The definitions for Priority 3 and Priority 4 cases are:

Priority 3 (P3): Operational performance of the network is impaired while most business operations remain functional. The customer and Cisco are willing to commit resources during normal business hours to restore service to satisfactory levels.

Priority 4 (P4): The customer requires information or assistance on Cisco product capabilities, installation, or configuration. There is clearly little or no impact to the customer's business operations.

While your customer can certainly use the telephone to open Priority 3 and Priority 4 cases, you should emphasize that is it advantageous for them to open these types of cases online, using the Cisco TAC Website.

Using the Cisco TAC Website provides your customer with a quick and easy means to access the Cisco TAC, but they will also receive a faster handling priority for their case than other Priority 3 and 4 cases opened via telephone or e-mail.

Cisco case management tools can be accessed at http://www.cisco.com/kobayashi/support/tac/tools_case_mgmt.shtml.