Cisco Cisco Unified Customer Voice Portal 11.0(1) User Guide
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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:
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:
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.
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
EMEA: +32 2 704 55 55
USA: 1 800 553-2447
For a complete list of Cisco TAC contacts, go to this URL:
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.
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.
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.
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.
configuration. There is little or no effect on your business operations.