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Cisco Global Technical Services

Quick Start Guide


June 2009
Global Cisco Technical Services Quick Start Guide

Cisco Global Technical


Services Quick Start Guide
Congratulations on your purchase of a Cisco®
Technical Services contract!
This Technical Services Quick Start Guide is designed to help you quickly find the
information you need to fully use the services to which you’re entitled. These industry-
leading services and support programs can help you proactively maintain network
health and operations.

Please read the following information carefully and keep a copy of this guide for future
reference. If you require additional information, please contact your Cisco account
representative or Cisco reseller. You might want to complete the chart below for ease
of reference.

Your Reseller*
Your Contract Number
Support Start Date
Support End Date
Your Local Technical Assistance
Center Phone Number

*If applicable.
Global Cisco Technical Services Quick Start Guide

Contents
Registering as a New Cisco.com User 4

Updating Your Cisco.com User Profile 6


To Change Your Cisco.com Profile 6

Associating Contract Numbers with Your Cisco.com ID 6

Service Contract Management: Cisco Service Contract Center 7

Viewing the Status and Service Contract 8

Using the Cisco Support Website 9

Creating a Technical Assistance Center Service Request 11


Cisco Severity Level Definitions 12
Creating a Service Request Using the TAC Service Request Tool 12
Using the TAC Service Request Tool with Premium Services 13
Escalating a TAC Service Request 14
• Cisco SMARTnet Service Contract Escalation 15
• High-Touch Operations Management Escalation 15
• High-Touch Technical Support Service 15
Closing a Service Request 15
Setting Up Your Smart Call Home Alert 15

Advance Hardware Replacement: Return Materials Authorizations 16


Dead on Arrival Replacements 18
Tracking RMA Hardware Replacement Status 19
Returning a Failed Part to the Parts Depot 19

Cisco Software Support 20


Downloading Software Application Services Software
Using the Product Upgrade Tool 21
Activating Cisco Unified Communications Software Subscription 22
Updating Signature Files 22

Customer Notification Process 23


Product End-of-Life Announcements 23
Field Notices 24

Product Security Incident Response Team Notifications 24

About This Guide 24

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Global Cisco Technical Services Quick Start Guide

Registering as a New Cisco.com User


To begin using your Cisco service contract, you will need to register a Cisco.com user
profile on Cisco.com.

To register as a new Cisco.com user, you will need:


• An email address that you will use for this account
• This address cannot be associated with more than one Cisco.com profile
• Your service contract number(s)
• You can add additional service contracts to your profile later.
If you do not know your service contract number or partner contract agreement
number, contact your service contract sales representative directly; or send an
email message to web-help@cisco.com. Be sure to include:

• Your organization name


• Address location
• Phone number
• Email address
• Any other important contact information

1. Go to http://tools.cisco.com/RPF/register/register.do.

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Global Cisco Technical Services Quick Start Guide

2. Select the box that identifies you as a service contract holder, a direct purchaser, or
a partner-provided Partner-Initiated Customer Access (PICA) customer.

3. Your Cisco.com user profile will be activated within 24 hours of registration.


4. After you receive your Cisco.com user ID, register all products covered under this
contract with the Cisco Service Contract Center at www.cisco.com/go/cscc. By
linking your contract numbers to your profile, you will be able to view associated
Cisco Technical Assistance Center cases.
5. For a list of frequently asked questions and answers about Cisco.com registration,
go to www.cisco.com/web/help/reg/faq_reg.html#PR2.

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Global Cisco Technical Services Quick Start Guide

Updating Your Cisco.com User Profile


Using your new Cisco.com profile, log-in, and password, you can:
• Update or reset your password and preferences
• Update your contact and organization data
• Request additional access for someone else within your organization
• Add service contract numbers and view their Cisco Technical Assistance Center
cases

To Change Your Cisco.com Profile


1. Log on to www.cisco.com and click “Account” in the top bar. The Profile Manager will
open.
2. To reset your password, go to the password management tab. After you answer the
security questions created during registration, Cisco will send you a link to reset
your password.
3. To add service contract numbers, go to the “Additional Access” tab, click “Obtain
Access to Additional Service Contracts” and, after the prompt enter additional
service contract numbers. Your profile will be updated in approximately six hours.

