Preface

Obtaining Technical Assistance

Submitting a Service Request

Using the online TAC Service Request Tool is the fastest way to open S3 and S4 

service requests. (S3 and S4 service requests are those in which your network is 

minimally impaired or for which you require product information.) After you 

describe your situation, the TAC Service Request Tool automatically provides 

recommended solutions. If your issue is not resolved using the recommended 

resources, your service request will be assigned to a Cisco TAC engineer. The 

TAC Service Request Tool is located at this URL:

http://www.cisco.com/techsupport/servicerequest

For S1 or S2 service requests or if you do not have Internet access, contact the 

Cisco TAC by telephone. (S1 or S2 service requests are those in which your 

production network is down or severely degraded.) Cisco TAC engineers are 

assigned immediately to S1 and S2 service requests to help keep your business 

operations running smoothly.

To open a service request by telephone, use one of the following numbers:

Asia Pacific: +61 2 8446 7411 (Australia: 1 800 805 227)

EMEA: +32 2 704 55 55

USA: 1 800 553 2447

For a complete list of Cisco TAC contacts, go to this URL:

http://www.cisco.com/techsupport/contacts

Definitions of Service Request Severity

To ensure that all service requests are reported in a standard format, Cisco has 

established severity definitions.

Severity 1 (S1) Your network is  down,  or there is a critical impact to your 

business operations. You and Cisco will commit all necessary resources around 

the clock to resolve the situation. 

Severity 2 (S2) Operation of an existing network is severely degraded, or 

significant aspects of your business operation are negatively affected by 

inadequate performance of Cisco products. You and Cisco will commit full time 

resources during normal business hours to resolve the situation.

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