Chapter 1
Introduction
1-12 CallConnector Operator
Submitting a Service Request
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 provides recommended solutions. If your issue is not resolved using the
recommended resources, your service request is 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:
Definition of Service Request Severity
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.