Associating Contract Numbers with Your Cisco.com ID


To view and manage your contract information online, your service contract number
must be associated with your Cisco.com ID. To register a service contract number to
your Cisco.com ID:

1. Go to the Service Contract Center at www.cisco.com/public/scc.


2. If you are a direct Cisco customer, log in to the “SCC for Direct Partners.” If you
purchase from a partner or distributor, log in to the “SCC for Indirect Resellers and
Distributors.”
3. Rollover the “Administration” tab and click ‘Register Additional Contracts’ in the
secondary menu.

4. On the “Register Additional Contracts” screen verify that your profile information is
correct.

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Global Cisco Technical Services Quick Start Guide

5. If your information is correct, enter the contract numbers you want to register in the
“Enter Contract Number(s)” text box. If any information is incorrect, open a case with
Cisco Service Support Center via the Feedback URL (in the upper right corner
under “Toolkit”).

6. Click “Register” to complete the contract registration.

Service Contract Management: Cisco Service


Contract Center
The Cisco Service Contract Center helps you effectively manage your
service contracts. On this website, you can:
• Verify your service entitlements and contract summary
• Move products between service contracts
• Update your service contract serial numbers after a return materials authorization
(RMA) replacement
• Verify service contract status for multiple serial numbers using the SNIF tool
• Verify installed sites
• Download a full copy of your Cisco service contract

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Global Cisco Technical Services Quick Start Guide

Viewing the Status and Service Contract


1. Go to Cisco Service Contract Center: www.cisco.com/web/partners/services/
resources/cscc/index.html.
2. Enter your user name and password on the left side of the page.
3. After you are directed to the Cisco Service Contract Center page, click the “Log In”
button on the right side of the page.

4. On the new screen, click the “Contracts” button in the middle of the screen to view
contracts associated with your Cisco.com ID. You can also roll over the “Contracts”
tab and click the “Contract Manager” sub-tab to manage contracts.

5. If you need additional help managing your Cisco service contract,


• Click “Open a Case” n the top right hand corner under “Toolkit,” or
• Send an email to cs-support@cisco.com describing your issue.

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Global Cisco Technical Services Quick Start Guide

Using the Cisco Support Website


The Cisco Support Website should be your first stop for technical support issues. This
rich repository of tools, information, and collaborative venues can help you quickly find
answers when you need them, any time of day or night. Employing the same resources
used by the Cisco Technical Assistance Center engineers, 82 percent of all service
issues get resolved through this site.

• To access the Cisco Support Website, open Cisco.com and click the “Support” tab.

Using Advanced Search


1. First, log in with your Cisco.com user name and password.
2. Enter your search criteria in the Search box at the top of the page and click Go.
As you type, you’ll see keyword auto-suggestions. You can also search here for
bug IDs, Cisco Technical Assistance Center service request numbers, and error
messages.
3. When your search results are returned, you have several ways to refine your search.
• Filters on the left of the page let you focus your results on specific area, docu-
ment type, task, or other variable.
• A bread crumb trail at the top of the page shows you which filters you’ve used.
• On the top right of the page, you can sort your results by relevancy or date.

The NetPro Community


The NetPro community is the gathering place for networking professionals to share
questions, suggestions, and get expert advice about networking solutions. You can
easily enter the NetPro Community from the Cisco Support Website home page.

Joining the NetPro Community


1. Log in using your Cisco.com user name and ID.
2. Complete your profile.
3. Join the discussions and “Ask the Expert” sessions.

Cisco Support Wiki


The Cisco Support Wiki facilitates collaborative information sharing in real time. This
is where our global community of partners, customers, and Cisco employees dynami-
cally shares knowledge and insights across a growing range of topics.

Participating in the Cisco Support Wiki


1. Log in using your Cisco.com user name and ID.
2. Once at the Wiki main page, select the technology category of interest.
3. Select the appropriate subcategory.
4. Participate by retrieving and/or contributing knowledge and insights.

