After your customers have logged a priority 1 or priority 2 case with the Cisco TAC, progress on the case is closely monitored until it is resolved.

As a Cisco qualified partner or reseller, it is important for you to ensure your customers understand these priority definitions to receive assistance as quickly as possible. Emphasize to customers that this immediate access to the Cisco TAC via telephone for priority 1 and 2 cases allows customers to:

		Resolve serious network-related issues as quickly as possible.
		Minimize network downtime.
		Avoid time and materials charges they would otherwise incur if a service contract was not in place.