Definitions Of Service Request Severity; Obtaining Additional Publications And Information - Cisco Catalyst 3020 Getting Started Manual

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For S1 or S2 service requests, or if you do not have Internet access, contact the Cisco TAC by

telephone. (S1 or S2 service requests are those in which your production network is down or severely

degraded.) Cisco engineers are assigned immediately to S1 and S2 service requests to help keep your

business operations running smoothly.

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)—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.

Severity 2 (S2)—Operation of an existing network is severely degraded, or significant aspects of your

business operations 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 the network is impaired, while 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.

Information about Cisco products, technologies, and network solutions is available from various

online and printed sources.

• The Cisco Product Quick Reference Guide is a handy, compact reference tool that includes brief

product overviews, key features, sample part numbers, and abbreviated technical specifications

for many Cisco products that are sold through channel partners. It is updated twice a year and

includes the latest Cisco offerings. To order and find out more about the Cisco Product Quick

Reference Guide, go to this URL:

http://www.cisco.com/go/guide

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