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Global Cisco Technical Services Quick Start Guide

Resolving Issues by Selecting a Task


On the Cisco Support home page, several common tasks are grouped under “Select
a Task…” Click the icon associated with the task you need to perform. When prompted,
select your specific product. The available tasks include:

• Download Software
• Configure
• Design
• Troubleshoot
• Install and Upgrade
• Maintain and Operate

Resolving Issues by Product Type


On the Cisco Support home page under “Or View Information by Product Type,” select
the product technology and subcategory you are interested in.

Frequently Used Resources


The Cisco Support Website provides a variety of tools for troubleshooting technical
problems and software issues.

Log in and select from the resources, which include:


• Software Advisor
• Bug Toolkit
• TAC Case Collection
• Error Message Decoder
• Command Lookup Tool
• Output Interpreter
• And other tools and resources

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Global Cisco Technical Services Quick Start Guide

Creating a Technical Assistance Center


Service Request
For customers with current Cisco service contracts, Cisco provides technical support
services 24 hours per day, seven days per week, on the web and over the phone.

To contact the Cisco Technical Assistance Center


1. Contact the Cisco Technical Assistance Center by phone, email, or online with your
service request issue. For a listing of Cisco Technical Assistance Center contact
information, please visit www.cisco.com/techsupport/contacts.

Three Ways to Get Support


1 Email: tac@cisco.com
2 Online: http://tools.cisco.com/ServiceRequestTool/create/
3 Phone: For the contact number list, go to;
Do you Have Your Service www.cisco.com/en/US/support/tsd_cisco_worldwide_contacts.html
Contract Number?
Your service contract number is your 2. Set a severity level based on Cisco severity definitions. (See below)
unique identifier. This number, required 3. If you feel that your service request is not progressing adequately, you can escalate
when you contact Cisco for service the issue to the engineering line manager or team manager first, then the Cisco
request, determines your entitlement Technical Assistance Center duty manager. For more information about escalation
to technical service support for parts procedures, see below.
covered under the contract.
To open a case, you will need:
• Your Cisco service contract number
• Product serial number
• Chassis serial number
• Product model number and its hardware configuration
• Physical location of the product
• Severity level of the issue (see definitions below)

The following information will help expedite your case:


• Meaningful case title stating the problem accurately (permits the assignment of
case to the appropriate technical resources)
• Description of the problem and symptoms (only one per service request)
• History of the problem and troubleshooting
• Network topology and explanation
• Output from “show tech” command (if applicable) and all other relevant output
• Software versions and types of equipment
• Relevant syslog/tacac logs before the issue occurred
• Access to network including dial in numbers, username and password
• Shipping address, phone number and contact (if hardware replacement is
necessary)

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Global Cisco Technical Services Quick Start Guide

Please Note: You should not use the Technical Assistance Center Service Request
Tool for S1 or S2 service requests—if your production network is down or severely
degraded—or if you do not have Internet access, contact the Cisco Technical Assis-
tance Center by telephone. Cisco Technical Assistance Center engineers are
assigned immediately to S1 and S2 service requests to help minimize the effects
on your business operations.

Cisco Severity Level Definitions


To help ensure that all service requests are reported in a standard format, Cisco has
established service request severity definitions.

• Severity 1 (S1): Your network or environment is “down” or there is a critical impact on


your business operations. You and Cisco will commit all necessary resources around
the clock to resolve the situation.
• Severity 2 (S2): Operation of an existing network or environment is severely
degraded, or significant aspects of your business operation are negatively affected.
You and Cisco will commit considerable resources during normal business hours to
resolve the situation.
• Severity 3 (S3): Operational performance of your network or environment is impaired,
while most business operations remain functional. You and Cisco are willing to commit
resources during normal business hours to restore service to satisfactory levels.
• Severity 4 (S4): You require information or assistance with Cisco product capabilities,
installation, or configuration. There is little or no effect on your business operations.

