Cisco Cisco StadiumVision Mobile Streamer Maintenance Manual
Troubleshooting and Escalation
Numbers for other theaters:
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For Severity 3 & 4 issues/questions contact Cisco Technical Support
using online service request tool:
using online service request tool:
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When using online tool or calling Technical Support you will need the
following information:
following information:
o
Contact Number
o
Serial Number of item in question
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Ensure your Smart Net contract covers both hardware and software
updates.
updates.
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Make sure you and your customer are paying attention to renewal
dates – don’t let your contract lapse.
dates – don’t let your contract lapse.
Severity Levels:
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S1: Network or environment down, critical impact to business – Cisco
and the customer will commit the necessary resources around the
clock to resolve the situation.
and the customer will commit the necessary resources around the
clock to resolve the situation.
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S2: Network or environment severely degraded – Cisco and the
customer will commit full-time resources during normal business
hours, or during Event, to resolve the situation.
customer will commit full-time resources during normal business
hours, or during Event, to resolve the situation.
NOTE: When possible open all S1 & S2 cases through Smart net
contract owner.
contract owner.
Smart Net Requirements
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Smart Net contract owner must establish profile on Cisco.com Where
appropriate EM may wish to help customer establish profile.
appropriate EM may wish to help customer establish profile.
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Smart Net contracts list the items supported by serial number.
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Every Cisco product has a unique serial number (Hardware and
Software).
Software).
Profile
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Contract #
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Product Serial Number #
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