Module 4: Technical Assistance

Review Questions

Your customer has just purchased a Cisco service contract, but they are confused about what steps they should take should a situation arise where they need technical assistance. Specifically, they are unsure when they should call the Cisco TAC or when they should use the Cisco TAC website.

You tell them:

Select the best answer from the choices below.

	A.	It makes no difference whether they call the Cisco TAC or log in to the Cisco TAC website. It depends solely on their preference.
	B.	They should call the Cisco TAC for any situation in which their network is not properly functioning. The Cisco TAC website should only be used to obtain information regarding product capabilities, installation, or configuration.
	C.	They should log in to the Cisco TAC website to report any network problems if they want the quickest response. By calling the Cisco TAC, they will wait in a queue and extend response time to their issue.
	D.	If their network is down or severely degraded, such that there is a significant negative impact on their business operations, they should call the Cisco TAC. If however, most business operations remain functional, they should use the Cisco TAC website.

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