Tac Case Priority Definitions - Cisco 7960G User Manual

Preface
Obtaining Technical Assistance
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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