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Table Of Contents
Release Notes for
Cisco Active Network Abstraction, 3.5.2New Features in Cisco ANA 3.5.2
Layer 2 Tunneling Protocol "L2TP"
IMO Changes from Cisco ANA 3.5.1 to 3.5.2
Solaris Services and Components
Open Caveats - Cisco ANA, Release 3.5.2
Resolved Caveats - Cisco ANA, Release 3.5.1
Open Caveats - Cisco ANA, Release 3.5.1
Resolved Caveats - Cisco ANA, Release 3.5.
Open Caveats - Release Cisco ANA 3.5
Cisco Active Network Abstraction Administrator Guide
Cisco Product Security Overview
Reporting Security Problems in Cisco Products
Product Alerts and Field Notices
Obtaining Technical Assistance
Definitions of Service Request Severity
Obtaining Additional Publications and Information
Release Notes for
Cisco Active Network Abstraction, 3.5.2
19 March 2007
These release notes support the release of Cisco Active Network Abstraction, 3.5.2.
Note See Cisco.com for the most up-to-date version of the Release Notes for Cisco Active Network Abstraction, 3.5.2.
Contents
This document includes the following topics:
• New Features in Cisco ANA 3.5.2
• Changes from the Last Release
• Limitations and Restrictions
• Open Caveats - Cisco ANA, Release 3.5.2
• Resolved Caveats - Cisco ANA, Release 3.5.1
• Open Caveats - Cisco ANA, Release 3.5.1
• Resolved Caveats - Cisco ANA, Release 3.5.
• Open Caveats - Release Cisco ANA 3.5
• Cisco Product Security Overview
• Product Alerts and Field Notices
• Obtaining Technical Assistance
• Obtaining Additional Publications and Information
Introduction
These Release Notes support the release of Cisco Active Network Abstraction, 3.5.2 (Cisco ANA 3.5.2).
Cisco ANA 3.5.2 is a carrier-class, multi-vendor network and service management platform providing the flexibility for carriers and service providers to efficiently respond to the constant market demand for new, reliable and more sophisticated services.
Cisco ANA 3.5.2 understands network characteristics and builds a real-time virtual model of the network, serving as a live information base for value-added tools and applications capable of seamless integration within a customer's existing OSS environment.
Cisco ANA 3.5.2 provides a unified solution for diverse network environments and applications. Implemented with a highly-scalable distributed architecture, Cisco ANA 3.5.2 offers integrated configurable device management, network and service discovery, network and service fault isolation and a highly flexible service activation engine. These integrated applications enable correlated management of global scale networks supporting millions of subscribers and customers.
Cisco ANA 3.5.2 is a unified, fully-integrated solution offering:
•Multi-vendor device support
•Multi-Technology coverage: IP, L2/L3 VPN, xDSL, ATM, FR, GigE, Ethernet\802.1Q\ISL, PPP and routing protocols (e.g. BGP)
•Integrated device, network and service management functionality
•Open interfaces for integration with multiple OSS/BSS applications
Cisco ANA 3.5.2 dynamically discovers and identifies basic network components, while obtaining end-to-end visibility of the network resources, connections and dependencies, enabling Cisco ANA 3.5.2 to manage and analyze network behavior. Cisco ANA 3.5.2 builds its end-to-end understanding of the network structure and interoperability, across vendors, technologies and network layers, into a customer-specific virtual network model for each and every installation.
The virtual network model within Cisco ANA 3.5.2 is an always maintained up-to-date enabling powerful device, network and service management functionality, including:
•Configurable Device Manager: Basic FCAPS features for multi-vendor devices
•Network and Service Discovery: Physical and logical discovery with multi-layer network and service connectivity
•Network and Service Fault Isolation: End-to-end, topology-based fault isolation, monitoring & root cause analysis
•Service Activation
•And a series of product options including Northbound APIs, Path Tracing and Client UIs
New Features in Cisco ANA 3.5.2
The following new features were added in Cisco ANA 3.5.2:
•New VNEs introduced—For more information see New VNEs Introduced.
