Submitting A Service Request; Definitions Of Service Request Severity - Cisco 7914 Phone Manual

Submitting a Service Request

Using the online TAC Service Request Tool is the fastest way to
open S3 and S4 service requests. (S3 and S4 service requests are
those in which your network is minimally impaired or for which
you require product information.) After you describe your
situation, the TAC Service Request Tool provides recommended
solutions. If your issue is not resolved using the recommended
resources, your service request is assigned to a Cisco TAC
engineer. The TAC Service Request Tool is located at this URL:
http://www.cisco.com/techsupport/servicerequest
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 TAC 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)—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.
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