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Table Of Contents
Element Managers tested with Cisco EMF v3.2 SP4
System Requirements and Solaris Release Choice
Known Limitations in the Release
Cisco EMF and Cisco 6500 Element Manager SNMP Attribute Issues
Invalid Characters in Device ID Makes CNS Server Unusable
Cisco EMF v3.2 SP 4 Performance Testing
Installing Solaris Patch Clusters for Solaris 2.6 and Solaris 8
Cisco EMF EMS Interoperability
Resolved Between Cisco EMF v3.2 and This Release
Obtaining Technical Assistance
Release Notes for Cisco Element Management Framework v3.2 Service Pack 4
Cisco Element Manager November 2002 Upgrade
Customer Order Number: DOC-7814804=
Contents
This document is divided into the following sections:
– Element Managers tested with Cisco EMF v3.2 SP4
• Enhancements in This Release
• Known Limitations in the Release
– Cisco EMF and Cisco 6500 Element Manager SNMP Attribute Issues
– Invalid Characters in Device ID Makes CNS Server Unusable
– Deinstalling the Service Pack
– Cisco EMF v3.2 SP 4 Performance Testing
– Installing Solaris Patch Clusters for Solaris 2.6 and Solaris 8
• Installing Solaris Patch Clusters for Solaris 2.6 and Solaris 8
– Cisco EMF EMS Interoperability
• Caveats
• Obtaining Technical Assistance
Introduction
This is the release note for the Cisco Element Manager November 2002 update release, which is delivered as Cisco Element Management Framework v3.2, Service Pack 4. This is a 'feature upgrade' release. This means that the features are add-ons, and binary compatible, with existing deployed and available Cisco EMSs (specifically those that are based upon Cisco EMS 3.2). This release can be installed on existing and new Cisco EMF 3.2-based EMSs. This release includes all bug fixes in patches 1 to 3 for Cisco EMF 3.2 (and in mini patches on this train).
RME will provide an enhanced set of operations and administration GUI applications to complement the provisioning capability that the CNS/IE 2100 integration will provide, both complementing the fault, flow through provisioning, troubleshooting and performance tools in currently shipping Cisco Element Managers.
Cisco Element Managers will provide 'health monitoring' of multiple IE2100s and multiple RME servers, and offer co-residency of Cisco EMS/RME. Multiple RME servers will be accessible from a single GUI in Cisco Element Managers - the Map Viewer application, and device inventory synchronization between the Cisco EMS database and RME will ensure that existing network elements managed by RME will be imported - and kept in sync - within the Cisco Element Manager.
This release will also includes an enhanced SNMP northbound interface for fault OSS integration, and the first generally available release of the 'Pre Filtering' NOC application.
Pre Filtering is a GUI application for allowing NOC personnel to proactively 'cut out' unwanted alarm conditions, thereby reducing the load on the EMS, improving overall EMS scale and end application response time. This application also enables the EMS to reduce overall fault OSS load by eliminating unwanted alarms from the northbound feed to the OSS.
This update release also includes a number of bug fixes, see Caveats.
Element Managers tested with Cisco EMF v3.2 SP4
Cisco EMF v3.2, Service Pack 4 has been tested with the following Element Managers:
•Cisco 6500/7600 Manager v2.1
•Cisco 8500 Manager v1.0
•Cisco Cable Manager (CCM) v2.2
•Cisco DSL Manager v3.4 (CDM)
•Cisco DSL Manager v3.4.2 (CDM)
•Cisco Media Gateway Controller Node Manager (CMNM) v2.1.2
•Cisco Media Gateway Manager (CMGM) v2.0
•Cisco Universal Gateway Manager (UGM) v2.0
•Cisco12000 Manager v2.2
•Cisco Multi Device Manager-Lite (MDM-Lite) This EM is used for testing.
Note All future Cisco Element Managers will be based on Cisco EMF v3.2 SP4.
