Cisco Cisco IP Contact Center Release 4.6.2 User Guide

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.

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:

The Cisco Product Catalog describes the networking products offered 
by Cisco Systems, as well as ordering and customer support 
services. Access the Cisco Product Catalog at this URL: