Opening A Tac Case; Tac Case Priority Definitions - Cisco Catalyst 3560 Hardware Installation Manual

Obtaining Technical Assistance

Opening a TAC Case

TAC Case Priority Definitions

Catalyst 3560 Switch Hardware Installation Guide
xxviii
Using the online TAC Case Open Tool (http://www.cisco.com/tac/caseopen) is the
fastest way to open P3 and P4 cases. (P3 and P4 cases are those in which your
network is minimally impaired or for which 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 the recommended resources, your case will be assigned to a Cisco TAC
engineer.
For P1 or P2 cases (P1 and P2 cases are those in which 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 P1 and P2
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
To ensure that all cases are reported in a standard format, Cisco has established
case priority definitions.
Priority 1 (P1)—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.
Priority 2 (P2)—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.
Priority 3 (P3)—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.
Preface
78-16057-01