Enhancements in This Release
This update release includes some important feature enhancements, as well as a number of bug fixes:
1. Integrations between Cisco Element Managers (Cisco EMS) and CNS/CNS 2100 Series appliances for configuration.
2. Bundling and integrated with Cisco Element Managers via this release is the Resource Management Essentials (RME) product from the CiscoWorks family. RME provides an enhanced set of network element operations and administration GUI applications to complement the provisioning capability that the CNS/IE 2100 integration provides, both complementing the fault, flow through provisioning, troubleshooting and performance tools in currently shipping (detailed later) Cisco Element Managers.
3. An enhanced SNMP northbound interface for fault OSS integration, including bi-directional capability allowing the fault OSS to clear/acknowledge alarms in the EMS.
4. A Pre Filtering NOC application. Pre Filtering is a GUI application for allowing NOC personnel to proactively cut out unwanted alarm conditions, thereby reducing the load on the EMS, improving overall EMS scale and end application response time. This application also enables the EMS to reduce overall fault OSS load by eliminating unwanted alarms from the northbound feed to the OSS.
5. An Event Translator module that, if configured, can support conversion of ASCII alarm streams, for example TL1, into Cisco EMF alarms
Note More details on these enhancements can be found in the documentation for this release, see Related Documentation.
System Requirements
Cisco EMF can be deployed in a number of different configurations, from a single hardware system to a multi-site management system, using Sun Solaris/SPARC hardware with Solaris, Release 2.6 or Solaris 8.
Cisco Element Managers supported by the November 2002 upgrade run on Sun Microsystems UltraSPARC servers with the Solaris 8 operating environment installed. For detailed server specifications, visit: http://www.cisco.com/warp/public/756/partnership/sun/products/Cisco_RefModel_Descriptions_CEM.pdf
Note If you are deploying your Cisco EMF EMS on Solaris 2.6, you cannot run on one of the newer Sun products which support Solaris 8 only. This includes the SunBlade and SunFire product ranges.
Note Solaris 2.6, as of April 2001, is still fully supported but no longer sold by Sun Microsystems.
A Sun Solaris 2.6 media pack is available for purchase from Cisco.com to enable you to run Cisco Element Management Framework element managers (Cisco EMF EMSs) in the event that you do not have access to Solaris 2.6.
Note If you already have access to Solaris 2.6 CD or machine, it is not necessary to order one as they can be reused.
Sun Microsystems have given Cisco permission to ship this to you, and your Sun license permits you to install this Solaris software on Sun workstations. Note that it can be installed on both Sun desktop and server products - specifically those that support Solaris 2.6.
System Requirements and Solaris Release Choice
Cisco EMF EMSs certified to run on Solaris 8 can be deployed on the following Sun hardware models which run Solaris 8 (and above) only.
•Sun Desktops: SunBlade 100, and SunBlade 1000
•Sun Servers: E280R and the SunFire range 3800, 4800, 4810, 6800
Note If deploying Cisco EMF EMSs on Solaris 2.6, you cannot choose one of the aforementioned Sun systems - please deploy on a Sun system which runs Solaris 2.6.
Known Limitations in the Release
Cisco EMF and Cisco 6500 Element Manager SNMP Attribute Issues
When deploying a Cisco 6500 Manager v2.1 chassis in Cisco EMF v3.2, Service Pack 4 it is essential that the chassis is deployed using the auto discovery mechanism in order for RME Association to be successful.
This is required because the Cisco 6500 Manager v2.1 EM deployment populates the SNMP community strings in its own databases but these are not accessible by Cisco EMF. By deploying the chassis using auto discovery the SNMP attributes that Cisco EMF requires are populated correctly.
You should ensure that the device SNMP Read community is set to Public and Write community to Private.
Note This issue will be resolved, and the workaround no longer applicable, when the Cisco Catalyst Switch Manager v3.0 (which supercedes the Cisco 6500/7600 EMS) is available early in 2003.
Field Notice No. 22313 provides information about this issue.
