How to Engage with TAC (updated)

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At-a-glance: how to engage Cisco technical support

cisco.com/support

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

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

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

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.