Ciscos Technical Assistance Center Jeff Tamer TAC Manager

Cisco’s Technical Assistance Center Jeff Tamer TAC Manager, CA www. cisco. com/tac 1

Mission Statement Remove all barriers to customers’ successful deployment of global networks by understanding their needs and exceeding their expectations. 2

Cisco TAC - The Goals • High customer satisfaction • Fast time to resolution • Proper engineering solutions • Courteous service • Efficient service 3

Global Backbone Services London H Seoul Beijing Brussels Tokyo San Jose RTP, NC Sydney Support Backbone • • 75, 000+ Cases / month 4. 5+ Overall Satisfaction 24 X 7 WW backbone / 140+ languages 1400+ TAC Engineers (400+ CCIE’s) Main TACs Satellite TACs. 4

TAC Technology Teams GCC Hotline : USA +1 800 553 2447 E-Mail : tac@cisco. com Web : www. cisco. com Global Contact Center : • Case Handling • Service Level • Priority • Tech. Description • Contact Details Live Handoff DSL Cable NMS WAN / ACCESS Voice / AVVID Network Scalability Routing Protocols Campus Switching Wireless / Optical IBM WAN Switching LAN Switching SECURITY Phone Q Call-back or E-Mail Reply E S C A L A T I O N CAP DE GPS 5

Customer / Partner Determines Priorities • Priority 1 Production network down Critical impact to business operations 24 hour Cisco and customer commitment No work-around available • Priority 2 Network severely degraded Significant impact to business operations Cisco and customer committed during business hours No work-around available • Priority 3 Network functionality degraded Business operations noticeably impaired Cisco and customer in frequent contact • Priority 4 General assistance Installation, upgrade or configuration assistance General product information 6

Automatic Problem Escalation Elapsed Time Priority 1 (Network Down) 1 Hour TAC Manager 4 Hours TAC Director TAC Manager 24 Hours VP, Cust. Advocacy TAC Director 48 Hours President Priority 2 (Severe Impact) Priority 4 (General Assistance) VP, Cust. Advocacy TAC Manager 72 Hours 96 Hours Priority 3 (Impaired Ops. ) President TAC Director TAC Manager 7

TAC Duty Manager Responsibilities : • • Responsible for all escalations Rotating function between all TAC managers Available 24 x 7 Available in every TAC center, worldwide How to contact the Duty Manager Call the TAC: USA : 1 - 800 -553 -24 Hr Int’l : +1 - 408 -526 -7209 Ask for the Duty Manager 8

Listening to Customers “ Every point of contact… Sets our priorities. • Transactional Surveys ” • Cisco’s Networkers’ Conference • Executive Briefing Center Visits • Customer Site Visits 9

Transactional Survey http: //www. cisco. com/pcgi-bin/front. x/websurvey/survey. cgi? case=A 12345&key=1234567890 CISCO ENGINEER : CASE A 12345 OPENED 06 -JUN-2000 SURVEY SENT 06 -JUN-2000 REPLY 08 -JUN-2000 CUSTOMER : EMAIL : New – Optional Web SITE : Based Bingo PROBLEM DESCRIPTION : (Q 1) Overall handling of case. . . (1 -5) (Q 2) Ease of Access to help. . . . (1 -5) (Q 3) Timeliness of Problem Resolution. . . (1 -5) (Q 4) Communication of Problem Status. . . . (1 -5) (Q 5) Effectiveness of Solution/Information. (1 -5) (Q 6) Technical Expertise of Engineer. . . . (1 -5) (Q 7) Courteous Service. . . . . (1 -5) (Q 8) Part Replacement - Delivery Timeliness(1 -5) (Q 9) Part Replacement - Accuracy of Part. . . (1 -5) (Q 10)Part Replacement - Good working condition. (1 -5) Customer comments stored with the case: Engineer/Manager/Executive notes stored with the case: 10

Cisco TAC Web Site Mission The Technical Assistance Center (TAC) empowers customers by providing an online connection to Cisco’s wealth of knowledge and experience 11

Online Technical Support Benefits • Save time and money • Increase productivity and efficiency • Enhance self-reliance • Increase customer satisfaction and loyalty • Improve your competitive advantage 12

TAC Certification • Signifies that a Cisco TAC engineer created technical content or reviewed (lab checked) content for accuracy and timeliness • Ensures that technical content is refreshed regularly 13

Major Sections of The Cisco TAC Web Site Major Sections: • Top TAC Issues • Product, Technology, and Solution Support Pages • Tool Index • Networking Communities • Contact the TAC • Common Tasks Guided TAC Search Select and Download Software Install and Configure Troubleshoot 14

TAC Home Page 15

Top Issues 16

Product Pages • Hierarchical Design • Find all the information relevant to your Cisco product in one place 17

TAC Technology Pages • Hierarchical Design • Organized for fast, efficient access to critical technical support functions. . . 18

TAC Software • View software requirements by product • Download and go 19

Interactive Search • Natural Language • Interactive Questions • Task Based 20

TAC Troubleshooting Tools Most comprehensive collection of online troubleshooting tools in the industry 21

TAC Output Interpreter 22

Feature Navigator 23

TAC Compatibility Tools Most comprehensive collection of online product compatibility anywhere! 24

TAC Documentation Critical technical information at your fingertips 25

Cisco Live! • Can’t find your solution online? Use Cisco Live! Click here for browser synchronization. . . • Cisco representatives navigate you through the TAC web site by synchronizing browsers 26

Case Escalation Use the web to open a TAC case 27

TAC Web Tools Training www. cisco. com/ tac/ training Online training ensures that you are able to make the best use of the TAC web site! 28

Cyber. Seminars New Resource: • Costs less • Awareness and excitement are growing! • Saves the SE, AM, GSM organizations significant amounts of training time 29

The Newsletter Bringing updates straight to your desktop. 30

We Value Your Feedback • Feedback mechanisms have been built into the TAC web site, allowing customers to provide input on future tool design and technical content 31