Cisco CP-7936 Phone Guide - Page 43

TAC Case Priority Definitions, 10 Obtaining Additional Publications and Information

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To open a case 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 listing of Cisco TAC contacts, go to this URL: http://www.cisco.com/warp/public/687/Directory/DirTAC.shtml TAC Case Priority Definitions To ensure that all cases are reported in a standard format, Cisco has established case priority definitions. 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. 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. 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. 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. 10 Obtaining Additional Publications and Information Information about Cisco products, technologies, and network solutions is 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: http://www.cisco.com/en/US/products/products_catalog_links_launch.html • Cisco Press publishes a wide range of general networking, training and certification titles. Both new and experienced users will benefit from these publications. For current Cisco Press titles and other information, go to Cisco Press online at this URL: http://www.ciscopress.com 43

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To open a case 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 listing of Cisco TAC contacts, go to this URL:
TAC Case Priority Definitions
To ensure that all cases are reported in a standard format, Cisco has established case priority
definitions.
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.
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.
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.
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.
10
Obtaining Additional Publications and Information
Information about Cisco products, technologies, and network solutions is 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 Press publishes a wide range of general networking, training and certification titles. Both
new and experienced users will benefit from these publications. For current Cisco Press titles and
other information, go to Cisco Press online at this URL: