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We categorize Cisco TAC inquiries according to urgency:

Priority level 4 (P4)—You need information or assistance concerning Cisco product capabilities,
product installation, or basic product configuration. There is little or no impact to your business
operations.

Priority level 3 (P3)—Operational performance of the network is impaired, but most business
operations remain functional. You and Cisco are willing to commit resources during normal business
hours to restore service to satisfactory levels.

Priority level 2 (P2)—Operation of an existing network is severely degraded, or significant aspects
of your business operations are negatively impacted by inadequate performance of Cisco products.
You and Cisco will commit full-time resources during normal business hours to resolve the situation.

Priority level 1 (P1)—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.

The Cisco TAC website provides online documents and tools to help troubleshoot and resolve technical
issues with Cisco products and technologies. To access the Cisco TAC website, go to this URL:

All customers, partners, and resellers who have a valid Cisco service contract have complete access to
the technical support resources on the Cisco TAC website. Some services on the Cisco TAC website
require a Cisco.com login ID and password. If you have a valid service contract but do not have a login
ID or password, go to this URL to register:

If you are a Cisco.com registered user, and you cannot resolve your technical issues by using the Cisco
TAC website, you can open a case online at this URL:

If you have Internet access, we recommend that you open P3 and P4 cases online so that you can fully
describe the situation and attach any necessary files.

The Cisco TAC Escalation Center addresses priority level 1 or priority level 2 issues. These
classifications are assigned when severe network degradation significantly impacts business operations.
When you contact the TAC Escalation Center with a P1 or P2 problem, a Cisco TAC engineer
automatically opens a case.

To obtain a directory of toll-free Cisco TAC telephone numbers for your country, go to this URL:

Before calling, please check with your network operations center to determine the Cisco support services
to which your company is entitled: for example, SMARTnet, SMARTnet Onsite, or Network Supported
Accounts (NSA). When you call the center, please have available your service agreement number and
your product serial number.