Invalid Characters in Device ID Makes CNS Server Unusable
If the user has invalid characters in the device ID when associating a network element with a CNS Config Engine, the CNS server will become unusable and LDAP errors will be reported for all actions from then on. Nothing can be added or removed from the CNS server.
The only valid characters are hyphen (-), underscore (_), period (.) and alphanumeric characters. No other characters can be used.
Note The CNS Server will only accept the valid characters through its own GUIs.
Field Notice No. 22293 provides information about this issue.
Deinstalling the Service Pack
The Service Pack must be deinstalled from the Server and all Clients on the network.
If you plan to deinstall Service Pack 4 and then install an earlier patch, you have two options after Service Pack 4 is deinstalled:
· You can reset Cisco EMF, enter ./cemf reset.
· You can restore a pre-Service Pack 4 backup.
If you do not take this action, Cisco EMF will not start.
Cisco EMF v3.2 SP 4 Performance Testing
Cisco EMF v3.2 SP 4 performance testing shows that there is no significant degradation on VCL provisioning performance between Patch 3 and Cisco EMF v3.2 SP 4.
When an IOS image upload/download is performed against a device that has VCLs being added to it (without RME as a load on the Cisco EMF server), there is a degradation of ~50 seconds in the connection action and ~40 sec in the disconnect.
With RME as a load to the system (in a co-resident configuration) there is a subsequent ~20 second degradation in the connection times (~6%) and ~10 seconds for disconnection (~4%).
Installing Solaris Patch Clusters for Solaris 2.6 and Solaris 8
Cisco EMF v3.2 SP4 has been tested on QA testing machines which are reimaged with the required Solaris jumpstart (for Solaris 2.6 or Solaris 8 as appropriate) to give a base Solaris Installation.
Once re-imaged, the Solaris Patch Cluster is the only patches installed and no other patch installation is performed against this machine. The machines remain this way until testing is complete.
To install a Solaris Patch Cluster proceed as follows:
Step 1 If needed, re-image your machine using the appropriate Solaris installation mechanism.
Step 2 Run unzip on the cluster file to unbundle the patch cluster.
Step 3 Run the script ./install_cluster to load in the cluster.
Step 4 During the patch installation error messages may be encountered, refer to http://www.sins.com.au/unix/solaris_patch_return_codes.html
Step 5 Reboot the machine.
Installation
The Cisco Element Management Framework Installation and Administration Guide Version v3.2 Service Pack 4, provides information to install, license, and configure the product and includes detailed administration tasks.
Locating Cisco EMF Patches
You must login to Cisco.com to access patches. All Cisco patches can be accessed from : http://www.cisco.com/kobayashi/sw-center/sw-netmgmt.shtml
From this location you can select the appropriate patch page depending on the version of Cisco EMF you need to patch or if you need patches for EMS Development.
Note If you try to navigate to Cisco EMF patches via the software centre on Cisco.com, you must first select the login option, otherwise Cisco EMF patches will not be visible.
Solaris Patches
Cisco EMF 3.2 SP4 was tested with the following Solaris patches, which were current when Cisco EMF 3.2 SP4 was being tested. These reports were generated by the Sun Microsystems, Inc. utility 'Patch Check', available from http://sunsolve.sun.com.
Recommended patches (marked as 'R' by Cisco in the following reports) are considered the most important and resolve the most critical system, user, or security related bugs that have been reported and fixed by Sun to date.
Note Mandatory patches (marked as M by Cisco in the following reports) are required by Cisco EMF to function correctly.
A patch not listed on the recommended list does not imply that it should not be used if needed. Some patches listed in this report may have certain platform specific or application specific dependencies and thus may not be applicable to your system. It is important to carefully review the README file of each patch to fully determine the applicability of any patch with your system.
The current patch cluster recommended by Sun can be downloaded from http://sunsolve.sun.com. Please note that higher revisions of the patches may introduce dependencies on other patches that are not reflected in the following reports. You should follow the patch dependencies as recommended by Sun Microsystems, Inc.