Creating a Service Request Using the TAC Service Request Tool


The fastest way to create S3 and S4 service requests and submit them to the Cisco Technical Assistance
Center is to use the online TAC Service Request Tool. To use the TAC Service Request Tool:

1. Go to www.cisco.com/techsupport/servicerequest.
2. Describe your issue.
3. The TAC Service Request Tool will recommend resources for an immediate solution. Live chat is also
available.
4. If your issue is not resolved through these suggestions or live chat, your service request will be assigned
to a Cisco Technical Assistance Center engineer.
5. At the bottom of the screen, please leave case notes to document relevant case events such as business
impact.
6. You can also attach files after opening the request. Send an email message to attach@cisco.com, with
your nine-digit service request number in the subject line. Your email text and the attachments to the
email will be added to the case.

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Global Cisco Technical Services Quick Start Guide

Using the TAC Service Request Tool with


Premium Services
Cisco offers premium service packages that raise the level of personalization and in-
teraction between you and our technical services organization. If you have purchased
one of these premium services, you will notice an effect on service requests and
service request management.

Premium services include:

• Cisco Focused Technical Support Services


• Cisco Remote Management Services

Cisco High-Touch Operations Management Service


Under the Focused Technical Support Services umbrella, Cisco High-Touch Opera-
tions Management Service provides access to a high-touch operations manager dur-
ing normal business hours for your geography and time zone. The process to submit
a service request using the TAC Service Request Tool remains essentially the same
except the high-touch operations manager will be automatically notified of your case.
The high-touch operations manager will represent you within Cisco’s various technical
support organizations, help ensure proper focus and attention to your requests, and, as
applicable, help drive service issues to a timely resolution.

Cisco High-Touch Technical Support Services


Also under the Focused Technical Support Services offering, Cisco High-Touch Tech-
nical Support provides 24x7 access to a team of highly skilled, senior-level network
specialists who are familiar with your networking environment.

To create a High-Touch Technical Support service request:

1. Go to www.cisco.com/techsupport/servicerequest or contact your local service


representative for your local High-Touch Technical Support call center number.
2. If you call the Cisco Technical Assistance Center to open your service request,
the agent will automatically route your call to the High-Touch Technical Support
call center.
3. To open a case, the High-Touch Technical Support call center agent will ask for your
contract number and basic Cisco.com profile information.
4. Your high-touch operations manager will be notified of your case automatically and
will get involved to expedite issue resolution as appropriate.

Cisco Remote Management Services


With Cisco Remote Management Services, your network is continually monitored, and
any service issues are automatically communicated to the Cisco Remote Management
Services team and populated in a service request. The team monitors the progress
of your service requests to make sure appropriate resources are allocated to timely
resolution.

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Global Cisco Technical Services Quick Start Guide

Escalating a TAC Service Request


Cisco uses an automatic escalation process to make sure appropriate resources are
applied to resolve service requests quickly and accurately. However, some common
issues that can slow down a TAC service request include:

• Information about the problem is missing.


• The severity level was not set appropriately.
• Data, such as traces or logs, has not been forwarded to the engineer.
• The scope or time requirements are not well understood by the engineer.
• The problem cannot be reproduced in the Cisco Technical Assistance Center lab.
• Access to the affected equipment for debugging purposes is not available.

As part of International Standardization Organization (ISO) standards for escalation pro-


cess workflow, the Cisco Technical Assistance Center trouble ticketing system sends
you email alerts if there has been no activity, such as update or status change, on a
service request for the following periods.

Note: Severity 1 alert times are measured in calendar hours—24 hours per day, 7
days per week. Severity 2 alert times correspond with standard business hours.

Severity 1 Severity 2
Network Down Severe Impact
1 Hour

TAC Manager
4 Hours

4 Hours
TAC Director TAC Manager
24 Hours

24 Hours

VP TS
(Joe Pinto) TAC Director
48 Hours

48 Hours

CEO VP TS
John Chambers (Joe Pinto)
96 Hours

CEO
John Chambers

If you feel that progress on your service request or the quality of Cisco Services is not satisfactory, you can
escalate the service request:

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Global Cisco Technical Services Quick Start Guide

Cisco SMARTnet Service Contract Escalation


1. Contact the Cisco Technical Assistance Center by phone. Local phone numbers
are available at www.cisco.com/warp/public/687/Directory/DirTAC.shtml.
2. Ask for the engineering or line manager.
3. Tell the responding manager you want to escalate your request.

High-Touch Operations Management Service Escalation


1. Contact your high-touch operations manager for help with any escalation during
local business hours.
2. Ask your high-touch operations manager to escalate your request.

High-Touch Technical Support Service


During Normal Business Hours
1. Contact your high-touch operations manager.
2. Ask your high-touch operations manager to escalate your request.

Outside of Normal Business Hours


1. Contact the High-Touch Technical Support (HTTS) call center and ask for the HTTS
duty manager.
2. Ask the HTTS duty manager to escalate your request.

Closing a Service Request


1. Log on to www.cisco.com/techsupport/servicerequest.
2. On the Service Request Query Webpage, mark the checkbox “Close Service
Request.”

Setting Up Your Smart Call Home Alert


(Cisco SMARTnet and Cisco SP Base)
• To use Smart Call Home alert on covered devices, your alerts must be set. Go to
www.cisco.com/en/US/products/ps7334/serv_home.html and complete the
“Getting Started” section at the bottom of the website.

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Global Cisco Technical Services Quick Start Guide

Advance Hardware Replacement:


Return Materials Authorizations
To resolve a service request, the Cisco Technical Assistance Center engineer might
determine that replacement of one or more hardware components is necessary.
If so, the engineer will arrange for a replacement part to be shipped to you from a
service depot.

With your Cisco SMARTnet service or SP Base service contract, there are a variety of
advanced replacement delivery timeframe options depending on the option your
organization has chosen and the geographical location of your sites.

Creating an RMA Request


1. Open a service request and then request an RMA with the engineer.
2. Provide the engineer with the following details:
• Name
• Contact phone number
• Cisco.com user ID
• Contact e-mail address
• Service contract number
• Type of service contract (for example, 2-hour or 4-hour part replacement)
• Serial number
• Product type (model number)
• Software version
• Company name
• Equipment location (address)
• Problem description
3. Write down the steps you took to confirm that this is faulty equipment and
needs an RMA.
*Please note: If your shipping address is different than the one listed in the Cisco data-
base, please update the correct site address using the Cisco Service Contract Center
website: www.cisco.com/web/partners/services/resources/cscc/index.html.

The Cisco Technical Assistance Center engineer will confirm the information, validate
the failure, create an RMA, and give you an RMA reference number.

Cisco will ship the RMA product to the location of the faulty product as listed in the
Cisco database for your contract.

4. After you receive your RMA product, close the case by logging on to
www.cisco.com/techsupport/servicerequest and marking the checkbox
“Close Service Request” on the Service Request Query webpage.

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Global Cisco Technical Services Quick Start Guide

5. Go to www.cisco.com/web/partners/services/resources/cscc/index.html and
update the Cisco Service Contract Center (CSCC) database with the serial
number of the new product you received.
6. Select the faulty product serial number and click “Edit Serial Number.”
7. To find a serial number:
a. Log on to the Cisco Product Identification Tool at
http://tools.cisco.com/Support/CPI/index.do.
b. Use one of the following methods to locate your product:
i. Search by product ID or model name
ii. Browse for Cisco model
iii. Copy and paste the output of show command to identify the product
8. Indicate the reason for changing the serial number.
9. Ship the faulty product back to Cisco. RMA products not returned within 10 days
may be invoiced.
Please note: For advanced hardware replacement, Cisco’s contracted response time
begins after the Cisco Technical Assistance Center engineer creates the RMA.

After you have created an RMA and have the RMA number, you can monitor the prog-
ress of it at http://tools.cisco.com/serviceordertools/svostatus.

