by the pluggable port module (PPM). This issue is resolved in Release 8.5.
CSCsg23089
SF LED in WBE-28 or WBE-84 card glows even if there are no alarms present in any of the DS1/DS3/EC1 ports when the DS1/DS3/EC1 ports are in IS-AINS state. This issue is resolved in Release 8.5.
CSCsg57065
When a non-traffic bearing SFP is removed, it causes a path protection switch in the other PPM that has active circuits. This issue is resolved in Release 8.5.
CSCse96077
When either you remove and then reinsert an I/O card, or a small burst of defects occurs for a very short period (less than 1 sec), false TCAs can be triggered that indicate line or traffic problems on an I/O port. Once triggered, the TCAs will be raised every 15 mins, after the 15 min PM report. There are no alarms for the associated ports. Traffic is not affected.
The cards affected are:
ONS 15454 DS1, DS1_E1_56, DS3 (including DS3, DS3N, DS3E, DS3NE), DS3_EC1, DS3XM, DWDM, E1, E1_42, OC3-8, OC12-4, MRC-12, OC192XFP; and ONS 15310-CL and ONS 15310-MA IO ports.
There are two workarounds:
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You can switch all protected ports away from the card that is to be soft-reset. In this case you can do manual switches away from the ports on that card, or in the case of an equipment switch, away from the equipment to be reset.
You can also perform a soft reset without any pre-action. This might result in protection switches of all active protected ports on that card. In the case of an equipment protection group resetting, the active equipment might incur a protection switch. The switch time will not exceed 60 ms.
For unprotected ports or card equipment, traffic will not be affected.
This issue is resolved in Release 8.5.
New Features and Functionality
This section highlights new features and functionality for Release 8.5. For detailed documentation of each of these features, consult the user documentation.
New Software Features and Functionality
The following new software features are added for Release 8.5.
CTC Cache Installer
The CTC Cache Installer is an executable file, SetupCtc-<version>.exe, that is provided on Software Release 8.5 CDs for Cisco ONS products. The CTC cache installer is also available on Cisco.com. You can use CTC Cache Installer to install or reinstall the CTC JAR files into the CTC cache directory on your PC. This is useful when you are using a new CTC version and want to install or reinstall the CTC JAR files without logging into a node or using the StartCTC application (StartCTC.exe).
Disable Inactive User Privileges for Superuser
Users with superuser security privileges can provision security policies on the Cisco ONS 15310-MA. If the superuser privileges are enabled in the NE defaults, superusers can be configured to override the inactive user timeout interval.
Microsoft Vista Support on CTC
The Microsoft Vista operating systems is supported on the Cisco Transport Controller (CTC) in Release 8.5.
Open-Ended VCAT
An open-ended Virtual Concatenated (VCAT) circuit can have a data card at one end and one or more unique non-data card (OC-N/STM-N) destinations at the other end (that is, the open end). The open-ended VCAT circuits can originate or terminate on any pair of OC-N ports and you can route open-ended VCAT circuits using any of the cards and ports supported by VCAT.
Selective Autonegotiation
The selective autonegotiation feature enables autonegotiation for a specific speed and duplex type. If selective autonegotiation is enabled, the port attempts to autonegotiate only to a specific speed and duplex. The link comes up if both the speed and duplex of the attached autonegotiating device matches that of the port. You cannot enable selective autonegotiation if either the speed or duplex of the port is set to auto.
Software Download/Database Backup
The Software Download/Database Backup feature allows database backup restore and software download to an end user network element (ENE) when proxy firewall is enabled by provisioning of a list of legal FTP hosts and enabling them for a specified interval of time.
STS Around the Ring
You can provision synchronous transport signal (STS) circuits with a source endpoint and a destination endpoint on the same node, and route the traffic around a ring. The circuit source and destination can be on the same card, but you must use two different ports on the card.
Manual routing is required for STS around the ring circuits and "Route Automatically" must be unchecked in the CTC circuit provisioning pane. STS around the ring circuits created using Transaction Language 1 (TL1) are discovered by CTC and the status "COMPLETE" is displayed. STS around the ring supports circuit sizes; STS-1, 3c, 6c, 9c, 12c, 24c, 36c, 48c, and 192cs. Both unidirectional and bidirectional circuits are supported, and STS around the ring circuits are CCAT only, VCAT is not supported. STS around ring circuits are linear circuits.
