Cisco Cisco Administrative Workstation User Guide

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 automatically provides 
recommended solutions. If your issue is not resolved using the recommended 
resources, your service request will be assigned to a Cisco TAC 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 TAC 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.