# Information you should include while opening a TAC case #
- Clear Subject Line (for ex: One Way Audio Quality Issue - CUCM, MGCP Gateway registration flapping etc...) ?
- Detailed description of the problem | Including error message snapshot if any ?
- Business Impact | Severity of the impact on your business | Low/Medium/High/Critical ?
- Numbers of users affected | Total number of users ?
- When did the problem start ?
- Any recent activity | Was any change apply recently on the configuration/system | (like - upgrades, config changes, power outages, etc...) ?
- What has changed that may have caused the issue ?
- Is this a new installation ? | was this working before ?
- Is there any 3rd Party Server on the call flow ?
- Software/Firmware version of the product ?
- Hardware platform | If hardware is faulty please include Serial Number of the part ?
- Network virtual topology | Indicate the complete Call Flow including devices and protocols involved ?
- Deployment Model | Nodes count ?
- Total number of sites | Number of sites affected ?
- What all troubleshooting has already been done ?
- Devices complete configuration | show tech ?
- If you have any other case already opened with Cisco for the same Issue/Hardware, do remember to mention the Service Request number ?
- Is the issue reproducible? | Frequency of the issue (Constant, Intermittent, Very Intermittent)
Also make sure to mention following:
- Your Reachable Contact number
- Contact Preference: Phone/Email !! how would you like to be contacted by the TAC Engineer
- Your availability | Preferred time to be contacted
- Timezone you are in
Also copy attach@cisco.com with the Service request number in the email subject, this will allow your e-mail to be documented into the case notes.
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FYI:
24x7x365 Support
http://www.cisco.com/techsupport
>
http://www.cisco.com/cisco/web/support/index.html
>
http://www.cisco.com/web/services/ts/access/index.html
TAC Email: tac@cisco.com
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
Cisco Worldwide Contacts
>
http://www.cisco.com/c/en/us/support/web/tsd-cisco-worldwide-contacts.html
For a complete list of Cisco TAC contacts, go to this URL
>
http://www.cisco.com/techsupport/contacts
Opening a Case With TAC
>
http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/trouble/8_0_2/trbl802/tbtac.html
You may contact me at mohit.grover@cisco.com
The purpose of this document is to give our customers and partners the ability to increase efficiency
Speed up the resolution process (save time)
