Cisco BTS 10200 Softswitch Manual page 15

Preface
Opening a Technical Assistance Center Case
The online TAC Case Open Tool (http://www.cisco.com/tac/caseopen) is the fastest way to open severity
3 (S3) and severity 4 (S4) cases. (Your network is minimally impaired or you require product
information). After you describe your situation, the TAC Case Open Tool automatically recommends
resources for an immediate solution. If your issue is not resolved using these recommendations, your
case will be assigned to a Cisco TAC engineer.
For severity 1 (S1) or severity 2 (S2) cases (your production network is down or severely degraded) or
if you do not have Internet access, contact Cisco TAC by telephone. Cisco TAC engineers are assigned
immediately to S1 and S2 cases to help keep your business operations running smoothly.
To open a case 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 listing of Cisco TAC contacts, go to this URL:
http://www.cisco.com/warp/public/687/Directory/DirTAC.shtml
Technical Assistance Center Case Priority Definitions
To ensure that all cases are reported in a standard format, Cisco has established case priority 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.
Severity 3 (S3)—Operational performance of your network is impaired, but most business operations
remain functional. You and Cisco will commit resources during normal business hours to restore service
to satisfactory levels.
Severity 4 (S4)—You require information or assistance with Cisco product capabilities, installation, or
configuration. There is little or no effect on your business operations.
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