User Defined Alarm Types
User Defined Alarm Types allows you to dynamically add and delete the alarm types. In addition to the existing hard coded alarm type attributes, you can define up to 50 alarm types. These dynamically added alarm types can be associated, or disassociated, to any external alarm input and the added alarm type can use the same behavior as hard coded alarm type attributes.
TL1
TL1 Command Changes
New Commands
The following new TL1 commands are added:
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Command Syntax Changes
The syntax of the following commands is change:
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ED-DS1:[<TID>]:<aid>:<CTAG>:::[TACC=<tacc>],[TAPTYPE=<taptype>],[AISONLPBK=
<aisonlpbk>],[MODE=<mode>],[FMT=<fmt>];To:
ED-DS1:[<TID>]:<aid>:<CTAG>:::[TACC=<tacc>],[TAPTYPE=<taptype>],[AISONLPBK=
<aisonlpbk>],[MODE=<mode>],[FMT=<fmt>],[BERTMODE=<bertmode>],[BERTPATTERN=
<bertpattern>],[BERTERRCOUNT=<berterrcount>];•
ED-ETH:[<TID>]:<src>:<CTAG>:::[FLOW=<flow>],[EXPDUPLEX=<expduplex>],[EXPSPEED=<expspeed>],[VLANCOS=<vlancosthreshold>],[IPTOS=<iptosthreshold>],[NAME=<name>],
[CMDMDE=<cmdmde>],[SOAK=<soak>]:[<pst>[,<sst>]];To:
ED-ETH:[<TID>]:<src>:<CTAG>:::[FLOW=<flow>],[EXPDUPLEX=<expduplex>],
[SELECTIVEAUTO=<selectiveauto>],[EXPSPEED=<expspeed>],[VLANCOS=<vlancos>],[IPTOS=<iptos>],[NAME=<name>],[CMDMDE=<cmdmde>],[SOAK=<soak>]:[<pst>[,<sst>]];•
ED-FSTE:[<TID>]:<src>:<CTAG>:::[FLOW=<flow>],[EXPDUPLEX=<expduplex>],
[EXPSPEED=<expspeed>],[VLANCOS=<vlancosthreshold>],[IPTOS=<iptosthreshold>],
[NAME=<name>],[CMDMDE=<cmdmde>],[SUPPRESS=<suppress>],[SOAK=<soak>]:
[<pst>[,<sst>]];To:
ED-FSTE:[<TID>]:<src>:<CTAG>:::[FLOW=<flow>],[EXPDUPLEX=<expduplex>],
[EXPSPEED=<expspeed>],[SELECTIVEAUTO=<selectiveauto>],[VLANCOS=<vlancos>],
[IPTOS=<iptos>],[NAME=<name>],[CMDMDE=<cmdmde>],[SUPPRESS=<suppress>],
[SOAK=<soak>]:[<pst>[,<sst>]];•
ED-T1:[<TID>]:<aid>:<CTAG>:::[LINECDE=<linecde>],[FMT=<fmt>],[LBO=<lbo>],[TACC=
<tacc>],[TAPTYPE=<taptype>],[SOAK=<soak>],[SFBER=<sfber>],[SDBER=<sdber>],
[SYNCMSG=<syncmsg>],[SENDDUS=<senddus>],[NAME=<name>],[CMDMDE=<cmdmde>],
[AISONLPBK=<aisonlpbk>],[MODE=<mode>],[SYNCMAP=<syncmap>],[ADMSSM=
<admssm>],[VTMAP=<vtmap>],[AISVONAIS=<aisvonais>],[AISONLOF=<aisonlof>],
[INHFELPBK=<inhfelpbk>]:[<pst>[,<sst>]];To:
ED-T1:[<TID>]:<aid>:<CTAG>:::[LINECDE=<linecde>],[FMT=<fmt>],[LBO=<lbo>],[TACC=<tacc>],[TAPTYPE=<taptype>],[SOAK=<soak>],[SFBER=<sfber>],[SDBER=<sdber>],
[SYNCMSG=<syncmsg>],[SENDDUS=<senddus>],[NAME=<name>],[CMDMDE=<cmdmde>],
[AISONLPBK=<aisonlpbk>],[MODE=<mode>],[SYNCMAP=<syncmap>],[ADMSSM=
<admssm>],[VTMAP=<vtmap>],[AISVONAIS=<aisvonais>],[AISONLOF=<aisonlof>],
[INHFELPBK=<inhfelpbk>],[BERTMODE=<bertmode>],[BERTPATTERN=<bertpattern>],
[BERTERRCOUNT=<berterrcount>]:[<pst>[,<sst>]];•
ED-T3:[<TID>]:<aid>:<CTAG>:::[FMT=<fmt>],[LINECDE=<linecde>],[LBO=<lbo>],
[INHFELPBK=<inhfelpbk>],[TACC=<tacc>],[TAPTYPE=<taptype>],[SOAK=<soak>],
[SFBER=<sfber>],[SDBER=<sdber>],[NAME=<name>],[AISONLPBK=<aisonlpbk>],
[CMDMDE=<cmdmde>]:[<pst>[,<sst>]];To:
ED-T3:[<TID>]:<aid>:<CTAG>:::[FMT=<fmt>],[LINECDE=<linecde>],[LBO=<lbo>],
[INHFELPBK=<inhfelpbk>],[TACC=<tacc>],[TAPTYPE=<taptype>],[SOAK=<soak>],