•Performance improvements—For more information see Performance Improvements.
•Layer 2 tunneling protocol—For more information see Layer 2 Tunneling Protocol "L2TP".
•Solaris 10—For more information see Solaris 10.
•QoS—The following functionality is supported:
–Access lists on Cisco routers including access list entries.
–Rate limit on Cisco routers including detailed parameters.
•New service alarm introduced:
–Card up/down—Indicates that the card admin status has changed from down to up, and from up to down.
–Port down—By default, port down alarms are suppressed on xDSL ports. Cisco ANA supports selectively enabling the sending of port down alarms on xDSL ports.
•XML format in BQL error messages—The system API (BQL) returns errors in XML format. The error messages contain the error code, error description and stack trace (if applicable) within the XML tags.
•VNE schemes—The product scheme was added. It is recommended that the user select the product scheme when defining VNEs.
New VNEs Introduced
This section details the Virtual Network Element (VNE) device support information for Cisco ANA 3.5.2.
Performance Improvements
This section details the improvements in performance relating to Cisco ANA 3.5.2.
Opening a Map
The improvement in the performance of the "open map" action is detailed in the graph and table. The graph and table display the details regarding the "open map" action and compare the performance results between Cisco ANA 3.5.2 and Cisco ANA 3.5.1.
Figure 1 Open Map Performance Cisco ANA 3.5.2 vs. Cisco ANA 3.5.1
System Restart and Recovery
After a system restart, the time it takes to open the Cisco ANA Client applications was reduced from approximately 30 minutes to approximately10 minutes.
Note This applies to a setup of 15000 objects or less.
Note Full VNE modeling to allow complete usage of the system will take longer than 10 minutes.
Layer 2 Tunneling Protocol "L2TP"
Note All the information described in this section is related to Redback devices only.
This section includes the following:
• Layer 2 Tunnel Protocol Interface (IL2TPTunnel)
• Layer 2 Tunnel Protocol Session Entry (IL2TPSessionEntry)
• Layer 2 Tunnel Protocol Peer (IL2TPPeer)
• Layer 2 Tunnel Protocol Group (IL2TPGroup)
• Layer 2 Tunnel Protocol Domain Entry (IL2TPDomainEntry)
• Faults and Alarm Correlation
• L2TP Alarm Configuration Parameters
• Using Cisco ANA PathTracer to View L2TP Path Information
• Topology
Layer 2 Tunnel Protocol Interface (IL2TPTunnel)
The following Layer 2 Tunnel Protocol Interface object represents one edge of an L2TP Tunnel. It aggregates multiple Layer 2 Tunnel Protocol Session Entries, which it is bound to by its session table attributes, while being aggregated by a Layer 2 Tunnel Protocol Peer, from which it is created or cloned.
Layer 2 Tunnel Protocol Session Entry (IL2TPSessionEntry)
The following Layer 2 Tunnel Protocol Session Entry object represents a session within an L2TP Tunnel. It is primarily accessed by the Layer 2 Tunnel Protocol Interface, in which it is contained.
Layer 2 Tunnel Protocol Peer (IL2TPPeer)
The following Redback's Layer 2 Tunnel Protocol Peer object describes a logical component, aggregating multiple Layer 2 Tunnel Protocol Interfaces with their configuration, to which it is being bound by its Logical Sons attribute. It is primarily being used for managing the creation of L2TP Tunnels.
Layer 2 Tunnel Protocol Group (IL2TPGroup)
The following Redback's Layer 2 Tunnel Protocol Group describes a logical component, load balancing multiple Layer 2 Tunnel Protocol Peers, which are being grouped by its Peer List attribute. It is being aggregated or contained by a Traffic Descriptor Container object.
Layer 2 Tunnel Protocol Domain Entry (IL2TPDomainEntry)
The following Redback's Layer 2 Tunnel Protocol Domain Entry describes an Internet Domain, to which its members are allowed to open L2TP Sessions within L2TP Tunnels aggregated by either L2TP Peers or further by L2TP Groups containing this Domain. It is being aggregated or contained by a Traffic Descriptor Container object.