Table 1 lists Solaris 2.6 patches, Table 2 lists Solaris 8 patches.
Important Notes
Cisco EMF EMS Interoperability
Please consult your EMS documentation for certified EMS interoperability information, if you wish to run two or more EMSs on the one Cisco EMF installation.
Caveats
Note Cisco EMF v3.2 SP4 incorporates all resolved bugs and fixes incorporated in Cisco EMF v3.2, specifically up to and including Cisco EMF v3.2 patch 3.
Cisco EMF v3.2 SP4 is constantly improving, and caveats will be resolved and workarounds provided after the release date. For the most up-to-date information refer to the Release Note and Customer Note enclosures provided in DDTS on Cisco Connection Online.
This section includes the following information:
• Resolved Between Cisco EMF v3.2 and This Release
Open Caveats
•CSCuk39007
Java plug-in Security dlg not displayed properly in reflection-X
Symptom—The problem is that when an RME service is launched for the first time the user is presented by the Java plug-in Security warning. However, when this dialog is launched within a Reflection-X full desktop environment, the buttons disappear from the dialog and nothing can be selected.
Conditions—The java security warning is displayed but the buttons disappear and are not selectable.
Workaround—A possible work-a-round to the problem is to change the configuration of Reflection-X so that it uses XDMP to access the CEMF server. If this method is used then the problem doesn't appear and the RME screens can be successfully opened.
•CSCuk39008
LDAP association skipped after 2nd chassis association failure
Symptom—CNS Services fail to launch from a device after it is associated for a 2nd time with a CNS Config Engine that has incorrect LDAP parameters.
Conditions—Occurs when the LDAP Grouping Context Root parameter is configured incorrectly on the CNS Config Engine
Workaround—After the 2nd association do the following:
a. Disassociate the device. Result is: Disassociation in cemf successful. LDAP deletion fails (as expected because device is not in the ldap). Rollback? Y/n
b. Answer N. The device is now no longer associated in CEMF and is not in the LDAP directory.
c. Update the CCE server and set the LDAP Grouping Context Root to be correct
d. Associate device to CCE server. Result is: Association in CCE successful.
LDAP creation successful.
The device is now correctly associated with the CCE and CNS services can now be launched.
•CSCuk39035
eventTranslator sending alarms that are not received by CEMF
Symptom—When loading events into Cisco EMF via the eventTranslator utility, some of the last events are lost.
Conditions—This may only happen when the eventTranslator is used.
Workaround—The missing events can be parsed in in an additional run of the eventTranslator.
•CSCdz09731
nbinterface core dump after removing all objs under physical
Symptom—The Cisco EMF nbinterface process may exit unexpectedly if you remove/delete all objects (including the origin) of a registered filter from Cisco EMF.
Conditions—Deleting all objects, including the origin of a registered filter from Cisco EMF.
Workaround—To delete, reparent, or rename managed objects:
a. Deregister the filter.
<CEMFBASE>/bin/nbadmin deregister filter-name
b. Make the changes in Cisco EMF.
c. Edit the filter file to update the origin if required.
d. Register the filter
<CEMFBASE>/bin/nbadmin register filter-file-name
PreFilter Caveats
•CSCuk36296
Non-admin pre-filter users receive no error messages
Symptom—Despite intentional restrictions to the PreFilter application, users of non-administrator accounts do not receive notification of such restrictions through standard error messages.
Conditions—All users, those of administrator and non-administrator status, can access the Pre-filtering application via the Cisco EMF launchpad when the following access specs are assigned to their respective accounts: All_Standard_Features and NormalPreFilterAccessSpec. When a user of non-administrator status launches the PreFilter application, there is no display of the intended restrictions to the feature. Menu options are available to the user, however when actions are initiated there is no system response.
Workaround—Currently there is no workaround identified, however the EMS administrator may restrict access to the PreFilter application for non-administrator user accounts by disabling the access spec: NormalPreFilterAccessSpec.