[SFBER=<sfber>],[SDBER=<sdber>],[NAME=<name>],[AISONLPBK=<aisonlpbk>],
[CMDMDE=<cmdmde>],[BERTMODE=<bertmode>],[BERTPATTERN=<bertpattern>],
[BERTERRCOUNT=<berterrcount>]:[<pst>[,<sst>]];•
ED-WDMANS:[<TID>]:<aid>:<CTAG>:::[POWERIN=<powerIn>],[POWEROUT=<powerOut>],[POWEREXP=<powerExp>],[NTWTYPE=<ringType>],[PPMESH=<ppmesh>],[DITHER=
<dither>];To:
ED-WDMANS:[<TID>]:<aid>:<CTAG>:::[POWERIN=<powerIn>],[POWEROUT=<powerOut>],[POWEREXP=<powerExp>],[POWEROSC=<powerOSC>],[NTWTYPE=<ringType>],
[PPMESH=<ppmesh>],[DITHER=<dither>];Command Response Changes
The following TL1 command responses have changed:
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<AID>::[TACC=<tacc>],[TAPTYPE=<taptype>],[AISONLPBK=<aisonlpbk>],[MODE=<mode>],[FMT=<fmt>
To:
<AID>::[TACC=<tacc>],[TAPTYPE=<taptype>],[AISONLPBK=<aisonlpbk>],[MODE=<mode>],[FMT=<fmt>],[BERTMODE=<bertmode>],[BERTPATTERN=<bertpattern>],
[BERTERRCOUNT=<berterrcount>],[BERTERRRATE=<berterrrate>], [BERTSYNCSTATUS=<bertsyncstatus>];•
<aid>::[<adminstate>],[<linkstate>],[<mtu>],[<flowctrl>],[<optics>],[<duplex>],[<speed>],
[<flow>],[<expduplex>],[<expspeed>],[<vlancosthreshold>],[<iptosthreshold>],[<name>],
[<soak>],[<soakleft>]:<pst>,[<sst>]To:
<aid>::[<adminstate>],[<linkstate>],[<mtu>],[<flowctrl>],[<optics>],[<duplex>],[<speed>],
[<flow>],[<expduplex>],[<expspeed>],[<selectiveauto>],[<vlancosthreshold>],[<iptosthreshold>],[<name>],[<soak>],[<soakleft>]:<pst>,[<sst>]•
<aid>::[<adminstate>],[<linkstate>],[<mtu>],[<flowctrl>],[<optics>],[<duplex>],[<speed>],
[<flow>],[<expduplex>],[<expspeed>],[<vlancosthreshold>],[<iptosthreshold>],[<name>],
[<suppress>],[<soak>],[<soakleft>]:<pst>,[<sst>]
To:
<aid>::[<adminstate>],[<linkstate>],[<mtu>],[<flowctrl>],[<optics>],[<duplex>],[<speed>],
[<flow>],[<expduplex>],[<expspeed>],[<selectiveauto>],[<vlancosthreshold>],[<iptosthreshold>],[<name>],[<suppress>],[<soak>],[<soakleft>]:<pst>,[<sst>]•
<AID>::[LINECDE=<linecde>],[FMT=<fmt>],[LBO=<lbo>],[TACC=<tap>],[TAPTYPE=
<taptype>],[SOAK=<soak>],[SOAKLEFT=<soakleft>],[SFBER=<sfber>],[SDBER=<sdber>],
[NAME=<name>],[SYNCMSG=<syncmsg>],[SENDDUS=<senddus>],[RETIME=<retime>],
[AISONLPBK=<aisonlpbk>],[AISVONAIS=<aisvonais>],[AISONLOF=<aisonlof>],[MODE=
<mode>],[SYNCMAP=<syncmap>],[ADMSSM=<admssm>],[PROVIDESYNC=<providesync>],
[VTMAP=<vtmap>],[INHFELPBK=<inhfelpbk>]:<PST>,[<SST>]To:
<AID>::[LINECDE=<linecde>],[FMT=<fmt>],[LBO=<lbo>],[TACC=<tap>],[TAPTYPE=
<taptype>],[SOAK=<soak>],[SOAKLEFT=<soakleft>],[SFBER=<sfber>],[SDBER=<sdber>],
[NAME=<name>],[SYNCMSG=<syncmsg>],[SENDDUS=<senddus>],[RETIME=<retime>],
[AISONLPBK=<aisonlpbk>],[AISVONAIS=<aisvonais>],[AISONLOF=<aisonlof>],[MODE=
<mode>],[SYNCMAP=<syncmap>],[ADMSSM=<admssm>],[PROVIDESYNC=<providesync>],
[VTMAP=<vtmap>],[INHFELPBK=<inhfelpbk>]:,[BERTMODE=<bertmode>],[BERTPATTERN=<bertpattern>],[BERTERRCOUNT=<berterrcount>],[BERTERRRATE=<berterrrate>], [BERTSYNCSTATUS=<bertsyncstatus>]:<PST>,[<SST>]•
<AID>::[FMT=<fmt>],[LINECDE=<linecde>],[LBO=<lbo>],[INHFELPBK=<inhfelpbk>],
[TACC=<tap>],[TAPTYPE=<taptype>],[SOAK=<soak>],[SOAKLEFT=<soakleft>],[SFBER=
<sfber>],[SDBER=<sdber>],[NAME=<name>],[AISONLPBK=<aisonlpbk>]:<PST>,[<SST>]To:
<AID>::[FMT=<fmt>],[LINECDE=<linecde>],[LBO=<lbo>],[INHFELPBK=<inhfelpbk>],
