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Microsoft is not known for accessible telephone support, but Cisco's is exceptional Their Technical Assistance Centers (TACs) are available 24 hours a day, 7 days a week, from any touch-tone telephone
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The quality of support offered by Cisco's Technical Assistance Centers can be attributed to the TAC team of engineers This team is the largest, most highly trained and experienced team of engineers in the industry Many of them have Cisco Certified Internetwork Engineer (CCIE) certification the highest level of industry certification attainable As a result, Cisco TAC engineers offer customers and Cisco Partners a superior level of networking experience There are four TACs, in San Jose, CA; Raleigh, NC; Brussels; and Sydney, Australia These diverse sites collectively offer coverage to Cisco customers worldwide
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Premier Cisco Value Added Resellers (VARs) and Service Providers have access to TAC in order to support their Cisco products in production, the products they are testing, and their products already deployed at customer sites Cisco customers, too, may have access to TAC; they must first purchase a SMARTnet maintenance package for the Cisco product they want supported Following are descriptions of the various SMARTnet maintenance packages SMARTNET ONSITE This package includes 24x7x365 access to Cisco TAC telephone support, with critical problem escalation (this consists of telephone callback within one hour by the TAC for all hardware, configuration, and software problems from 9:00 am to 5:00 pm local time, Monday through Friday, excluding Cisco-observed holidays) In addition, this package provides a field engineer to install advance replacement hardware parts for the customer The customer defines (and purchases) response time in one of the following categories: 8x5xNext Business Day (request must be received by 3:00 pm for next business day service) 8x5x4 (within four hours, Monday through Friday, 9:00 am to 5 pm) 24x7x4 (within four hours, 7 days a week, 24 hours a day)
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CISCO ADVANCE REPLACEMENT This SMARTnet package allows an individual to receive expedited service when a part fails It includes one telephone-based technical support incident from the TAC In addition, it includes the following: One year cost-effective replacements for Cisco equipment Speedy hardware replacement Guest access to Cisco Connection Online (CCO) for one year
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Table D-2 lists contact information for qualified Cisco TAC users Table D-2: Telephone Access to Cisco TAC
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Telephone Number
Asia-Pacific Australia China
61-2-8448-7107 1-800-805-227 Mandarin: 10810, then 800-501-2306 English: 10811, then 800-501-2306 In-country TAC support: 800-810-8886
Europe France Hong Kong India Indonesia Japan
32-2-778-4242 0800-90-75-94 800-96-5910 000-117, then 888-861-6453 001-800-61-838 0066-33-800-926 In-country TAC Partners: 0120-086771
Korea
00798-611-0712: Seoul 00-911, then 888-861-5164
Malaysia New Zealand North America
1-800-805-880 0800-44-6237 800 553-2447 1-408-526-7209
Philippines Singapore Taiwan
1-800-611-0056 800-6161-356 0080-61-1206
Thailand UK
00-800-611-0754 0800-960-547
Qualified users can also obtain technical assistance through e-mail, as listed in Table D-3 Table D-3: E-mail Access to Cisco TAC
Language
E-mail Address
English/Spanish Hanzi (Chinese) Kanji (Japanese) Hangul (Korean) Thai
Tac@ciscocom Chines-tac@ciscocom Japan-tac@ciscocom Korea-tac@ciscocom Thai-tac@ciscocom
TAC Information Requirements
In order to obtain technical assistance from the TAC, be prepared to provide the following information: Cisco maintenance contract number for the site of the problem (required for Cisco maintenance customers) Serial number of problem hardware/software Purchase order number Company name Contact name Physical location of equipment Telephone number E-mail address Model number of unit experiencing the problem Accurate description and priority of problem priority The TAC engineer will assign a case number to your call Record this case number for any future references to the case The report is then routed to the Customer Engineering Response Team for resolution After the service has been delivered, the Customer Engineer will confirm with you that the problem is resolved and close the case The Online Cisco TAC is located at http://wwwciscocom/kobayashi/support/ helpshtml For more information on TAC, go to http://wwwciscocom/kobayashi/ support/tac_wphtm
Cisco Connection Online (CCO)
Cisco Connection Online (CCO), the Cisco Internet Web site, enables customers and partners to
access interactive Web-based applications that provide immediate, open access to Cisco information, resources, and systems This support and information is available 24 hours a day, seven days a week Figure D-5 shows the CCO interface Features of CCO include the following:
Figure D-5: Cisco's portal to its information stores On-demand access to Cisco information, service and support resources, and systems The latest downloadable upgrades, Cisco software registration Assistance with design, implementation, and support of Cisco technologies through the comprehensive suite of Internet Technical Support Applications A variety of online commerce transactions, including purchase of Cisco networking products, services, merchandise, training kits and modules, brochures, and technical documents
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