SNTC-8X5XNBD support question?

[baselzind]

I have got SNTC-8X5XNBD with my new 9XXX switches. I was wondering if this means that i can open tickets with cisco in case i get issues? because when i tried to do so i was able to only open warranty tickets not even Severity 1 tickets? 

[balaji.bandi]

You have -

Smart Net Total Care 8x5xNext Business Day Next-business-day delivery, local business hours based on depot
time, 5 days a week

https://www.cisco.com/c/dam/en/us/services/se/training/sntc-datasheet.pdf

what is the issue - you have hardware failure ?

[baselzind]

no i don't have any issue. my main concern i wanna make sure the supplier has provided the correct license and support. so is it normal that SNTC-8X5XNBD doesn't permit me to open a severity 1-2-3-4 ticket? i can only open a warranty ticket

[baselzind]

Problem has been resolved. I just needed to associate the service contract with my cisco account , now i can open normal tickets

[balaji.bandi]

sure , its just matter of understand the process....cisco is big and lot to do..

[liviu.gheorghe]

From what I recall, Severity 1 TAC tickets can only be opened by phone. You can open online a Severity 2 ticket and escalate it online or by calling Cisco TAC if your production network is down or you are facing an issue that critically impacts your production network.

Hope this helps.