Escalating TAC Service Request © 2004 Cisco Systems, Inc. All rights reserved. IPTT v TAC Service Request and Telephone Service Providers

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v TAC Cases and Telephone Service Providers: Objectives Upon completing this lesson, you will be able to: Describe how to use the COT List the phone numbers to contact Cisco TAC Identify Explain how to query various open TAC service request Describe the call routing process for TAC service request Explain how you would escalate a TAC service request List why you want to keep a TAC service request Illustrate documenting a TAC service request resolution Describe the various processes for escalating a TAC service request

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Outline Overview Opening a Service Request On Line Cisco TAC Telephone Numbers Cisco TAC Service Request Querying Options Contacting a Cisco TAC Center Escalating a Case Keeping a Case open Documenting the Resolution Escalation Summary Summary Quiz

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v TAC Service Request Tool

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v TAC Telephone Numbers

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Query Options

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Call the Main Repair Number for Businesses ACDPSTN

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Escalation May Become Necessary ACDPSTN

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Keep the Ticket Open

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Documenting the Resolution Documentation should include: Symptoms of the problem Steps taken to correct the problem Effect of the problem on the overall network Cause of the problem Fix for the problem

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Escalation Summary ACDPSTN

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Summary S3 and S4 cases can be opened on line via the Case Open tool. S1 and S2 cases can be handled by Cisco TAC engineers via telephone. Escalate an issue to a telephone service provider if it is an emergency or if the problem is affecting customers and you are not satisfied with the time frame for addressing the problem. Appropriate problem documentation includes a description of symptoms, corrective actions, effect of correction, cause of problem, and the fix for the problem. The escalation process to the Cisco TAC includes using ruling out bug, research on the Cisco TAC home page, and opening the case with Cisco TACeither on the home page or via telephone. The escalation process to a telephone service provider includes testing equipment, collecting information, and communicating information. When the problem is resolved, leave the ticket open until the problem has been tested.

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Lesson Review 1. If a user opens an P3 TAC case on the Cisco website, and then opens the same case over the telephone, which case will Cisco respond to first? 2. Which two priority levels will the TAC engineers answer directly? 3. Which of the following is NOT necessary when contacting a service provider for support? 4. If you are experiencing a problem related to your Cisco switch, what is the first area that you should check? 5. What is the proper method for opening an escalation case if you have a P3 or P4 level problem?