Faults and Alarm Correlation
A summary of the L2TP technology alarms are displayed in the alarm summary table:
L2TP Peer Is Not Established/Established
An L2TP peer is not established alarm is issued when the state of a statically configured L2TP tunnel is changed from "established" to anything else. Such a failure may be as the result of a configuration or network problem. The L2TP peer is established alarm is issued when this problem has been fixed.
L2TP Peer Was Removed
An L2TP peer was removed alarm is issued when a dynamically configured L2TP tunnel is removed from a device. This is not issued as a ticket; however it invokes a correlation flow and can be viewed in Cisco ANA EventVision. In addition, it also appears in the Cisco ANA NetworkVision application only if correlated to another alarm, like link or port down.
L2TP Sessions Count Exceeded/Return to Normal
An L2TP sessions count exceeded alarm is issued when the current percentage of the number of sessions in the L2TP peer has exceeded the maximum configurable threshold. A L2TP sessions count return to normal alarm is issued when the current percentage of the number of sessions has returned to below the configured threshold.
The maximum number of sessions allowed for a single peer is defined by the L2TP peer and L2TP tunnel configuration parameters.
L2TP Alarm Configuration Parameters
This section describes the options that exist to modify the alarm behavior for L2TP by editing the appropriate alarm parameters in the system registry.
Note Changes to the registry should only be carried out with the support of Cisco Professional Services.
For more information about event and alarm configuration parameters, see the Cisco Active Network Abstraction Fault Management Guide.
Using Cisco ANA PathTracer to View L2TP Path Information
This section describes the Cisco ANA PathTracer for L2TP, including viewing tunnel information. For detailed information about the Cisco ANA PathTracer, see the Cisco Active Network Abstraction NetworkVision User Guide.
Cisco ANA uses VC ID encapsulation information to trace the path from one tunnel interface to another over the network. The Cisco ANA's PathTracer tool enables you to:
•View a path for the defined L2TP session across the network.
•For each network element view the relevant parameters for each interface on all layers along the path.
Layer 2 and Layer 3 L2TP information is displayed in the Cisco ANA PathTracer windows when a path is traced over L2TP tunnels for Redback devices.
Layer 3
The following Layer 3 property that may be displayed in the Layer 3 tab relates specifically to L2TP tunnels:
•Name - The peer name is displayed.
Layer 2
The following Layer 2 properties that may be displayed in the Layer 2 tab relate specifically to L2TP tunnels:
•Encapsulation Type—The encapsulation type, for example, PPPoA.
•Binding Information.
•Binding Status—The binding status, namely, bound or unbound.
•Tunnel Session Count—The number of current sessions.
•Tunnel Remote ID—The remote tunnel identifier.
•Tunnel ID—The local tunnel identifier.
•Tunnel Name—The name of the subscriber and the tunnel ID.
•Session ID—The session identifier.
•Traffic -> L2TPSessionCounters—The number of traffic packets passing through the L2TP tunnel.
•Traffic <- L2TPSessionCounters—The number of traffic packets passing through the L2TP tunnel.
•Containing TPs—The underlying termination points (communication or physical).
•Contained Current CTPs—The bound connection termination points and forwarding component.
•Tunnel Ctl Errors—The number of control errors.
•Tunnel State—The tunnel state, namely, unknown, idle, connecting, established, and disconnecting.
•Session Typ—The session type, namely, unknown, LAC, and LNS.
•Peer Name—The peer name.
•Tunnel Remote IP—The remote IP address of the tunnel.
•Last Error Code—The last error code value which caused the tunnel disconnection.
•Session State—The session state namely, unknown, idle, connecting, established, and disconnecting.
•Remote Session ID—The remote session identifier.
Topology
There is no topology based on L2TP technology in Cisco ANA 3.5.2.
