11
Note Use the Cisco Product Identification (CPI) tool to locate your product serial number before submitting a web or phone
request for service. You can access the CPI tool from the Cisco Technical Support Website by clicking the Tools &
Resources link under Documentation & Tools. Choose Cisco Product Identification Tool from the Alphabetical Index
drop-down list, or click the Cisco Product Identification Tool link under Alerts & RMAs. The CPI tool offers three
search options: by product ID or model name; by tree view; or for certain products, by copying and pasting show
command output. Search results show an illustration of your product with the serial number label location highlighted.
Locate the serial number label on your product and record the information before placing a service call.
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 TAC 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 TAC 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
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)—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.
Severity 2 (S2)—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.
Severity 3 (S3)—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.
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.
12 Obtaining Additional Publications and Information
Information about Cisco products, technologies, and network solutions is available from various online and printed sources.
• Cisco Marketplace provides a variety of Cisco books, reference guides, 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
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