Module 4: Technical Assistance

Technical Assistance by Telephone

There are two primary ways that your customers can receive assistance from the Cisco TAC:

		By telephone.
		Via the Cisco TAC website.

The avenue that your customers choose to receive this technical assistance is dependant on the priority of the issue or problem they are experiencing.

When supported Cisco customers experience critical technical problems that are causing severe degradation on their network, or that are causing their network to go down, they must contact the Cisco TAC by telephone to open a priority 1 or priority 2 case.

Priority 1 and priority 2 cases are defined as follows:

Priority One (P1): An existing network is down or there is a critical impact to the customer business operations. The customer and Cisco will commit necessary resources “around the clock” to resolve the situation.

Priority Two (P2): Operation of an existing network is severely degraded, or significant aspects of the customer business operation are negatively impacted, by inadequate performance of Cisco products. The customer and Cisco will commit resources during normal business hours to resolve the situation.

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