Technical Assistance Center
The Cisco TAC is available to
all customers who need technical assistance with a Cisco product, technology, or
solution. Two levels of support are available: the Cisco TAC website and the
Cisco TAC Escalation Center. The avenue 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. |
| Priority level 3 (P3)—Your network performance is degraded. Network
functionality is noticeably impaired, but most business operations continue.
|
| Priority level 2 (P2)—Your production network is severely degraded,
affecting significant aspects of business operations. No workaround is
available. |
| Priority level 1 (P1)—Your production network is down, and a critical
impact to business operations will occur if service is not restored quickly.
No workaround is available. |
Cisco TAC Website
You can use the Cisco TAC
website to resolve P3 and P4 issues yourself, saving both cost and time. The
site provides around-the-clock access to online tools, knowledge bases, and
software. 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/en/US/support/index.html
If you have Internet access, we
recommend that you open P3 and P4 cases through the Cisco TAC website so that
you can describe the situation in your own words and attach any necessary files.
Cisco TAC Escalation Center
The Cisco TAC Escalation Center
addresses priority level 1 or priority level 2 issues. These classifications are
assigned when severe network degradation significantly impacts business
operations. When you contact the TAC Escalation Center with a P1 or P2 problem,
a Cisco TAC engineer automatically opens a case.
To obtain a directory of
toll-free Cisco TAC telephone numbers for your country, go to this URL:
http://www.cisco.com/warp/public/687/Directory/DirTAC.shtml
Before calling, please check
with your network operations center to determine the level of Cisco support
services to which your company is entitled: for example, SMARTnet, SMARTnet
Onsite, or Network Supported Accounts (NSA). When you call the center, please
have available your service agreement number and your product serial number.
