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Cisco Global Technical ServicesQuick Start Guide
June 2009
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Cisco Global TechnicalServices Quick Start GuideCongratulations on your purchase o a CiscoTechnical Services contract!
This Technical Services Quick Start Guide is designed to help you quickly nd the
inormation you need to ully use the services to which youre entitled. These industry-leading services and support programs can help you proactively maintain network
health and operations.
Please read the ollowing inormation careully and keep a copy o this guide or uture
reerence. I you require additional inormation, please contact your Cisco account
representative or Cisco reseller. You might want to complete the chart below or ease
o reerence.
Your Reseller*
Your Contract Number
Support Start Date
Support End Date
Your Local Technical Assistance
Center Phone Number
*I applicable.
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Global Cisco Technical Services Quick Start Guide
ContentsRegistering as a New Cisco.com User 4
Updating Your Cisco.com User Profle 6
To Change Your Cisco.com Prole 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 Denitions 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 15Closing 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 Sotware Support 20
Downloading Sotware Application Services Sotware
Using the Product Upgrade Tool 21
Activating Cisco Unied Communications Sotware Subscription 22
Updating Signature Files 22
Customer Notifcation Process 23
Product End-o-Lie Announcements 23
Field Notices 24
Product Security Incident Response Team Notifcations 24
About This Guide 24
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Registering as a New Cisco.com UserTo begin using your Cisco service contract, you will need to register a Cisco.com user
prole 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 prole
Your service contract number(s)
You can add additional service contracts to your prole later.
I 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 [email protected]. 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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2. Select the box that identies you as a service contract holder, a direct purchaser, or
a partner-provided Partner-Initiated Customer Access (PICA) customer.
3. Your Cisco.com user proile will be activated within 24 hours o registration.
4. Ater you receive your Cisco.com user ID, register all products covered under thiscontract with the Cisco Service Contract Center at www.cisco.com/go/cscc . By
linking your contract numbers to your prole, you will be able to view associated
Cisco Technical Assistance Center cases.
5. For a list o requently asked questions and answers about Cisco.com registration,
go to www.cisco.com/web/help/reg/aq_reg.html#PR2.
http://www.cisco.com/go/cscchttp://www.cisco.com/web/help/reg/faq_reg.html#PR2http://www.cisco.com/web/help/reg/faq_reg.html#PR2http://www.cisco.com/go/cscc -
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Updating Your Cisco.com User Proile
Using your new Cisco.com prole, 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 Prole
1. Log on to www.cisco.com and click Account in the top bar. The Prole Manager will
open.
2. To reset your password, go to the password management tab. Ater 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, ater the prompt enter additional
service contract numbers. Your prole will be updated in approximately six hours.
Associating Contract Numbers with Your Cisco.com ID
To view and manage your contract inormation 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. I you are a direct Cisco customer, log in to the SCC or Direct Partners. I you
purchase rom a partner or distributor, log in to the SCC or 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 veriy that your prole inormation is
correct.
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5. I your inormation 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 eectively 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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Viewing the Status and Service Contract1. 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 let side o the page.
3. Ater you are directed to the Cisco Service Contract Center page, click the Log In
button on the right side o the page.
4. On the new screen, click the Contracts button in the middle o 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. I 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 [email protected] describing your issue.
http://www.cisco.com/web/partners/services/resources/cscc/index.htmlhttp://www.cisco.com/web/partners/services/resources/cscc/index.htmlmailto:[email protected]:[email protected]://www.cisco.com/web/partners/services/resources/cscc/index.htmlhttp://www.cisco.com/web/partners/services/resources/cscc/index.html -
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Using the Cisco Support Website
The Cisco Support Website should be your rst stop or technical support issues. This
rich repository o tools, inormation, and collaborative venues can help you quickly nd
answers when you need them, any time o day or night. Employing the same resources
used by the Cisco Technical Assistance Center engineers, 82 percent o 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 o the page and clickGo.
As you type, youll see keyword auto-suggestions. You can also search here or
bug IDs, Cisco Technical Assistance Center service request numbers, and error
messages.
3. When your search results are returned, you have several ways to rene your search.
Filters on the left of the page let you focus your results on specic area, docu-
ment type, task, or other variable.
A bread crumb trail at the top of the page shows you which lters youve 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 or networking proessionals to share
questions, suggestions, and get expert advice about networking solutions. You can
easily enter the NetPro Community rom the Cisco Support Website home page.
Joining the NetPro Community
1. Log in using your Cisco.com user name and ID.
2. Complete your prole.
3. Join the discussions and Ask the Expert sessions.
Cisco Support Wiki
The Cisco Support Wiki acilitates collaborative inormation sharing in real time. This
is where our global community o partners, customers, and Cisco employees dynami-
cally shares knowledge and insights across a growing range o 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 o interest.
3. Select the appropriate subcategory.
4. Participate by retrieving and/or contributing knowledge and insights.
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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 perorm. When prompted,
select your specic product. The available tasks include:
Download Software
Congure
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 o tools or troubleshooting technical
problems and sotware issues.
Log in and select rom 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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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 o Cisco Technical Assistance Center contact
inormation, please visit www.cisco.com/techsupport/contacts.
2. Set a severity level based on Cisco severity denitions. (See below)
3. I you eel that your service request is not progressing adequately, you can escalate
the issue to the engineering line manager or team manager rst, then the Cisco
Technical Assistance Center duty manager. For more inormation about escalation
procedures, see below.
To open a case, you will need:
Your Cisco service contract number
Product serial number
Chassis serial number
Product model number and its hardware conguration
Physical location of the product
Severity level of the issue (see denitions below)
The ollowing inormation 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)
Do you Have Your Service
Contract Number?
Your service contract number is your
unique identifer. This number, required
when you contact Cisco or service
request, determines your entitlement
to technical service support or parts
covered under the contract.
Three Ways to Get Support
1Email: [email protected]
2Online: http://tools.cisco.com/ServiceRequestTool/create/
3Phone: For the contact number list, go to;
www.cisco.com/en/US/support/tsd_cisco_worldwide_contacts.html
http://www.cisco.com/techsupport/contactsmailto:[email protected]://tools.cisco.com/ServiceRequestTool/create/http://www.cisco.com/en/US/support/tsd_cisco_worldwide_contacts.htmlhttp://www.cisco.com/en/US/support/tsd_cisco_worldwide_contacts.htmlhttp://tools.cisco.com/ServiceRequestTool/create/mailto:[email protected]://www.cisco.com/techsupport/contacts -
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Please Note: You should not use the Technical Assistance Center Service Request
Tool or S1 or S2 service requestsi your production network is down or severely
degradedor i 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 Deinitions
To help ensure that all service requests are reported in a standard ormat, Cisco has
established service request severity denitions.
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.
Severity2(S2):Operation o an existing network or environment is severely
degraded, or signicant aspects o your business operation are negatively aected.
You and Cisco will commit considerable resources during normal business hours to
resolve the situation.
Severity3(S3):Operational perormance o your network or environment is impaired,
while most business operations remain unctional. You and Cisco are willing to commit
resources during normal business hours to restore service to satisactory levels.
Severity4(S4): You require inormation or assistance with Cisco product capabilities,
installation, or conguration. There is little or no eect on your business operations.
Creating a Service Request Using the TAC Service Request Tool
The astest 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 or an immediate solution. Live chat is also
available.
4. I 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 o the screen, please leave case notes to document relevant case events such as business
impact.
6. You can also attach les ater opening the request. Send an email message to [email protected], 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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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 o these premium services, you will notice an eect 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 notied o your case.
The high-touch operations manager will represent you within Ciscos 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 oering, Cisco High-Touch Tech-
nical Support provides 24x7 access to a team o highly skilled, senior-level network
specialists who are amiliar 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 or your local High-Touch Technical Support call center number.
2. I 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 or your
contract number and basic Cisco.com prole inormation.
4. Your high-touch operations manager will be notied o 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
o your service requests to make sure appropriate resources are allocated to timely
resolution.
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Severity 1
Network Down
Severity 2
Severe Impact
TAC Manager1
Hour
TAC Director4
Hours
VP TS
(Joe Pinto)24Hours
CEO
John Chambers48
Hours
TAC Manager4
Hours
24
Hours
VP TS
(Joe Pinto)48
Hours
CEO
John Chambers96
Hours
TAC Director
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 workfow, the Cisco Technical Assistance Center trouble ticketing system sends
you email alerts i there has been no activity, such as update or status change, on a
service request or the ollowing periods.
Note: Severity 1 alert times are measured in calendar hours24 hours per day, 7
days per week. Severity 2 alert times correspond with standard business hours.
I you eel that progress on your service request or the quality o Cisco Services is not satisactory, you canescalate the service request:
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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 or 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 or 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 o 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 towww.cisco.com/en/US/products/ps7334/serv_home.html and complete the
Getting Started section at the bottom o the website.
http://www.cisco.com/warp/public/687/Directory/DirTAC.shtmlhttp://www.cisco.com/techsupport/servicerequesthttp://www.cisco.com/en/US/products/ps7334/serv_home.htmlhttp://www.cisco.com/en/US/products/ps7334/serv_home.htmlhttp://www.cisco.com/techsupport/servicerequesthttp://www.cisco.com/warp/public/687/Directory/DirTAC.shtml -
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Advance Hardware Replacement:
Return Materials Authorizations
To resolve a service request, the Cisco Technical Assistance Center engineer might
determine that replacement o one or more hardware components is necessary.
I so, the engineer will arrange or a replacement part to be shipped to you rom a
service depot.
With your Cisco SMARTnet service or SP Base service contract, there are a variety o
advanced replacement delivery timerame 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 ollowing 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 conrm that this is aulty equipment and
needs an RMA.
*Please note: I your shipping address is dierent 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 conrm the inormation, validate
the ailure, create an RMA, and give you an RMA reerence number.
Cisco will ship the RMA product to the location o the aulty product as listed in the
Cisco database or your contract.
4. Ater 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.
http://www.cisco.com/web/partners/services/resources/cscc/index.htmlhttp://www.cisco.com/techsupport/servicerequesthttp://www.cisco.com/techsupport/servicerequesthttp://www.cisco.com/web/partners/services/resources/cscc/index.html -
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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 o the new product you received.
6. Select the aulty product serial number and click Edit Serial Number.
7. To nd a serial number:
a. Log on to the Cisco Product Identication Tool at
http://tools.cisco.com/Support/CPI/index.do.
b. Use one o the ollowing methods to locate your product:
i. Search by product ID or model name
ii. Browse or Cisco model
iii. Copy and paste the output o show command to identiy the product
8. Indicate the reason or changing the serial number.
9. Ship the aulty product back to Cisco. RMA products not returned within 10 days
may be invoiced.
Please note: For advanced hardware replacement, Ciscos contracted response time
begins ater the Cisco Technical Assistance Center engineer creates the RMA.
Ater you have created an RMA and have the RMA number, you can monitor the prog-
ress o it at http://tools.cisco.com/serviceordertools/svostatus.
http://www.cisco.com/web/partners/services/resources/cscc/index.htmlhttp://tools.cisco.com/Support/CPI/index.dohttp://tools.cisco.com/serviceordertools/svostatushttp://tools.cisco.com/serviceordertools/svostatushttp://tools.cisco.com/Support/CPI/index.dohttp://www.cisco.com/web/partners/services/resources/cscc/index.html -
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Dead on Arrival Replacements
Equipment that fails at rst bootup is considered dead on arrival (DOA). There are two
procedures or dead on arrival replacements. The Dead on Arrival Manuacturing pro-
cess is or new equipment that is nonunctional on arrival. The Dead on Arrival Service
process is or service request or RMA replacement product that ails on arrival.
Dead on Arrival Manuacturing Process
If you purchased the product directly from Cisco or through the Cisco Authorized Re-
marketing Program, you should contact Cisco or a replacement part. I you purchasedthe product through a reseller, contact the reseller or ur ther inormation.
To request a Dead on Arrival Manuacturing replacement:
1. Go to http://tools.cisco.com/ServiceRequestTool/create/to open a technical
service request and report the deective product.
2. Ater the Cisco Technical Assistance Center determines the product is DOA
and eligible or new product, a Cisco customer service representative will submit
an RMA.
3. Ater the RMA is received by Ciscos 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 deective gear to the designated Cisco return depot within 30 days to
avoid being invoiced or the replacement product. The RMA number should be
included on all return packing.
5. You can check the status o 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. I your previous service request number or 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. Ater youve received your replacement part, return the dead on arrival product
within 10 days.
5. I you cannot return the part within 10 days, contact your local asset recovery team
or an extension.
For more inormation on RMAs and DOA replacements, go to www.cisco.com/web/
ordering/cs_ino/or3/o32/Return_a_Product/WWRL_HOME.html#2.
http://tools.cisco.com/ServiceRequestTool/create/http://tools.cisco.com/qtc/status/tool/action/LoadLandingScreenhttp://www.cisco.com/web/ordering/cs_info/or3/o32/Return_a_Product/WWRL_HOME.html#2http://www.cisco.com/web/ordering/cs_info/or3/o32/Return_a_Product/WWRL_HOME.html#2http://www.cisco.com/web/ordering/cs_info/or3/o32/Return_a_Product/WWRL_HOME.html#2http://www.cisco.com/web/ordering/cs_info/or3/o32/Return_a_Product/WWRL_HOME.html#2http://tools.cisco.com/qtc/status/tool/action/LoadLandingScreenhttp://tools.cisco.com/ServiceRequestTool/create/ -
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Tracking RMA Hardware Replacement Status
Ater 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 eld Ship Date in the section Replacement Parts is populated.
3. I the Ship Date eld is empty, veriy the eld Status in the section Summary
at the top o the screen. I the RMA status is Hold, you can contact a Cisco service
supply chain agent, using the contact phone numbers at the bottom o the
webpage.
4. I the replacement part is sent by a courier that uses a web packet tracking system,
the packet track record is displayed at the bottom o the RMA status webpage in
the section Replacement Parts.
Returning a Failed Part to the Parts Depot
Ater you have received your replacement part, return the ailed part within 30 days to
avoid being charged or the new part. To return the aulty part:
1. Send the faulty part to Cisco at the address provided on the service order form. (All
RMA returns should be shipped to Ciscos central logistics depot in your region.)
2. Return only the original ailed 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 o the cartons and on
shipping documents.
I you are unable to nd the correct address or have any questions about returning
aulty equipment, please send an email to [email protected].
http://tools.cisco.com/serviceordertools/svostatus/query.domailto:[email protected]:[email protected]://tools.cisco.com/serviceordertools/svostatus/query.do -
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Cisco Sotware Support
Downloading Operating System Images
Customers with Cisco SMARTnet or SP Base service contracts can download operat-
ing system sotware directly rom the Cisco.com Sotware Center.
To download OS images:
1. Go to www.cisco.com/kobayashi/sw-center.
2. Select the sotware product category.
3. Download the required sotware.
http://www.cisco.com/kobayashi/sw-centerhttp://www.cisco.com/kobayashi/sw-center -
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Downloading Sotware Application Services Sotware
Using the Product Upgrade Tool
Unlike OS sotware, some Cisco sotware applications require direct purchase rom
Cisco or additional service contracts or download. I you have a Cisco Application
Support Services contract, you can download this sotware through the Sotware
Center.
To upgrade non-OS sotware:
1. Go to http://tools.cisco.com/gct/Upgrade/jsp/index.jsp.
2. Click Launch the Product Upgrade Tool.
3. Enter the number o your corresponding Application Support Services contract.
4. You will be guided through the ve steps o the download process.
http://tools.cisco.com/gct/Upgrade/jsp/index.jsphttp://tools.cisco.com/gct/Upgrade/jsp/index.jsphttp://tools.cisco.com/gct/Upgrade/jsp/index.jsp -
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Activating Cisco Unied Communications
Sotware Subscription
For inormation about activating your Cisco Unied Communications Sotware
Subscription, go to www.cisco.com/go/license.
Updating Signature Files
Cisco Services for Intrusion Prevention Systems (IPSs) include:
Notication of availability of updated signature les (requires subscription to Active Update Notication)
Access to the signature-le library and new signature les 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 inormation on updating signature les, go to www.cisco.com/go/license.
http://www.cisco.com/go/licensehttp://www.cisco.com/go/licensehttp://www.cisco.com/go/licensehttp://www.cisco.com/go/license -
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Customer Notication Process
Product End-o-Lie Announcements
Market demands or evolving network technologies can cause a product to reach its
end o lie. To help prevent surprises and help ensure service continuity ater products
are no longer sold, Cisco has established an end-o-liecycle process.
Six-Month Notice
Generally, Cisco provides six months notice o a products end-o-sale date. You can
sign up to receive customized end-of-life notications for the products you have pur-chased. Sign up at www.cisco.com/cgi-bin/Support/FieldNoticeTool/eld-notice.
Service Continuity
Ater a products end-o-sale date, continued access to the Cisco Technical Assistance
Center will be available or ve years or hardware and operating system sotware
issues and three years or application sotware issues.
Spare Part Availability
Ater a products end-o-sale date, spares or replacement parts or hardware will be
available or ve years. We will provide spares and replacement parts in accordancewith our RMA process.
Sotware Support
Sotware support or end-o-sale products is detailed in the ollowing table.
Sotware Support or End-o-Sale Products
Term Support
1st Year ater End
o Sale
Cisco will provide bug xes, maintenance releases, work-
arounds, or patches or critical bugs reported using the Cisco
Technical Assistance Center or Cisco.com website.
2nd to 3rd Year
ater End o Sale
(Application
Sotware)
Cisco will provide bug xes, maintenance releases, work-
arounds, or patches or application sotware. It might be
necessary to use a sotware upgrade release to correct a
reported problem.
2nd to 5th Year
ater End o Sale
(Operating System
Sotware)
Cisco will provide bug xes, maintenance releases,
workarounds, or patches or operating system sotware. It
might be necessary to use a sotware upgrade release to
correct a reported problem.
http://www.cisco.com/cgi-bin/Support/FieldNoticeTool/field-noticehttp://www.cisco.com/cgi-bin/Support/FieldNoticeTool/field-noticehttp://www.cisco.com/cgi-bin/Support/FieldNoticeTool/field-notice -
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Field Notices
Cisco might publish eld notices to advise customers o potential issues that might
aect specic hardware and Cisco IOS Sotware products.
Each eld notice gives details o the specic hardware and/or sotware components
aected, a description o the problem encountered and symptoms, and, where appro-
priate, bug details and workarounds available to mitigate the impact o the problem.
To receive product-specic advisements of publicly issued eld notices, go to
www.cisco.com/cgi-bin/Support/FieldNoticeTool/eld-notice and create an
alert prole. To view previously published eld notices for specic product families, go to
www.cisco.com/public/support/tac/n_index.html.
Product Security Incident Response Team Notications
Ciscos Product Security Incident Response Team (PSIRT) helps improve your
network security through resolution and prevention o security vulnerabilities in
Cisco products, provides specialized support for customer security incidents, and
represents Cisco in the incident response and product security communities.
Ciscos 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
orum or recommendations to mitigate general problems aecting network stability.
Go to www.cisco.com/en/US/products/products_security_advisories_listing.html to:
Get more information about PSIRTs function and services
Find the contact to report an Internet security attack
Report a vulnerability for a Cisco product
Subscribe to receive proactive notication of new security advisories
About This GuideI you require additional inormation, or to help ensure that you have the latest version
o this guide, please contact your Cisco account representative or reseller.
http://www.cisco.com/cgi-bin/Support/FieldNoticeTool/field-noticehttp://www.cisco.com/public/support/tac/fn_index.htmlhttp://www.cisco.com/en/US/products/products_security_advisories_listing.htmlhttp://www.cisco.com/en/US/products/products_security_advisories_listing.htmlhttp://www.cisco.com/public/support/tac/fn_index.htmlhttp://www.cisco.com/cgi-bin/Support/FieldNoticeTool/field-notice -
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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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