TAC support has gotten really bad for the past few years. I've many cases opened and it just drags on for months without any resolutions. The TAC engineers are not very responsive. For example, I opened a TAC case on 06/24 for an issue. I got a response back on the same day, provided the engineer everything he requested. I haven't heard from him since. The SE support the account is any better, completely clueless.
Anyone experiencing the same issue?
I think the main "issue" that would cause TAC to delay with their responses and to provide "unsure" responses sometimes is the amount of new technologies they are dealing with. Many times it happened that TAC asked to give them some time to lab things up to trying to replicate the exact environment to reproduce the issues. Personally, I do still think TAC is still good, but they defo seem to be much much busier than before, and sometimes struggle to give answers due to many software bugs that we are seeing on a few products. If you feel the tickets are taking longer than expected, you would try to escalate the case to engineer leader, nothing wrong with that, it just sometimes would be the only way to move things faster.
I've been seeing the same across multiple product lines and with multiple geographic TAC locations. I have brought it up via multiple Cisco venues and not seen any positive outcomes to date.
From what I can tell, Cisco has decided that the "old" TAC model was too good and is now pushing customers to buy higher cost support packages to get what used to be included with regular Smartnet.
The TAC engineers are not very responsive. For example, I opened a TAC case on 06/24 for an issue. I got a response back on the same day, provided the engineer everything he requested. I haven't heard from him since.
The initial email where the TAC agent introduces themselves always contain the email address of their supervisor. I would recommend either doing the following:
NOTE: There are three TAC "regions": North America/LATAM, Europe (ME & Africa), Asia (Asia, Australia/NZ).
WARNING: Have the TAC Cases are assigned to NAM/LATAM, and Europe (ME&A) regions only (and nowhere else).
I deal with customers who have the High Touch TAC offering, I haven't noticed any degradation of support. I do however always open the case with a webex space and ask for an update when I need/want, I feel it's more conversational, informal, and maybe less pressure on the engineer to spend extra time formatting an email. It suits my preferred communication style and they are easier to track than emails.
I might give that a try - although I am based in Australia I wouldn't mind seeing what it's like dealing with a TAC engineer in the Americas/EMEAR. I don't think Sydney has a TAC anymore. At least, not for ISE.
I remember the days when you could call TAC and have an engineer who could read the IOS C source code - and tell you why OSPF was not converging.
@Leo Laohoo wrote:
Have your ISE cases queued to NAM/LATAM and/or EMEA desks only and never get it queued anywhere else.
All SEA/Australia/NZ ISE cases go to Eastern Europe (for now).
Anyone in SEA/Australia/NZ creating cases for:
Make sure to route TAC Cases to NAM/LATAM and/or EMEA desks and nowhere else. If in doubt, look at the email signature of the TAC agent and it will specify the time zone they operate on. If they are not in the areas I have specified, get it re-queued to the correct area.