User guide

Preface
Obtaining Technical Assistance
SCE 1000 2xGBE Release 2.0.10 User Guide
xiv OL-7117-02
Cisco TAC Website
The Cisco TAC website (http://www.cisco.com/tac (http://www.cisco.com/tac)) provides online
documents and tools for troubleshooting and resolving technical issues with Cisco products and
technologies. The Cisco TAC website is available 24 hours a day, 365 days a year.
Accessing all the tools on the Cisco TAC website requires a Cisco.com user ID and password. If
you have a valid service contract but do not have a login ID or password, register at this URL:
http://tools.cisco.com/RPF/register/register.do (http://tools.cisco.com/RPF/register/register.do)
Opening a TAC Case
The online TAC Case Open Tool (http://www. cisco.com/tac/caseopen
(http://www.cisco.com/tac/caseopen)) is the fastest way to open P3 and P4 cases. (Your network is
minimally impaired or you require product information). After you describe your situation, the
TAC Case Open Tool automatically recommends resources for an immediate solution.
If your issue is not resolved using these recommendations, your case will be assigned to a Cisco
TAC engineer.
For P1 or P2 cases (your production network is down or severely degraded) or if you do not have
Internet access, contact Cisco TAC by telephone. Cisco TAC engineers are assigned immediately
to P1 and P2 cases to help keep your business operations running smoothly.
To open a case by telephone, use one of the following numbers:
Asia-Pacific: [phone] (Australia: 1 800 805 227)
EMEA: [phone]
USA: 1 800 553-2447
For a complete listing of Cisco TAC contacts, go to this URL:
http://www.cisco.com/warp/public/687/Directory/DirTAC.shtml
(http://www.cisco.com/warp/public/687/Directory/DirTAC.shtml)
TAC Case Priority Definitions
To ensure that all cases are reported in a standard format, Cisco has established case priority
definitions.
• Priority 1 (P1)—Your network is “down” or there is a critical impact to your business
operations. You and Cisco will commit all necessary resources around the clock to resolve the
situation.
• Priority 2 (P2)—Operation of an existing network is severely degraded, or significant aspects
of your business operation are negatively affected by inadequate performance of Cisco
products. You and Cisco will commit full-time resources during normal business hours to
resolve the situation.
• Priority 3 (P3)—Operational performance of your network is impaired, but most business
operations remain functional. You and Cisco will commit resources during normal business
hours to restore service to satisfactory levels.