Technical Support Reference Guide - Cisco
How to engage with Technical Support Services
SelfService
NonUrgent
Urgent
Online tools and resources
Severity 3 or 4
Tools for questions,
configuration assistance,
case management,
and escalation support
Severity 1 or 2
Phone or Support Case
Manager
Support & Downloads
Tools & Resources
Find products and downloads
Licensing Support
Support Case Manager
Cisco Support Assistant
Service request tool
Status / escalation chat
US: 1-800-553-2447
Europe: +32 2 704 5555
Asia-Pacific: +61 2 8446 7411
Worldwide Support Contacts
? 2023 Cisco and/or its affiliates. All rights reserved. Cisco Public
Support Case Manager
Service request tool
Technology & Support
Community
Hub for connecting
US: 1-800-553-2447
Europe: +32 2 704 5555
Asia-Pacific: +61 2 8446 7411
Worldwide Support Contacts
How to engage with Technical Support Services
Information you need to create
a service request:
? Valid User ID or email
address
? Active support contract number
? Serial number of product (if applicable)
? Problem description and symptoms
with business impact and network
topology
? Output from show tech, show log,
or relevant error message(s)
? Software version and hardware model
? Severity levels S1 ¨C S4 of your case
How to create a service request
? Submit nonurgent Severity 3 and Severity 4 service
requests to Cisco quickly using Support Case Manager.
? Create Severity 1 or Severity 2 service requests
by calling one of the Cisco Worldwide Contact Numbers,
or Severity 2 by Support Case Manager.
? Use Support Case Manager or Cisco Support Assistant
to track or update your service request.
Severity Definitions
Severity 1
Critical impact on business
operations. Cisco hardware,
software, or as-a-service
product is down.
Severity 2
Substantial impact on business
operations. Cisco hardware,
software, or as-a-service
product is degraded.
How to escalate a service request
If you have opened a service request and are not satisfied
with the progress, use the following procedures to escalate:
Severity 3
Minimal impact on business
operations. Cisco hardware,
software or as a service
product is partially degraded.
During the process of working on ?your service
request, make sure to update the case by
sending additional information and
communications to attach@.
? Engage with Cisco Support Assistant and ask to escalate.
? Call one of the Cisco Worldwide Contact Numbers
and ask to speak with a Team Manager or a Duty Manager.
Severity 4
Be sure to include your Service Request Number
in the subject line in order to ensure proper
routing of your files.
? Be prepared to provide your Service Request Number and
a brief description of why you want to escalate.
No impact on business operations.
Features, implementation, or
configuration assistance.
? 2023 Cisco and/or its affiliates. All rights reserved. Cisco Public
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