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Obtain Technical Assistance
Cisco provides Cisco.com, which includes the Cisco Technical Assistance Center (TAC) website, as a starting point for all
technical assistance. Customers and partners can obtain online documentation, troubleshooting tips, and sample configurations
from the Cisco TAC website. Cisco.com registered users have complete access to the technical support resources on the Cisco
TAC website, including TAC tools and utilities.
Cisco.com
Cisco.com offers a suite of interactive, networked services that let you access Cisco information,
networking solutions, services,
programs, and resources at any time, from anywhere in the world.
Cisco.com provides a broad range of features and services to help you with these tasks:
•
Streamline business processes and improve productivity
•
Resolve technical issues with online support
•
Download and test software packages
•
Order Cisco learning materials and merchandise
•
Register for online skill assessment, training, and certification programs
To obtain customized information and service, you can self-register on Cisco.com at this URL:
http://tools.cisco.com/RPF/register/register.do
Technical Assistance Center
The Cisco TAC is available to all customers who need technical assistance with a Cisco product, technology, or solution. Two
types of support are available: the Cisco TAC website and the Cisco TAC Escalation Center. The type of support that you choose
depends on the priority of the problem and the conditions stated in service contracts, when applicable.
We categorize Cisco TAC inquiries according to urgency:
•
Priority level 4 (P4)—You need information or assistance concerning Cisco product capabilities, product installation, or
basic product configuration. There is little or no impact to your business operations.
•
Priority level 3 (P3)—Operational performance of the network is impaired, but most business operations remain functional.
You and Cisco are willing to commit resources during normal business hours to restore service to satisfactory levels.
•
Priority level 2 (P2)—Operation of an existing network is severely degraded, or significant aspects of your business
operations are negatively impacted by inadequate performance of Cisco products. You and Cisco will commit full-time
resources during normal business hours to resolve the situation.
•
Priority level 1 (P1)—An existing 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.
Cisco TAC Website
The Cisco TAC website provides online documents and tools to help troubleshoot and resolve technical issues with Cisco
products and technologies. To access the Cisco TAC website, go to this URL:
http://www.cisco.com/tac
All customers, partners, and resellers who have a valid Cisco service contract have complete access to the technical support
resources on the Cisco TAC website. Some services on the Cisco TAC website require a Cisco.com login ID and password. If
you have a valid service contract but do not have a login ID or password, go to this URL to register:
http://tools.cisco.com/RPF/register/register.do
If you are a Cisco.com registered user, and you cannot resolve your technical issues by using the Cisco TAC website, you can
open a case online at this URL:
http://www.cisco.com/tac/caseopen
If you have Internet access, we recommend that you open P3 and P4 cases online so that you can fully describe the situation and
attach any necessary files.