Users of non-administrator accounts should be aware that the software intentionally restricts their access to the PreFilter application and despite the apparent availability of functions through active menu items, the system will not respond due to account privilege inadequacies. The PreFilter application should be regarded as view-only.
•CSCuk36948
The pre-filtering access spec should be included in the All_Standard_Features access spec
Symptom—The PreFilter application is not included in the All_Standard_Features access spec.
Conditions—The PreFilter application is available on the Cisco EMF Launchpad, therefore its associated access spec should be available in the All_Standard_Features access spec.
Workaround—From the Edit Access Specification window, add the feature list for the PreFilter application to the All_Standard_Features access spec.
RME Caveats
•CSCuk37081
Symptom—The Job Owner attribute is set to 'Admin', irrespective of the RME user that logged in when the menu options...
Resource Manager (RME) > Software Management > Distribution > Distribute Images
and
Resource Manager (RME) > Software Management > Library > Add Images'
... are chosen from a CEMF deployed managed object.
Conditions—This is a workaround to a specific CMF issue whereby the Job Owner attribute is not correctly populated when the above RME services are invoked from the CEMF-RME integration.
Workaround—Short-term
a. Advise CEMF administrator to use CEMF access specifications that permit only the CEMF 'Admin' to launch the above RME services.
b. Advise CEMF administrator to login to RME as 'Admin' user when performing Software Image Management using above RME services.
Long-term (targeting CEMF v3.2 Patch 5)
CMF shall provide a fix to initial problem of Job Owner attribute not being correctly populated.
Hardcoded population of Job Owner attribute by CEMF shall be removed.
Resolved Between Cisco EMF v3.2 and This Release
•CSCdx84836—values in vectorServer.ini should be changed to improve perf.
•CSCdx93187—NEI: add new vars to trap about MO
•CSCdy06362—System hangs when no Module in Module Inventory
•CSCdy08404—not exact error msg in nbinterface.log
•CSCdy08600—Improve the error handling of command nbadmin
•CSCdy08632—Error message is not informative when origin path is wrong
•CSCdy11141—Update the help information for command nbadmin
•CSCdy13282—Update nbinterface.ini file
•CSCdy15489—Cannot receive traps when alarms are acknowledged/unacknowledged
•CSCdy16064—forwarder does not forward all traps
•CSCdy16108—forwarder doesnot forward traps on newly movedin objects
•CSCdy17166—nbinterface core dumpw when key word is misspelled in filter file
•CSCdy17629—Wrong trap oid value given by NEI before forwarding
•CSCdy18359—traps generated by commissioning not all forwarded
•CSCdy19269—Trap description not match in CEMF and Northbound system
•CSCdy31800—nbinterface memory leaks
•CSCdy33053—discoveryServer memory use grew during soak test.
•CSCdy33084—ObjectGroupServer memory use grew during soak test
•CSCdy41504—Map Viewer GUI displays incorrectly under Physical view
•CSCdy51910—Need to add flags to the trap contents of ack/unack alarms
•CSCdy52166—nbinterface core dumps
•CSCdy85225—Add mib var to trap to indicate type of faulty entity
•CSCuk31984—Patch numbering in menu is confusing e.g. 170101-19??
•CSCuk33712—AlarmMessage requires a space prior to a substitution
•CSCuk33865—trapAlarmMapper core - not readily reproducible
•CSCuk34266—Admin uLoginName partitioning attribute returns null
•CSCuk34419—Map Viewer does not fully update on rmObjectsFromTree
•CSCuk35316—AsyncSnmpDataRepos coredump when deleting COM Chassis component
•CSCuk35716—Need enhancements to Launch3rdPartyAppService
•CSCuk35986—Memory leak in ProfileMonitor
•CSCuk36437—File missing from BOM? Query Editor showing &object_type etc.
•CSCuk37998—ciscoPlatformMan memory leaks
Troubleshooting
Troubleshooting sections are provided in the Cisco EMF Installation and Administration Guide and the Cisco EMF User Guide.