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Dead on Arrival Replacements


Equipment that fails at first bootup is considered dead on arrival (DOA). There are two
procedures for dead on arrival replacements. The Dead on Arrival Manufacturing pro-
cess is for new equipment that is nonfunctional on arrival. The Dead on Arrival Service
process is for service request or RMA replacement product that fails on arrival.

Dead on Arrival Manufacturing Process


If you purchased the product directly from Cisco or through the Cisco Authorized Re-
marketing Program, you should contact Cisco for a replacement part. If you purchased
the product through a reseller, contact the reseller for further information.

To request a Dead on Arrival Manufacturing replacement:

1. Go to http://tools.cisco.com/ServiceRequestTool/create/ to open a technical


service request and report the defective product.
2. After the Cisco Technical Assistance Center determines the product is DOA
and eligible for new product, a Cisco customer service representative will submit
an RMA.
3. After the RMA is received by Cisco’s customer service team, it will be processed
within 24 to 48 business hours. The Cisco customer service representative will
create a replacement sales order.
4. Return the defective gear to the designated Cisco return depot within 30 days to
avoid being invoiced for the replacement product. The RMA number should be
included on all return packing.
5. You can check the status of the replacement sales order by the Status Tool:
http://tools.cisco.com/qtc/status/tool/action/LoadLandingScreen.

Dead on Arrival Service Process


To request a Dead on Arrival Service replacement:

1. Open a service request with the Cisco Technical Assistance Center.


2. If your previous service request number for the dead on arrival part has not been
closed, you do not need to open another service request. Cisco will use the exist-
ing service request.
3. The Cisco Technical Assistance Center will troubleshoot the problem and autho-
rize a new replacement product.
4. After you’ve received your replacement part, return the dead on arrival product
within 10 days.
5. If you cannot return the part within 10 days, contact your local asset recovery team
for an extension.
For more information on RMAs and DOA replacements, go to www.cisco.com/web/
ordering/cs_info/or3/o32/Return_a_Product/WWRL_HOME.html#2.

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Tracking RMA Hardware Replacement Status


After an RMA has been created, you can track its progress.

1. Go to http://tools.cisco.com/serviceordertools/svostatus/query.do .
2. Verify that the field “Ship Date” in the section “Replacement Parts” is populated.
3. If the “Ship Date” field is empty, verify the field “Status” in the section “Summary”
at the top of the screen. If the RMA status is “Hold,” you can contact a Cisco service
supply chain agent, using the contact phone numbers at the bottom of the
webpage.
4. If the replacement part is sent by a courier that uses a web packet tracking system,
the packet track record is displayed at the bottom of the RMA status webpage in
the section “Replacement Parts.”

Returning a Failed Part to the Parts Depot


After you have received your replacement part, return the failed part within 30 days to
avoid being charged for the new part. To return the faulty part:

1. Send the faulty part to Cisco at the address provided on the service order form. (All
RMA returns should be shipped to Cisco’s central logistics depot in your region.)
2. Return only the original failed parts. Do not return extra memory, accessories, or
power supply cables.
3. Use the box and packaging material that Cisco used to ship the replacement part,
including the original antistatic bags and wrapping.
4. Clearly mark the corresponding RMA number on the outside of the cartons and on
shipping documents.
If you are unable to find the correct address or have any questions about returning
faulty equipment, please send an email to asset-recovery@cisco.com.

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Cisco Software Support

Downloading Operating System Images


Customers with Cisco SMARTnet or SP Base service contracts can download operat-
ing system software directly from the Cisco.com Software Center.

To download OS images:
1. Go to www.cisco.com/kobayashi/sw-center.
2. Select the software product category.
3. Download the required software.

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Downloading Software Application Services Software


Using the Product Upgrade Tool
Unlike OS software, some Cisco software applications require direct purchase from
Cisco or additional service contracts for download. If you have a Cisco Application
Support Services contract, you can download this software through the Software
Center.

To upgrade non-OS software:


1. Go to http://tools.cisco.com/gct/Upgrade/jsp/index.jsp.

2. Click “Launch the Product Upgrade Tool.”


3. Enter the number of your corresponding Application Support Services contract.
4. You will be guided through the five steps of the download process.