Solaris 10
The recommended operating system to run Cisco ANA 3.5.2 on SUN servers is Solaris 10. Cisco ANA 3.5.2 is compatible with the latest patch release as published by Sun on February 13, 2007. This patch release contains the following
(13/02/07) SunOS sh-nv210-279 5.10 Generic_118833-36 sun4u sparc SUNW,Sun-Fire-V210 patches:
Note For any later patches distributed by Sun, contact Cisco Professional Services.
Changes from the Last Release
This section includes the following:
• IMO Changes from Cisco ANA 3.5.1 to 3.5.2
Cisco ANA Client
The Cisco ANA Client is shipped with JDK 1.4.2_12 which is the required version for the client.
Beanshell Library
Cisco ANA 3.5.2 introduces a new beanshell library.
The previous library would box the primitive parameter with the appropriate object and invoke the method.The new library will give an error message stating that there is no such method with a signature that accept the primitive parameter.
This bug will not be solved.
IMO Changes from Cisco ANA 3.5.1 to 3.5.2
The table below lists the IMO changes that occurred from Cisco ANA 3.5.1 and Cisco ANA 3.5.2.
Installation Notes
Refer to the Cisco Active Network Abstraction Server's Installation Guide, 3.5.2 and the Cisco Active Network Abstraction Client Installation Guide, 3.5.2.
Limitations and Restrictions
Cisco ANA NetworkVision
Cisco ANA NetworkVision with a configuration 512MB of free-non virtual memory per running instance, supports across all of the maps that are open, a maximum of 10000 objects (devices, VPNs, VRFs and sites) 12000 links and 10000 tickets (if the same tickets are displayed in different maps, each instance will be counted separately).
One map in Cisco ANA NetworkVision, supports a maximum of 5000 objects, 6000 links and 5000 tickets.
The maximum number of maps that can be opened for Cisco ANA NetworkVision is five (default), regardless of the number of devices, links and tickets, but this number is configurable assuming that the overall number of links and devices per application do not exceed the maximum limits. For information about customizing the maximum number of maps, contact Cisco Professional Services.
Cisco ANA Fault Management
The maximum number of open tickets (other tickets can be correlated to them) for the system is 5000. For a definition of an open ticket, refer to the Cisco ANA Fault Management Guide, 3.5.2. The operator should ensure that tickets are closed on time.
Cisco ANA High Availability
The high availability mechanism will attempt to load an AVM, after it crashes, a maximum of seven times. Thereafter, the high availability mechanism will not try to reload this AVM again.
Cisco ANA Workflow Editor
The following restriction applies to the names of Workflow templates.
The user should not include the "_" and "%" characters (wildcard characters) in Workflow template names when executing a workflow or referencing a subflow as this can lead to ambiguity. The execution will fail and the following message will be displayed in the AVM66 log:
"WARN [13 21:00:08,248] - dralasoft.workflow - Task aborted. Task: 245886, Workflow: 245885 java.lang.IllegalArgumentException: Template AA_BB.template is ambiguous, templates ids are: 245874 , 245873"
"_" denotes any single character
"%" denotes a zero or many characters
The following examples depict workflow template names that can lead to ambiguity if they are deployed together:
In this example the WFTLM_MUESTRA.template leads to ambiguity with the WFTLM#MUESTRA.template when they are deployed together.
In this example the WFTLM%MUESTRA.template leads to ambiguity with the WFTLM####MUESTRA.template when they are deployed together.
The ambiguity only occurs if the template containing the wild characters is executed.
HSRP
For correlation to work, the path through which the HSRP signaling passes must be modeled (exist) in the system.
Important Notes
Solaris Services and Components
The following table lists the Solaris services and components that are being used by the Cisco ANA system and must not be removed:
The following table lists the product services that are installed with the Cisco ANA system:
Online Help
The online help for Cisco ANA 3.5.2 has been tested using the following browsers:
•Microsoft Internet Explorer version 6
•Firefox version 2.0
•Avant Browser version 11 build 25
Open Caveats - Cisco ANA, Release 3.5.2
Resolved Caveats - Cisco ANA, Release 3.5.1
Open Caveats - Cisco ANA, Release 3.5.1
Resolved Caveats - Cisco ANA, Release 3.5.