The Cisco EMF Knowledge Base (formerly Atlantech Technologies Knowledge Base) and the Communications Software Group Knowledge Base are sources of additional technical information on Cisco EMF. Information is collated together as a result of responses to frequently asked questions and other common issues raised during the development of Cisco EMF-based Element Managers. The Knowledge Bases also feature guidelines and tips from INSMBU engineers and Engineering Services. New entries are added to the Knowledge Bases regularly.
The Cisco EMF Knowledge Base is available at http://www.cisco.com/pcgi-bin/Support/browse/psp_view.pl?p=Software:CEMF&s=Implementation_and_Configuration#Samples_and_Tips
Documentation Updates
Errors
This section of the Release Notes includes the following updates to the Cisco EMF documentation set:
• Installing the RME Add-on on Solaris
• Installing the RME Add-on on Windows
• Installing the Cisco CNS/Cisco EMF Integration Patch on the CNS 2100 Series Intelligence Engine
• Patch ID
• Potential Issues With Transact.log File Using RAWFS
Installing the RME Add-on on Solaris
In Cisco Element Management Framework Installation and Administration Guide v3.2 Service Pack 4 Chapter 4, page 4-10, Installing the RME Add-on on Solaris, Step 4 should read as follows:
Step 4 Enter the path to the RME add-on, at the command line prompt, enter
cd rme/solaris
If you list the files at this point, you will see RMECemfm install
Installing the RME Add-on on Windows
In Cisco Element Management Framework Installation and Administration Guide v3.2 Service Pack 4 Chapter 4, page 4-10, Installing the RME Add-on on Windows should read as follows:
To install the add-on package on the PC where CiscoWorks and RME 3.4 are installed, insert the CD and run the rme/windows/setup.exe file.
Installing the Cisco CNS/Cisco EMF Integration Patch on the CNS 2100 Series Intelligence Engine
In Cisco Element Management Framework Installation and Administration Guide v3.2 Service Pack 4 Chapter 4, page 4-11, note that the CNS package is found in cns/linux.
Patch ID
The Patch ID of Cisco EMF v3.2 SP4 is 170004-28.
The Patch ID is shown in the Install Package menu and the Deinstall Package menu.
Potential Issues With Transact.log File Using RAWFS
When deploying a RAWFS file system, the Cisco Element Management Framework Installation and Administration Guide advises the user to place the transact.log on the RAWFS system. This scenario is not tested by the QA team. Therefore it cannot be guaranteed that there will be no problems, for example performance issues, arising from this action.
CSCuk38848 (Sev 3) is raised against the Cisco Element Management Framework Installation and Administration Guide.
Related Documentation
Cisco EMF Version 3.2 SP 4 (Cisco Element Manager November 2002 Upgrade) Quick Start Guide, 78-14987-02
Cisco Element Management Framework Installation and Administration Guide v3.2 Service Pack 4, 78-14805-01
Cisco Element Management Framework User Guide v3.2 Service Pack 4, 78-14806-01
Obtaining Documentation
These sections explain how to obtain documentation from Cisco Systems.
World Wide Web
You can access the most current Cisco documentation on the World Wide Web at this URL:
Translated documentation is available at this URL:
http://www.cisco.com/public/countries_languages.shtml
Documentation CD-ROM
Cisco documentation and additional literature are available in a Cisco Documentation CD-ROM package, which is shipped with your product. The Documentation CD-ROM is updated monthly and may be more current than printed documentation. The CD-ROM package is available as a single unit or through an annual subscription.
Ordering Documentation
You can order Cisco documentation in these ways:
•Registered Cisco.com users (Cisco direct customers) can order Cisco product documentation from the Networking Products MarketPlace:
http://www.cisco.com/en/US/partner/ordering/index.shtml
•Registered Cisco.com users can order the Documentation CD-ROM through the online Subscription Store:
http://www.cisco.com/go/subscription
•Nonregistered Cisco.com users can order documentation through a local account representative by calling Cisco Systems Corporate Headquarters (California, U.S.A.) at 408 526-7208 or, elsewhere in North America, by calling 800 553-NETS (6387).