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Activating Cisco Unified Communications


Software Subscription
For information about activating your Cisco Unified Communications Software
Subscription, go to www.cisco.com/go/license.

Updating Signature Files


Cisco Services for Intrusion Prevention Systems (IPSs) include:
• Notification of availability of updated signature files (requires subscription to Active Update Notification)
• Access to the signature-file library and new signature files for each registered Cisco IPS solution
• Support for licensed operating system software for each registered Cisco IPS solution; software updates
include maintenance, minor, and major releases

For detailed information on updating signature files, go to www.cisco.com/go/license.

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Customer Notification Process


Product End-of-Life Announcements
Market demands or evolving network technologies can cause a product to reach its
end of life. To help prevent surprises and help ensure service continuity after products
are no longer sold, Cisco has established an end-of-lifecycle process.

Six-Month Notice
Generally, Cisco provides six months’ notice of a product’s end-of-sale date. You can
sign up to receive customized end-of-life notifications for the products you have pur-
chased. Sign up at www.cisco.com/cgi-bin/Support/FieldNoticeTool/field-notice.

Service Continuity
After a product’s end-of-sale date, continued access to the Cisco Technical Assistance
Center will be available for five years for hardware and operating system software
issues and three years for application software issues.

Spare Part Availability


After a product’s end-of-sale date, spares or replacement parts for hardware will be
available for five years. We will provide spares and replacement parts in accordance
with our RMA process.

Software Support
Software support for end-of-sale products is detailed in the following table.

Software Support for End-of-Sale Products

Term Support
1st Year after End Cisco will provide bug fixes, maintenance releases, work-
of Sale arounds, or patches for critical bugs reported using the Cisco
Technical Assistance Center or Cisco.com website.
2nd to 3rd Year Cisco will provide bug fixes, maintenance releases, work-
after End of Sale arounds, or patches for application software. It might be
(Application necessary to use a software upgrade release to correct a
Software) reported problem.
2nd to 5th Year Cisco will provide bug fixes, maintenance releases,
after End of Sale workarounds, or patches for operating system software. It
(Operating System might be necessary to use a software upgrade release to
Software) correct a reported problem.

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Field Notices
Cisco might publish field notices to advise customers of potential issues that might
affect specific hardware and Cisco IOS Software products.

Each field notice gives details of the specific hardware and/or software components
affected, a description of the problem encountered and symptoms, and, where appro-
priate, bug details and workarounds available to mitigate the impact of the problem.

• To receive product-specific advisements of publicly issued field notices, go to


www.cisco.com/cgi-bin/Support/FieldNoticeTool/field-notice and create an
alert profile.
• To view previously published field notices for specific product families, go to
www.cisco.com/public/support/tac/fn_index.html.

Product Security Incident Response Team Notifications


Cisco’s Product Security Incident Response Team (PSIRT) helps improve your
network security through resolution and prevention of security vulnerabilities in
Cisco products, provides specialized support for customer security incidents, and
represents Cisco in the incident response and product security communities.

Cisco’s PSIRT distributes:


• Security advisories for security issues that directly affect Cisco products and action
is necessary to repair the Cisco product.
• Security notices issues that require a response to information posted to a public
forum or recommendations to mitigate general problems affecting network stability.

Go to www.cisco.com/en/US/products/products_security_advisories_listing.html to:

• Get more information about PSIRT’s function and services


• Find the contact to report an Internet security attack
• Report a vulnerability for a Cisco product
• Subscribe to receive proactive notification of new security advisories

About This Guide


If you require additional information, or to help ensure that you have the latest version
of this guide, please contact your Cisco account representative or reseller.

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Americas Headquarters Asia Pacific Headquarters Europe Headquarters
Cisco Systems, Inc. Cisco Systems (USA) Pte. Ltd. Cisco Systems International BV
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Cisco has more than 200 offices worldwide. Addresses, phone numbers, and fax numbers are listed on the Cisco Website at www.cisco.com/go/offices.

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All other trademarks mentioned in this document or website are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (0903R)

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