Table 17 Resolved Caveats - Cisco ANA, Release 3.5
Identifier Summary ExplanationCSCsd61046
Limited support of L2TP.
Fixed. Duplicate of CSCse01359.
Open Caveats - Release Cisco ANA 3.5
Documentation Updates
This section of the Release Notes includes updates to the Cisco Active Network Abstraction 3.5.2 documentation set.
Cisco Active Network Abstraction Administrator Guide
In Cisco ANA Manage, the VNE Properties dialog box is used to view and edit the properties of a VNE in a unit, for example, the status and Telnet settings. The Telnet/SSH tab in the VNE Properties dialog box now supports masking of password information.
The Telnet/SSH Tab is described in the Cisco ANA Administrator Guide, Chapter 6, Defining VNEs, Telnet/SSH Tab.
In the Telnet/SSH Tab in the VNE Properties dialog box, choose Password from the Prompt drop-down menu, or enter the word `password' in the prompt field. When you enter the password in the Run field, the password will be hidden. See Figure 2.
Note If you enter any other variant in the Prompt field, the password will show as clear text in the table and Run text field.
Figure 2 Telnet/SSH Tab
Workflow User Guide
In Chapter 2, Working With the Task Library, Execute BQL Task, the following note will be added after Step 6:
Note The Command CID that is to be executed by the BQL Task must not register for notifications. The BQL task process only the initial command response and does not process any later notifications.
In Chapter 2, Gateway Workflow Commands and Operations, Running a Workflow, the following changes will be made:
In the RunWorkflow BQL command CID, the "workflowAttributes" parameters were changed to support new attribute of types other than String.
In the following BQL CID example the attribute types are in bold, and the attribute names and values are in blue:
<?xml version="1.0" encoding="UTF-8"?>
<command name="RunWorkflow">
<param name="templateOid">
<value>{[WorkflowTemplate(Name=bql.template)]}</value>
</param>
<param name="workflowAttributes">
<value>
<IWorkflowStringAttribute>
<ID type="Oid">{[WorkflowAttribute(Name=StringAtt)]}</ID>
<Value type="String">root</Value>
</IWorkflowStringAttribute>
<IWorkflowIntegerAttribute>
<ID type="Oid">{[WorkflowAttribute(Name=IntegerAtt)]}</ID>
<Value type="Integer">5</Value>
</IWorkflowIntegerAttribute>
<IWorkflowBooleanAttribute>
<ID type="Oid">{[WorkflowAttribute(Name=
BooleanAtt)]}</ID><Value type="Boolean">true</Value>
</IWorkflowBooleanAttribute>
<IWorkflowLongAttribute>
<ID type="Oid">{[WorkflowAttribute(Name=
LongAtt)]}</ID>
<Value type="
Long">12345</Value>
</IWorkflowLongAttribute>
<IWorkflowDoubleAttribute>
<ID type="Oid">{[WorkflowAttribute(Name=
DoubleAtt)]}</ID>
<Value type="
Double">12345</Value>
</IWorkflowDoubleAttribute>
</value>
</param>
<param name="preview">
<value>false</value>
</param>
</command>
Note To maintain backward compatibility with existing integrations, the system can be configured to support the previous RunWorkflow CID string by overriding the registry entry. Set the registry entry, workflowavm/services/workflow/use-workflow-string-param-casting, to "true". The default setting is "false".
Related Documentation
User Guides
Cisco Active Network Abstraction NetworkVision User Guide, 3.5.2
Cisco Active Network Abstraction EventVision User Guide, 3.5.2
Cisco Active Network Abstraction MPLS User Guide, 3.5.2
Cisco Active Network Abstraction Fault Management User Guide, 3.5.2
Administrator Guides
Cisco Active Network Abstraction Servers Installation Guide, 3.5.2
Cisco Active Network Abstraction Client Installation Guide, 3.5.2
Cisco Active Network Abstraction Administrator Guide, 3.5.2
Cisco Active Network Abstraction Error Messages, 3.5.2
Cisco Active Network Abstraction Shell User Guide, 3.5.2
Cisco Active Network Abstraction High Availability User Guide, 3.5.2
Developer Guides
Cisco Active Network Abstraction Customization User Guide, 3.5.2
Cisco Active Network Abstraction Command Builder User Guide, 3.5.2
Cisco Active Network Abstraction Workflow User Guide, 3.5.2
Cisco Active Network Abstraction BQL User Guide, 3.5.2
Cisco Active Network Abstraction Registry Editor User Guide, 3.5.2
Obtaining Documentation
Cisco documentation and additional literature are available on Cisco.com. This section explains the product documentation resources that Cisco offers.