Documentation Feedback
You can submit comments electronically on Cisco.com. In the Cisco Documentation home page, click the Fax or Email option in the "Leave Feedback" section at the bottom of the page.
You can e-mail your comments to bug-doc@cisco.com.
You can submit your comments by mail by using the response card behind the front cover of your document or by writing to the following address:
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Attn: Document Resource Connection
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Obtaining Technical Assistance
Cisco provides Cisco.com as a starting point for all technical assistance. Customers and partners can obtain online documentation, troubleshooting tips, and sample configurations from online tools by using the Cisco Technical Assistance Center (TAC) Web Site. Cisco.com registered users have complete access to the technical support resources on the Cisco TAC Web Site.
Cisco.com
Cisco.com is the foundation of a suite of interactive, networked services that provides immediate, open access to Cisco information, networking solutions, services, programs, and resources at any time, from anywhere in the world.
Cisco.com is a highly integrated Internet application and a powerful, easy-to-use tool that provides a broad range of features and services to help you with these tasks:
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•Download and test software packages
•Order Cisco learning materials and merchandise
•Register for online skill assessment, training, and certification programs
If you want to obtain customized information and service, you can self-register on Cisco.com. To access Cisco.com, go to this URL: http://www.cisco.com
Technical Assistance Center
The Cisco Technical Assistance Center (TAC) is available to all customers who need technical assistance with a Cisco product, technology, or solution. Two levels of support are available: the Cisco TAC Web Site and the Cisco TAC Escalation Center.
Cisco TAC inquiries are categorized according to the urgency of the issue:
•Priority level 4 (P4)—You need information or assistance concerning Cisco product capabilities, product installation, or basic product configuration.
•Priority level 3 (P3)—Your network performance is degraded. Network functionality is noticeably impaired, but most business operations continue.
•Priority level 2 (P2)—Your production network is severely degraded, affecting significant aspects of business operations. No workaround is available.
•Priority level 1 (P1)—Your production network is down, and a critical impact to business operations will occur if service is not restored quickly. No workaround is available.
The Cisco TAC resource that you choose is based on the priority of the problem and the conditions of service contracts, when applicable.
Cisco TAC Web Site
You can use the Cisco TAC Web Site to resolve P3 and P4 issues yourself, saving both cost and time. The site provides around-the-clock access to online tools, knowledge bases, and software. To access the Cisco TAC Web Site, go to this URL:
All customers, partners, and resellers who have a valid Cisco service contract have complete access to the technical support resources on the Cisco TAC Web Site. The Cisco TAC Web Site requires a Cisco.com login ID and password. If you have a valid service contract but do not have a login ID or password, go to this URL to register:
http://www.cisco.com/register/
If you are a Cisco.com registered user, and you cannot resolve your technical issues by using the Cisco TAC Web Site, you can open a case online by using the TAC Case Open tool at this URL:
http://www.cisco.com/tac/caseopen
If you have Internet access, we recommend that you open P3 and P4 cases through the Cisco TAC Web Site.
Cisco TAC Escalation Center
The Cisco TAC Escalation Center addresses priority level 1 or priority level 2 issues. These classifications are assigned when severe network degradation significantly impacts business operations. When you contact the TAC Escalation Center with a P1 or P2 problem, a Cisco TAC engineer automatically opens a case.
To obtain a directory of toll-free Cisco TAC telephone numbers for your country, go to this URL:
http://www.cisco.com/warp/public/687/Directory/DirTAC.shtml
Before calling, please check with your network operations center to determine the level of Cisco support services to which your company is entitled: for example, SMARTnet, SMARTnet Onsite, or Network Supported Accounts (NSA). When you call the center, please have available your service agreement number and your product serial number.
This document is to be used in conjunction with the documents listed in the "Related Documentation" section.
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