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Obtaining Technical Assistance
Cisco TAC Website
The Cisco TAC website (http://www.cisco.com/tac) provides online documents and tools for
troubleshooting and resolving technical issues with Cisco products and technologies. The Cisco TAC
website is available 24 hours a day, 365 days a year.
Accessing all the tools on the Cisco TAC website requires a Cisco.com user ID and password. If you
have a valid service contract but do not have a login ID or password, register at this URL:
http://tools.cisco.com/RPF/register/register.do
Opening a TAC Case
The online TAC Case Open Tool (http://www.cisco.com/tac/caseopen) is the fastest way to open P3 and
P4 cases. (Your network is minimally impaired or you require product information). After you describe
your situation, the TAC Case Open Tool automatically recommends resources for an immediate solution.
If your issue is not resolved using these recommendations, your case will be assigned to a Cisco TAC
engineer.
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.
Route Switch Processor (RSP8) Installation and Configuration Guide
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