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Chapter 12
Cisco Support Functions
If you choose to categorize your ticket as a Priority 1, the engineer is
required to stay on the phone with you until the problem is resolved or the
case priority is downgraded.
The TAC is divided into several engineering groups, so that the engineers
that handle the case can specialize in a given area. For example, there is an
ATM group, a routing protocols group, an NMS group, and so on. Once an
engineer gets the case, they need more information from you.
You should be able to provide the engineer with a show tech-support output
from all affected equipment. In addition to the show tech-support information,
you should be able to provide information regarding recent configuration
changes, debug, or third-party protocol analyzer information.
After you open a ticket, you receive automated updates on the status of
your case. If you need to add information to your ticket, you can send e-mail
to the engineer working on the case, or you can go to the Web site and add
it to the case by using the CCO Case Management Toolkit.
The TAC engineer works with you on your case to implement necessary
changes and then observe the results. This process is followed until the problem
is resolved.
Let's summarize the steps of opening a case with the Cisco TAC.
1.
Gather relevant information about your problem. This includes a
show tech-support
from all affected devices, recent configuration
changes, debug, and protocol analyzer information.
2.
Give the Customer Response Center the necessary contract or serial
number. In addition, provide your name and company name, and ver-
ify the address, phone number, and e-mail.
3.
Give a brief description of the problem and assign the case the correct
priority. You will be given a case number. Record it.
4.
Your case will be forwarded to the appropriate TAC engineering group.
5.
Use the Case Management Toolkit to add more information, close the
case, or open a new case.
6.
Work with the engineer to make the necessary changes to resolve the
problem, and then observe results to verify that the problem is solved.
If the problem gets worse, you can upgrade the case priority.
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