Cisco Technical Assistance Center TAC TAC Service Request

Cisco Technical Assistance Center (TAC) TAC Service Request Tool Overview Session Number Presentation_ID © 2003 Cisco Systems, Inc. All rights reserved. 1

Agenda • Introduction • Terminology Changes • Navigating to the TAC Service Request Tool • Creating a Service Request • Summary Presentation_ID © 2003 Cisco Systems, Inc. All rights reserved. 2

Introduction • The TAC Service Request Tool will replace the TAC Case Open Tool and the TAC Case Query Tool. • Enhancements: Clearer, shorter steps for creating Service Requests Ability to use a serial number instead of a contract number Potential solutions suggested immediately after you enter the problem description • The processes for querying and updating Service Requests will not change. Presentation_ID © 2003 Cisco Systems, Inc. All rights reserved. 3

Agenda • Introduction • Terminology Changes • Navigating to the TAC Service Request Tool • Creating a Service Request • Summary Presentation_ID © 2003 Cisco Systems, Inc. All rights reserved. 4

Terminology Changes As part of the enhancements, some of the terms related to opening and managing technical support issues will change: • “Case” will change to “Service Request” • “Priority” will change to “Severity” • “Contract Type” will change to “Service Line” Presentation_ID © 2003 Cisco Systems, Inc. All rights reserved. 5

Agenda • Introduction • Terminology Changes • Navigating to the TAC Service Request Tool • Creating a Service Request • Summary Presentation_ID © 2003 Cisco Systems, Inc. All rights reserved. 6

Cisco. com Website • Remember to log in. • Select Technical Support from the menu. Presentation_ID © 2003 Cisco Systems, Inc. All rights reserved. 7

Cisco Technical Support Website • Select one of the links to open or query a Service Request. Presentation_ID © 2003 Cisco Systems, Inc. All rights reserved. 8

TAC Service Request Tool • Create or query your Service Requests from this page. Presentation_ID © 2003 Cisco Systems, Inc. All rights reserved. 9

Agenda • Introduction • Terminology Changes • Navigating to the TAC Service Request Tool • Creating a Service Request • Summary Presentation_ID © 2003 Cisco Systems, Inc. All rights reserved. 10

Creating a Service Request • Click the Create a new TAC Service Request link to begin the process. Presentation_ID © 2003 Cisco Systems, Inc. All rights reserved. 11

Problem Definition • Choose options that most closely match your technical support issue. Presentation_ID © 2003 Cisco Systems, Inc. All rights reserved. 12

TAC Recommended Solutions • These resources may help resolve your issue immediately. • Tell us if the solutions helped you or if you need to create a Service Request. Presentation_ID © 2003 Cisco Systems, Inc. All rights reserved. 13

Contact Information • Tell us how to contact you for this Service Request. • Tell us if you would like an e-mail confirming this Service Request. Presentation_ID © 2003 Cisco Systems, Inc. All rights reserved. 14

Service Entitlement Using a Serial Number • Provide either a serial number or a contract number. • Note: a serial number reduces the number of steps in creating a Service Request. Presentation_ID © 2003 Cisco Systems, Inc. All rights reserved. 123456 15

Service Entitlement • Click Accept if correct. Serial Number Results • Or, click the edit link to make any changes. Your product information Presentation_ID © 2003 Cisco Systems, Inc. All rights reserved. 16

Service Entitlement • If you don’t have a serial number available, select your contract from the list. Presentation_ID Using a Contract © 2003 Cisco Systems, Inc. All rights reserved. 17

Service Entitlement • Select the correct product installation location, if available. Contract Number Results - 1 • Use Search within this Contract for help narrowing the list. Presentation_ID © 2003 Cisco Systems, Inc. All rights reserved. 18

Service Entitlement • Select the correct product family, if available. Contract Number Results - 2 • Use Search within this Site for help narrowing the list. Presentation_ID © 2003 Cisco Systems, Inc. All rights reserved. 19

Service Entitlement Contract Number Results - 3 • Select the correct product, if available. • Use Search within this Product Family for help narrowing the list. Presentation_ID © 2003 Cisco Systems, Inc. All rights reserved. 20

Service Entitlement Contract Number Results - 4 • Click Accept if correct. • Or, click an edit link to make any changes. Your entitlement information Presentation_ID © 2003 Cisco Systems, Inc. All rights reserved. 21

Add Details • Add more information for your TAC engineer. • Enter your company’s Helpdesk Tracking # to link it to your Cisco Service Request. We are trying to set up our PIX firewall for failover and need assistance. 121212 • Enter additional information if you are a Partner. Presentation_ID © 2003 Cisco Systems, Inc. All rights reserved. 22

Confirmation • Review the information that will be used to create your Service Request. • Use the edit links if you need to make any changes. Presentation_ID © 2003 Cisco Systems, Inc. All rights reserved. 23

File Upload (Optional) • Attach up to three files at a time to your Service Request, if you wish. • Browse to select the file from your computer. • Enter individual comments with each file you attach. Presentation_ID © 2003 Cisco Systems, Inc. All rights reserved. 24

Service Request Created • Your Service Request number is shown on the last page. • Service Request numbers now include 9 numerical digits starting with “ 6”. Presentation_ID © 2003 Cisco Systems, Inc. All rights reserved. 25

Agenda • Introduction • Terminology Changes • Navigating to the TAC Service Request Tool • Creating a Service Request • Summary Presentation_ID © 2003 Cisco Systems, Inc. All rights reserved. 26

Summary • The TAC Service Request Tool will replace the TAC Case Open Tool and the TAC Case Query Tool. • Some of the terms related to opening and managing technical support cases will change: “Case” will change to “Service Request” “Priority” will change to “Severity” “Contract Type” will change to “Service Line” • Using a serial number reduces the number of steps in creating a Service Request. • For questions on these enhancements, please send an e -mail to info_ciscoc 3@cisco. com. Presentation_ID © 2003 Cisco Systems, Inc. All rights reserved. 27