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Severity 1
- Production network down
- Critical business impact
- 24-hour contact with Cisco
Severity 2
- Network severely degraded
- Significant business impact
- Point of contact communications during business hours
Severity 3
- Network functionality degraded
- Noticeable business impact
- Frequent contact with Cisco
Severity 4
- General assistance/questions
- Installation, upgrade, or config assistance
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- Prepare to open a case
•Valid Cisco.com user ID
•Active support contract number
•Serial number (if applicable)
•Problem description and symptoms with network topology
•Output from show tech, show log, or relevant error message(s)
•SW version and HW model
•Severity level S1 – S4
•Send attachments to attach@cisco.com with the SR Number in the subject line
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2. Open a case
•Have your SR number ready
•Severity 1 or 2
•Phone
•Support Case Manager
•Severity 3 or 4
•Support Case Manager
Mobile app
CX Cloud
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3. Escalate a case
•Call and ask for a Duty Manager
•Use TAC Connect Bot to get the status of an SR, as well as escalate an SR.
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