Cisco PIX 501 - Security Appliance Quick Start Manual page 16

Opening a TAC Case
The online TAC Case Open Tool (http://www.cisco.com/tac/caseopen) is the fastest way to open P3
and P4 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 P1 or P2 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 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
TAC Case Priority Definitions
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.
Priority 4 (P4)—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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