Definitions Of Service Request Severity - Cisco 7914 Manual

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.
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.
9
Cisco One-Year Limited Hardware
Warranty Terms
There are special terms applicable to your hardware warranty and
various services that you can use during the warranty period.
Your formal Warranty Statement, including the warranties and
license agreements applicable to Cisco software, is available on
26