Submitting a service request, Definitions of service request severity – Cisco 3745 User Manual
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products, by copying and pasting show command output. Search results show an illustration of your product with the
serial number label location highlighted. Locate the serial number label on your product and record the information
before placing a service call.
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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 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 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:
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)—An existing 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 operations 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 the network is impaired while 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.