As mentioned in the Cisco.com Online Tools and Resources module, there are also online case management tools that customers can use to open cases and communicate with the TAC. These tools are used to open, manage, and track less critical cases that are not severely degrading the network or impacting business operations.

Issues and cases of this nature are considered by the Cisco TAC to be either priority 3 or priority 4 cases. These cases are defined as follows:

		Priority 3: 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: The customer requires information or assistance on Cisco product capabilities, installation, or configuration. There is clearly little or no impact to the customer business operations.

While your customers can also open these cases via the telephone as well, as a Cisco partner or reseller, you should emphasize that it is advantageous to your customers to open priority 3 and 4 cases online, using the Cisco TAC website. Not only does it provide them with a quick and easy means to access the Cisco TAC, but customers also receive a faster handling priority for their case than other priority 3 and 4 cases opened via telephone or e-mail.

The case management tools available through the Cisco TAC website allow your customers to quickly open, manage, and track the status of a case online, anytime.

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