How to Open Service Requests with Cisco TAC - Iron Bow

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How to Open Service Requests with Cisco TAC

Severity Levels 1 and 2

  1. Call the Technical Assistance Center at 800-553-2447, Option 1
  2. Live Customer Hand-off to a Cisco engineer

 

Severity Levels 3 and 4

Open your service request using the online tool: mycase.cloudapps.cisco.com/case

 

Information Needed to Open a Service Request

  1. Your Cisco.com ID and contact information (full name)
  2. Severity of your service request (see Severity Levels listed below)
  3. Preferred contact method (email, phone number)
  4. GEMSS Contract # 204246961 and device serial number
  5. Description of your issue (symptoms, business impact, technology)
  6. Site information (for verification purposes)
  7. Details on troubleshooting steps you have taken

 

Severity Levels

 

  • Severity 1 (S1)
    Network or environment is down or there is a critical impact on your business operations. You and Cisco will both commit full-time resources to resolve the situation.

 

  • Severity 2 (S2)
    Operation of an existing network or environment is severely degraded. You and Cisco will both commit full-time resources during standard business hours to resolve the situation.

 

  • Severity 3 (S3)
    Operational performance of your network or environment is impaired. You and Cisco both commit resources during standard business hours to resolve.

 

  • Severity 4 (S4)
    Information is required on Cisco product capabilities, installation or configuration. There is little or no impact on your business operations.