Se ha denunciado esta presentación.
Utilizamos tu perfil de LinkedIn y tus datos de actividad para personalizar los anuncios y mostrarte publicidad más relevante. Puedes cambiar tus preferencias de publicidad en cualquier momento.

How to Open a Cisco Solution Support Service Request

1.686 visualizaciones

Publicado el

Cisco Solution Support offers centralized management and resolution for complex issues in your covered Cisco multivendor solution. Discover what information you will need to make the most out of your solutions through Cisco Solution Support.

Publicado en: Tecnología
  • D0WNL0AD FULL ▶ ▶ ▶ ▶ http://1lite.top/l5vWz ◀ ◀ ◀ ◀
       Responder 
    ¿Estás seguro?    No
    Tu mensaje aparecerá aquí
  • Sé el primero en recomendar esto

How to Open a Cisco Solution Support Service Request

  1. 1. June 2016 Opening a Service Request Cisco Solution Support
  2. 2. Defining the Severity of Your Service Request Prior to contacting Cisco, identify the severity level of your service request using the standardized Cisco definitions shown here. Identifying the severity level helps ensure that your requests are reported in a consistent format to help us assign you to the appropriate Cisco® Solution Support engineer team. You will be asked to identify a severity level each time you open a Solution Support service request. Severity 4Severity 1 Severity 2 Operation of an existing network or environment is severely degraded, or significant aspects of your business operation are negatively affected by unacceptable network or environment performance. You and Cisco will commit full-time resources during standard business hours to resolve the issue. S2 Your network or environment is down, or a problem is having a critical impact on your business operations. You and Cisco will commit full-time resources to resolve the issue.S1 Operational performance of your network or environment is impaired, although most business operations remain functional. You and Cisco both are willing to commit resources during standard business hours to restore service to satisfactory levels. S3 Severity 3 You need information about Cisco product capabilities, installation, or configuration. There is little or no impact on your business operations. You and Cisco both are willing to provide resources during standard business hours to provide information or assistance as requested. S4
  3. 3. Severities 1 and 2: Contact the Cisco Technical Assistance Center (TAC) to open your service request by calling 1.800.553.2447 or one of our worldwide contact numbers. Note: You must be available for a live hand-off to a Cisco Solution Support engineer. Where to Open Your Cisco Solution Support Service Request Using your severity level as your guide, open your Cisco® Solution Support service request as follows. Severities 3 and 4: Open your service request using the Cisco Support Case Manager online tool: https://tools.cisco.com/ServiceRequestTool/scm/mgmt/case S1 S2 S3 S4 Phone Online or Phone
  4. 4. Opening an S1 or S2 Cisco Solution Support Service Request by Phone • Your Cisco.com ID • The severity level of your service request (see slide 2) • Your contact information (full name) • Your preferred contact method (email or phone) • Product serial number (for the product involved in the issue) • Description of the problem you are experiencing and symptoms (business impact, technology, etc.) • Site information (for verification purposes) • Your helpdesk number (if available) • Details about troubleshooting steps you have taken and the outcome of each step (provide as much detail as possible) • Output of show tech commands, if applicable or available When opening an S1 or S2 Cisco® Solution Support service request by phone, you must provide the following information: We also recommended that you provide the following information to expedite the resolution of your issue:
  5. 5. Go to the Cisco Support Case Manager online tool. Log in using your Cisco.com ID and password. Click the New Case button. Provide the product serial number of a Cisco product in the solution that is likely to be involved in the issue. Provide as much information as possible in the Describe Problem section. Opening an S3 or S4 Cisco Solution Support Service Request Online 1. 2. 3. 4. 5.
  6. 6. In the product field, select the Solution Support option that fits your solution. Opening an S3 or S4 Cisco Solution Support Service Request Online (continued) Note: You can get to the Solution Support options quickly by typing solution support in the search field. Finish adding case details as required to submit your service request. 6. 7.
  7. 7. Product Support Customer may need to open multiple cases and coordinate between vendors to resolve the issue. Cisco® Solution Support Cisco coordinates actions needed to resolve the customer’s issue. • Open a Cisco Solution Support cases by first attaching this service to Cisco products in your solution. • Cisco will use your third-party support contract entitlement to interact with our solution technology partners. • The result: rapid issue isolation and resolution, and reduced downtime, compared to using product support alone. Customer Contacts: • Cisco • OS vendor • Storage vendor Analysis Provided by: • Cisco • OS vendor • Storage vendor Customer consolidates information. No solution found. Customer repeats process. Incompatible version found. Solved by changing OS version. Case closed. Example: Customer Reports Solution Issue Cisco receives ticket and develops plan to isolate the issue. Cisco troubleshoots with storage and OS vendors. Incompatible version found. Solved by changing OS version. Case closed.
  8. 8. Resources Use the following resources to learn more about opening Cisco® Solution Support service requests using Cisco Support Case Manager. • Cisco Support Case Manager overview • Cisco Support Case Manager interactive tour • Cisco Support Case Manager tutorial video Learn details For more information about Cisco Solution Support, visit us at Cisco.com. Get an overview • Cisco Global Technical Services quick-start guide

×