Submitting A Service Request; Definitions Of Service Request Severity - Cisco MDS 9124 - Fabric Switch Reference

Cisco mds 9000 family command reference - cisco mds san-os release 3.0(1) through 3.3(1a) (ol-16217-01, april 2008)

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S e n d d o c u m e n t a t i o n c o m m e n t s t o m d s f e e d b a c k - d o c @ c i s c o . c o m

Submitting a Service Request

Using the online TAC Service Request Tool is the fastest way to open S3 and S4 service requests. (S3 and

S4 service requests are those in which your network is minimally impaired or for which you require

product information.) After you describe your situation, the TAC Service Request Tool provides

recommended solutions. If your issue is not resolved using the recommended resources, your service

request is assigned to a Cisco engineer. The TAC Service Request Tool is located at this URL:

http://www.cisco.com/techsupport/servicerequest

For S1 or S2 service requests, or if you do not have Internet access, contact the Cisco TAC by telephone.

(S1 or S2 service requests are those in which your production network is down or severely degraded.)

Cisco engineers are assigned immediately to S1 and S2 service requests to help keep your business

operations running smoothly.

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

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.

OL-16217-01, Cisco MDS SAN-OS Release 3.x

Cisco MDS 9000 Family Command Reference