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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: 1 800 553-2447
For 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.
15 Obtaining Additional Publications and Information
Information about Cisco products, technologies, and network solutions is available from various online and printed sources.
• 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 offerings. To order and find out more about the
Cisco Product Quick Reference Guide, go to this URL:
http://www.cisco.com/go/guide
• 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:
http://www.ciscopress.com
• Packet magazine is the Cisco Systems technical user magazine for maximizing Internet and networking investments. Each
quarter, Packet delivers coverage of the latest industry trends, technology breakthroughs, and Cisco products and solutions,
as well as network deployment and troubleshooting tips, configuration examples, customer case studies, certification and
training information, and links to scores of in-depth online resources. You can access Packet magazine at this URL:
http://www.cisco.com/packet78-17436-03
• Internet Protocol Journal is a quarterly journal published by Cisco Systems 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:
http://www.cisco.com/ipj
• Networking products offered by Cisco Systems, 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 for networking professionals to 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
