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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.
Obtaining Additional Publications and Information
Information about Cisco products, technologies, and network solutions is available from
various online and printed sources.
•
Cisco Marketplace provides a variety of Cisco books, reference guides, and logo
merchandise. Visit Cisco Marketplace, the company store, at this URL:
http://www.cisco.com/go/marketplace/
•
The Cisco Product Catalog describes the networking products offered by
Cisco Systems, as well as ordering and customer support services. Access the Cisco
Product Catalog at this URL:
http://cisco.com/univercd/cc/td/doc/pcat/
•
Cisco Press publishes a wide range of general networking, training and certification
titles. Both new and experienced users will benefit from these publications. For current
Cisco Press titles and other information, go to Cisco Press at this URL:
http://www.ciscopress.com
Definitions of Service Request Severity
About This Guide xxvii
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Table of Contents
Troubleshooting
