Troubleshooting guide

F-3
ATM and Layer 3 Switch Router Troubleshooting Guide
OL-1969-01
Appendix
Providing Data to Customer Service
Providing Data to Customer Service
If you need technical assistance with a Cisco product that is under warranty or covered by a maintenance
contract, contact Cisco’s Technical Assistance Center (TAC) to open a case. Contact the TAC with a
phone call or an e-mail message:
• North America: 800-553-2447, e-mail: [e-mail]
• Europe: 32 2 778 4242, e-mail: [e-mail]
• Asia-Pacific: 61 2 9935 4107, e-mail: [e-mail]
When submitting information to your technical support representative, electronic data is preferred.
Electronic data significantly eases the transfer of information between technical support personnel and
development staff. Common electronic formats include data sent via e-mail and files sent using File
Transfer Protocol (FTP).
If you are submitting data to your technical support representative, use the following list to determine
the preferred method for submission:
1. The preferred method of information submission is via FTP service over the Internet. If your
environment supports FTP, you can place your file in the incoming directory on the host
cco.cisco.com.
2. The next best method is to send data by electronic mail. Before using this method, be sure to contact
your technical support representative, especially when transferring binary core dumps or other large
files.
If you use e-mail, do not use encoding methods such as binhex or zip. Only MIME-compliant mail
should be used.
3. Use a PC-based communications protocol, such as Kermit, to upload files to Cisco.com. Again, be
sure to contact your technical support representative before attempting any transfer.
4. Transfer by disk or tape.
5. The least favorable method is hard-copy transfer by fax or physical mail.