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Cisco Support

Opening Cases with Cisco TAC

When contacting the Cisco TAC (800-553-2447) please have the following information available:

  • Contract Number
    • SMARTnet Onsite 7x24x4
    • SMARTnet 7x24x4
    • SMARTnet 8x5xNBD
    • SMARTnet ESW
  • Company Name
  • Contact Name
  • Phone Number
  • Model and serial number of the unit you are calling about

Severity Levels – Cisco has four severity levels for TAC calls.

  • Cisco Severity 1: Network Down Emergency

    Cisco and the customer will commit any necessary resources "around the clock" to resolve the situation.

    Call the Cisco TAC at 800-553-2447 and articulate that a P1 case needs to be initiated. Please have the following available:

    Provide an accurate description of the problem and articulate the Severity Level (1) to the TAC engineer. Stay on the line to be connected to an engineer. If you require further escalation, please request to speak to an Escalation Engineer or the Duty Manager, as applicable.

  • Cisco Severity 2: Network Severely Degraded

    Cisco and the customer will commit full-time resources during "customer’s normal business hours" to resolve the situation.

    Call the Cisco TAC at 800-553-2447 and articulate that a P2 case needs to be initiated.

    Provide an accurate description of the problem and articulate the Severity Level (2) to the TAC engineer. Stay on the line to be connected to an engineer. If you require further escalation, please request to speak to an Escalation Engineer or the Duty Manager.

Severity Level 1 and 2 cases require the customer be available for a live hand-off to a Cisco engineer. Please do not use e-mail or Cisco.com to submit Severity 1 or Severity 2 problems. If a case has already been submitted, call the Cisco TAC to escalate the case to a Severity 1 or Severity 2 level. If you require further escalation, please request to speak to the Escalation Engineer or Duty Manager.

  • Cisco Severity 3: Network Performance Degraded (Default Priority)

    Cisco and the customer are willing to commit resources during normal business hours to restore service to satisfactory levels.

  • Cisco Severity 4: Information or Assistance Requested

    Cisco and the customer are willing to provide resources during normal business hours to provide information or assistance as requested.

You may open a Severity Level 3 or 4 case in one of the following ways:

Web: www.cisco.com
E-mail: tac@cisco.com
Phone: 800-553-2447

Issues related to "Acts of God" (i.e. lightening, floods, etc.)

If a piece of equipment is damaged by an "Act of God," it is not covered under the regular service contract. Cisco will respond by best effort to ensure network connectivity is restored.

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