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Obtaining Documentation and Technical Assistance
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Obtaining Documentation
The following sections explain
how to obtain documentation from Cisco Systems.
Documentation
CD-ROM
Cisco documentation and
additional literature are available in a Cisco
Documentation CD-ROM package, which is shipped
with your product. The Documentation CD-ROM
is updated monthly and may be more current
than printed documentation. The CD-ROM package
is available as a single unit or through an
annual subscription.
Ordering Documentation
Cisco documentation is
available in the following ways:
- Nonregistered Cisco.com
users can order documentation through
a local account representative by calling
Cisco corporate headquarters (California,
USA) at 408 526-7208 or, elsewhere in
North America, by calling 800 553-NETS
(6387).
Documentation
Feedback
We value your feedback.
Click the Feedback link at
the top right of any page for instructions
on sending us feedback. You can also report
errors to bug-doc@cisco.com.
To submit your comments
by mail, write to the following address:
Cisco Systems
Attn: Document Resource Connection
170 West Tasman Drive
San Jose, CA 95134-9883
We appreciate your comments.
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Obtaining Technical Assistance
Cisco provides Cisco.com
as a starting point for all technical assistance.
Customers and partners can obtain documentation,
troubleshooting tips, and sample configurations
from online tools by using the Cisco Technical
Assistance Center (TAC) Web Site. Cisco.com
registered users have complete access to the
technical support resources on the Cisco TAC
Web Site.
Cisco.com
Cisco.com is the foundation
of a suite of interactive, networked services
that provides immediate, open access to Cisco
information, networking solutions, services,
programs, and resources at any time, from
anywhere in the world.
Cisco.com is a highly integrated
Internet application and a powerful, easy-to-use
tool that provides a broad range of features
and services to help you to
- Streamline business
processes and improve productivity
- Resolve technical issues
with online support
- Download and test software
packages
- Order Cisco learning
materials and merchandise
- Register for online
skill assessment, training, and certification
programs
You can self-register on
Cisco.com to obtain customized information
and service. To access Cisco.com, go to the
following URL:
http://www.cisco.com
Technical
Assistance Center
The Cisco TAC is available
to all customers who need technical assistance
with a Cisco product, technology, or solution.
Two types of support are available through
the Cisco TAC: the Cisco TAC Web Site and
the Cisco TAC Escalation Center.
Inquiries to Cisco TAC are
categorized according to the urgency of the
issue:
- Priority level 4 (P4)--You
need information or assistance concerning
Cisco product capabilities, product installation,
or basic product configuration.
- Priority level 3 (P3)--Your
network performance is degraded. Network
functionality is noticeably impaired, but
most business operations continue.
- Priority level 2 (P2)--Your
production network is severely degraded,
affecting significant aspects of business
operations. No workaround is available.
- Priority level 1 (P1)--Your
production network is down, and a critical
impact to business operations will occur
if service is not restored quickly. No workaround
is available.
Which Cisco TAC resource
you choose is based on the priority of the
problem and the conditions of service contracts,
when applicable.
Cisco TAC
Web Site
The Cisco TAC Web Site
allows you to resolve P3 and P4 issues yourself,
saving both cost and time. The site provides
around-the-clock access to online tools,
knowledge bases, and software. To access
the Cisco TAC Web Site, go to the following
URL:
http://www.cisco.com/tac
All customers, partners,
and resellers who have a valid Cisco services
contract have complete access to the technical
support resources on the Cisco TAC Web Site.
The Cisco TAC Web Site requires a Cisco.com
login ID and password. If you have a valid
service contract but do not have a login
ID or password, go to the following URL
to register:
http://tools.cisco.com/RPF/register/register.do
If you cannot resolve
your technical issues by using the Cisco
TAC Web Site, and you are a Cisco.com registered
user, you can open a case online by using
the TAC Case Open tool at the following
URL:
http://www.cisco.com/tac/caseopen
If you have Internet
access, it is recommended that you open
P3 and P4 cases through the Cisco TAC Web
Site.
Cisco TAC
Escalation Center
The Cisco TAC Escalation
Center addresses issues that are classified
as priority level 1 or priority level 2;
these classifications are assigned when
severe network degradation significantly
impacts business operations. When you contact
the TAC Escalation Center with a P1 or P2
problem, a Cisco TAC engineer will automatically
open a case.
To obtain a directory
of toll-free Cisco TAC telephone numbers
for your country, go to the following URL:
http://www.cisco.com/warp/public/687/Directory/DirTAC.shtml
Before calling, please
check with your network operations center
to determine the level of Cisco support
services to which your company is entitled;
for example, SMARTnet, SMARTnet Onsite,
or Network Supported Accounts (NSA). In
addition, please have available your service
agreement number and your product serial
number.
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| Last updated:
31-Jul-2004 4:53 PM |
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Obtaining Documentation and Technical Assistance
