Cisco Cisco Computer Telephony Integration Option 9.0 Reference Guide

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.

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:

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.