Cisco Cisco Agent Desktop 10.5 ユーザーガイド
Cisco IP Phone Agent User’s Guide 6.0(2)
4
29-September-04
TAC Case Priority Definitions
To ensure that all cases are reported in a standard format, Cisco has established
case priority definitions.
case priority definitions.
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Priority 1 (P1)—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.
business operations. You and Cisco will commit all necessary resources
around the clock to resolve the situation.
■
Priority 2 (P2)—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.
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.
■
Priority 3 (P3)—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.
most business operations remain functional. You and Cisco will commit
resources during normal business hours to restore service to satisfactory
levels.
■
Priority 4 (P4)—You require information or assistance with Cisco product
capabilities, installation, or configuration. There is little or no effect on your
business operations.
capabilities, installation, or configuration. There is little or no effect on your
business operations.
Obtaining Additional Publications and
Information
Information
Information about Cisco products, technologies, and network solutions is
available from various online and printed sources.
available from various online and printed sources.
■
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:
Cisco Systems, as well as ordering and customer support services.
Access the Cisco Product Catalog at this URL:
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Cisco Press publishes a wide range of networking publications. Cisco
suggests these titles for new and experienced users: Internetworking
Terms and Acronyms Dictionary, Internetworking Technology Handbook,
Internetworking Troubleshooting Guide, and the Internetworking Design
Guide. For current Cisco Press titles and other information, go to Cisco
Press online at this URL:
suggests these titles for new and experienced users: Internetworking
Terms and Acronyms Dictionary, Internetworking Technology Handbook,
Internetworking Troubleshooting Guide, and the Internetworking Design
Guide. For current Cisco Press titles and other information, go to Cisco
Press online at this URL:
■
Packet magazine is the Cisco quarterly publication that provides the latest
networking trends, technology breakthroughs, and Cisco products and
solutions to help industry professionals get the most from their networking
investment. Included are networking deployment and troubleshooting tips,
configuration examples, customer case studies, tutorials and training,
certification information, and links to numerous in-depth online resources.
You can access Packet magazine at this URL:
networking trends, technology breakthroughs, and Cisco products and
solutions to help industry professionals get the most from their networking
investment. Included are networking deployment and troubleshooting tips,
configuration examples, customer case studies, tutorials and training,
certification information, and links to numerous in-depth online resources.
You can access Packet magazine at this URL: