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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
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Global Cisco Technical Services Quick Start Guide
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.
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Global Cisco Technical Services Quick Start Guide
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”).
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Global Cisco Technical Services Quick Start Guide
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.
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Global Cisco Technical Services Quick Start Guide
• To access the Cisco Support Website, open Cisco.com and click the “Support” tab.
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Global Cisco Technical Services Quick Start Guide
• Download Software
• Configure
• Design
• Troubleshoot
• Install and Upgrade
• Maintain and Operate
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Global Cisco Technical Services Quick Start Guide
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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.
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
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Global Cisco Technical Services Quick Start Guide
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
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Global Cisco Technical Services Quick Start Guide
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.
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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Global Cisco Technical Services Quick Start Guide
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Global Cisco Technical Services Quick Start Guide
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.”
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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Global Cisco Technical Services Quick Start Guide
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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Global Cisco Technical Services Quick Start Guide
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Global Cisco Technical Services Quick Start Guide
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Global Cisco Technical Services Quick Start Guide
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.
Software Support
Software support for end-of-sale products is detailed in the following table.
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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Global Cisco Technical Services Quick Start Guide
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.
Go to www.cisco.com/en/US/products/products_security_advisories_listing.html to:
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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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