Cisco.com
You can access the most current Cisco documentation at this URL:
http://www.cisco.com/techsupport
You can access the Cisco website at this URL:
You can access international Cisco websites at this URL:
http://www.cisco.com/public/countries_languages.shtml
Product Documentation DVD
The Product Documentation DVD is a library of technical product documentation on a portable medium. The DVD enables you to access installation, configuration, and command guides for Cisco hardware and software products. With the DVD, you have access to the HTML documentation and some of the PDF files found on the Cisco website at this URL:
http://www.cisco.com/univercd/home/home.htm
The Product Documentation DVD is created and released regularly. DVDs are available singly or by subscription. Registered Cisco.com users can order a Product Documentation DVD (product number DOC-DOCDVD= or DOC-DOCDVD=SUB) from Cisco Marketplace at the Product Documentation Store at this URL:
http://www.cisco.com/go/marketplace/docstore
Ordering Documentation
You must be a registered Cisco.com user to access Cisco Marketplace. Registered users may order Cisco documentation at the Product Documentation Store at this URL:
http://www.cisco.com/go/marketplace/docstore
If you do not have a user ID or password, you can register at this URL:
http://tools.cisco.com/RPF/register/register.do
Documentation Feedback
You can provide feedback about Cisco technical documentation on the Cisco Support site area by entering your comments in the feedback form available in every online document.
Cisco Product Security Overview
Cisco provides a free online Security Vulnerability Policy portal at this URL:
http://www.cisco.com/en/US/products/products_security_vulnerability_policy.html
From this site, you will find information about how to do the following:
•Report security vulnerabilities in Cisco products
•Obtain assistance with security incidents that involve Cisco products
•Register to receive security information from Cisco
A current list of security advisories, security notices, and security responses for Cisco products is available at this URL:
To see security advisories, security notices, and security responses as they are updated in real time, you can subscribe to the Product Security Incident Response Team Really Simple Syndication (PSIRT RSS) feed. Information about how to subscribe to the PSIRT RSS feed is found at this URL:
http://www.cisco.com/en/US/products/products_psirt_rss_feed.html
Reporting Security Problems in Cisco Products
Cisco is committed to delivering secure products. We test our products internally before we release them, and we strive to correct all vulnerabilities quickly. If you think that you have identified a vulnerability in a Cisco product, contact PSIRT:
•For emergencies only — security-alert@cisco.com
An emergency is either a condition in which a system is under active attack or a condition for which a severe and urgent security vulnerability should be reported. All other conditions are considered nonemergencies.
•For nonemergencies — psirt@cisco.com
In an emergency, you can also reach PSIRT by telephone:
•1 877 228-7302
•1 408 525-6532
Tip We encourage you to use Pretty Good Privacy (PGP) or a compatible product (for example, GnuPG) to encrypt any sensitive information that you send to Cisco. PSIRT can work with information that has been encrypted with PGP versions 2.x through 9.x.
Never use a revoked encryption key or an expired encryption key. The correct public key to use in your correspondence with PSIRT is the one linked in the Contact Summary section of the Security Vulnerability Policy page at this URL:
http://www.cisco.com/en/US/products/products_security_vulnerability_policy.html
The link on this page has the current PGP key ID in use.
If you do not have or use PGP, contact PSIRT to find other means of encrypting the data before sending any sensitive material.
