Cisco TAC Changes Service Routing for CCIE Requests
The Cisco Technical Assistance Center (TAC) has changed the routing process for service requests initiated by certified CCIEs, after an analysis showed these requests were significantly more complex than the average support request. Now, requests form CCIEs at companies with valid support contracts are routed directly to the TAC core, the team responsible for TAC case escalations. This change is designed to improve the time-to-resolution for complex support requests and free up level-one support staff for other calls.
CCIEs in good standing, initiating requests on behalf of an organization with a valid support contract, need only submit requests using the usual phone number and/or URL. Special routing is done automatically based on Cisco.com user ID.