CANOGA PERKINS CanogaOS Command Reference - Manual (Page 44)

CanogaOS Command Line Reference
Proprietary & Confidential Canoga Pertkins Metro Ethernet Switches Page 44 of 855
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1.6 Obtaining Technical Assistance
For all customers, partners, resellers, and distributors who hold valid Canoga service contracts, Canoga
Perkins Technical Support provides 24-hour-a-day, award-winning technical assistance. The Technical
Support Website on www.canoga.com features extensive online support resources. In addition, Canoga
Perkins Technical Assistance Center (TAC) engineers provide telephone support. If you do not hold a valid
Canoga Perkins service contract, contact your reseller.
Definitions 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
Canoga 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 Canoga Perkins products. You and
Canoga 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 Canoga Perkins will commit resources during normal business hours to restore
service to satisfactory levels.
Severity 4 (S4)—You require information or assistance with Canoga Perkins product capabilities,
installation, or configuration. There is little or no effect on your business operations.