Online Initiation of Severity 2 Cases Now Available for CCIEs
The Cisco Technical Assistance Center (TAC) is piloting a new capability for CCIEs at companies with valid support contracts. CCIEs can submit Severity 2 (S2) cases using the online TAC Service Request Tool (TSRT) as an alternative to the telephone. Active CCIEs will be authenticated during login and presented with the S2 option in the TSRT. S2 requests submitted by CCIEs will be routed to the appropriate technology team and a TAC engineer will quickly return the call.
In accordance, CCIEs must:
Agree to be available to take the call
Adhere to the posted criteria for severity selection
Not share their ID number with any non-CCIE in their organization
The Cisco TAC will monitor usage during the pilot, and inappropriate use of the S2 option may impact the continued offering.
The creation of online S2 requests does not replace telephone initiation, but offers another option. At first release, the new capability will be available in all worldwide regions except Japan and escalation of existing service requests to S2 will still need to be processed by telephone.