[TACC=<tap>],[TAPTYPE=<taptype>],[SOAK=<soak>],[SOAKLEFT=<soakleft>],[SFBER=
<sfber>],[SDBER=<sdber>],[NAME=<name>],[AISONLPBK=<aisonlpbk>][BERTMODE=
<bertmode>],[BERTPATTERN=<bertpattern>],[BERTERRCOUNT=<berterrcount>],
[BERTERRRATE=<berterrrate>],[BERTSYNCSTATUS=<bertsyncstatus>]:<PST>,[<SST>]TL1 ENUM Changes
The following sections highlight ENUM items changed (added or removed), by ENUM type.
BERT_ERR_RATE
The following BERT_ERR_RATE enums are added:
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BERT_ERR_RATE is used in the following command:
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BERT_MODE
The following BERT_MODE enums are added:
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BERT_MODE is used in the following commands:
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BERT_PATTERN
The following BERT_PATTERN enums are added:
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BERT_PATTERN is used in the following commands:
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ENV_ALMTYPE
The following ENV_ALMTYPE enums are added:
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ENV_ALMTYPE is used in the following command:
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EQPT_TYPE
The following EQPT_TYPE enum is removed:
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The following EQPT_TYPE enum is added:
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EQUIPMENT_TYPE
The following EQUIPMENT_TYPE enum is removed:
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The following EQUIPMENT_TYPE enum is added:
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EQUIPMENT_TYPE is used in the following command:
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OPTICAL_LINK_TYPE
The following OPTICAL_LINK_TYPE enum is added:
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OPTICAL_LINK_TYPE is used in the following commands:
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STM1E_MODE
The following STM1E_MODE enums are added:
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STM1E_MODE is used in the following commands:
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TL1 Error Code Changes
New Error Codes
The following new error codes are added:
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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 cards, nodes, and networks•
Provides a list of SONET alarms and troubleshooting procedures, general troubleshooting information, transient conditions, and error messages•
Provides a comprehensive list of TL1 commands•
Provides general information, procedures, and errors for TL1•
Provides software feature and operation information for Ethernet cardsObtaining 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:
•
http://www.cisco.com/en/US/partner/ordering/
•
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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Service and Support
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.
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.
© 2007 Cisco Systems, Inc. All rights reserved.
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