Cisco Cisco Unified MeetingPlace Audio Server Maintenance Manual
Cisco MeetingServer 5.1 System Manager’s Guide
7
Cisco Systems
March 2003
Opening a TAC Case
Using the online TAC Case Open Tool is the fastest way to open P3 and P4
cases. (P3 and P4 cases are those in which your network is minimally
impaired or for which you require product information.) After you describe
your situation, the TAC Case Open Tool automatically recommends
resources for an immediate solution. If your issue is not resolved using the
recommended resources, your case will be assigned to a Cisco TAC
engineer. The online TAC Case Open Tool is located at this URL:
cases. (P3 and P4 cases are those in which your network is minimally
impaired or for which you require product information.) After you describe
your situation, the TAC Case Open Tool automatically recommends
resources for an immediate solution. If your issue is not resolved using the
recommended resources, your case will be assigned to a Cisco TAC
engineer. The online TAC Case Open Tool is located at this URL:
http://www.cisco.com/tac/caseopen
For P1 or P2 cases (P1 and P2 cases are those in which your production
network is down or severely degraded) or if you do not have Internet access,
contact Cisco TAC by telephone. Cisco TAC engineers are assigned
immediately to P1 and P2 cases to help keep your business operations
running smoothly.
network is down or severely degraded) or if you do not have Internet access,
contact Cisco TAC by telephone. Cisco TAC engineers are assigned
immediately to P1 and P2 cases to help keep your business operations
running smoothly.
To open a case 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
EMEA: +32 2 704 55 55
USA: 1 800 553-2447
For a complete listing of Cisco TAC contacts, go to this URL:
http://www.cisco.com/warp/public/687/Directory/DirTAC.shtml
TAC Case Priority Definitions
To ensure that all cases are reported in a standard format, Cisco has
established case priority definitions.
established case priority definitions.
Priority 1 (P1)—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.
business operations. You and Cisco will commit all necessary resources
around the clock to resolve the situation.
Priority 2 (P2)—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.
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.
Priority 3 (P3)—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.
most business operations remain functional. You and Cisco will commit
resources during normal business hours to restore service to satisfactory
levels.
Priority 4 (P4)—You require information or assistance with Cisco product
capabilities, installation, or configuration. There is little or no effect on your
business operations.
capabilities, installation, or configuration. There is little or no effect on your
business operations.