Product Alerts and Field Notices
Modifications to or updates about Cisco products are announced in Cisco Product Alerts and Cisco Field Notices. You can receive these announcements by using the Product Alert Tool on Cisco.com. This tool enables you to create a profile and choose those products for which you want to receive information.
To access the Product Alert Tool, you must be a registered Cisco.com user. Registered users can access the tool at this URL:
http://tools.cisco.com/Support/PAT/do/ViewMyProfiles.do?local=en
To register as a Cisco.com user, go to this URL:
http://tools.cisco.com/RPF/register/register.do
Obtaining Technical Assistance
Cisco Technical Support provides 24-hour-a-day award-winning technical assistance. The Cisco Support website on Cisco.com features extensive online support resources. In addition, if you have a valid Cisco service contract, Cisco Technical Assistance Center (TAC) engineers provide telephone support. If you do not have a valid Cisco service contract, contact your reseller.
Cisco Support Website
The Cisco Support website provides online documents and tools for troubleshooting and resolving technical issues with Cisco products and technologies. The website is available 24 hours a day at this URL:
http://www.cisco.com/en/US/support/index.html
Access to all tools on the Cisco Support website requires a Cisco.com user ID and password. If you have a valid service contract but do not have a user ID or password, you can register at this URL:
http://tools.cisco.com/RPF/register/register.do
Note Before you submit a request for service online or by phone, use the Cisco Product Identification Tool to locate your product serial number. You can access this tool from the Cisco Support website by clicking the Get Tools & Resources link, clicking the All Tools (A-Z) tab, and then choosing Cisco Product Identification Tool from the alphabetical list. This tool offers three search options: by product ID or model name; by tree view; or, for certain products, by copying and pasting show command output. Search results show an illustration of your product with the serial number label location highlighted. Locate the serial number label on your product and record the information before placing a service call.
Tip Displaying and Searching on Cisco.com
If you suspect that the browser is not refreshing a web page, force the browser to update the web page by holding down the Ctrl key while pressing F5.
To find technical information, narrow your search to look in technical documentation, not the entire Cisco.com website. After using the Search box on the Cisco.com home page, click the Advanced Search link next to the Search box on the resulting page and then click the Technical Support & Documentation radio button.
To provide feedback about the Cisco.com website or a particular technical document, click Contacts & Feedback at the top of any Cisco.com web page.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 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 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 2447For 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.
Obtaining Additional Publications and Information
Information about Cisco products, technologies, and network solutions is available from various online and printed sources.
•The Cisco Online Subscription Center is the website where you can sign up for a variety of Cisco e-mail newsletters and other communications. Create a profile and then select the subscriptions that you would like to receive. To visit the Cisco Online Subscription Center, go to this URL:
http://www.cisco.com/offer/subscribe
•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 channel product offerings. To order and find out more about the Cisco Product Quick Reference Guide, go to this URL:
•Cisco Marketplace provides a variety of Cisco books, reference guides, documentation, and logo merchandise. Visit Cisco Marketplace, the company store, at this URL:
http://www.cisco.com/go/marketplace/
•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:
•Internet Protocol Journal is a quarterly journal published by Cisco for engineering professionals involved in designing, developing, and operating public and private internets and intranets. You can access the Internet Protocol Journal at this URL:
•Networking products offered by Cisco, as well as customer support services, can be obtained at this URL:
http://www.cisco.com/en/US/products/index.html
•Networking Professionals Connection is an interactive website where networking professionals share questions, suggestions, and information about networking products and technologies with Cisco experts and other networking professionals. Join a discussion at this URL:
http://www.cisco.com/discuss/networking
•"What's New in Cisco Documentation" is an online publication that provides information about the latest documentation releases for Cisco products. Updated monthly, this online publication is organized by product category to direct you quickly to the documentation for your products. You can view the latest release of "What's New in Cisco Documentation" at this URL:
http://www.cisco.com/univercd/cc/td/doc/abtunicd/136957.htm
•World-class networking training is available from Cisco. You can view current offerings at this URL:
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This document is to be used in conjunction with the documents listed in the "Related Documentation" section.
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