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Black Belt Program - TAC Best Practices Support - Quiz

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1 What is the best option to engage TAC for a Severity 1 or 2 issue? edit
Call the TAC Toll free number to open Severity 1 or 2 Service Request based on the business impact/urgency

Send an email to tac@cisco.com

Engage the account team

Raise the severity in the Support Case Manager tool via www.cisco.com

2 What are the expectations of the Partner on a Severity 1 service request with TAC? (select all that apply) edit
Commit all available resources to resolve the issue together with TAC

Own the communication with the end customer

Perform level 2 troubleshooting with the customer before contacting TAC

Call my Partner Account Manager 24x7

3 My engineer is off-shift based on the office hours in his/her signature and I need urgent support now. What should I do to get immediate assistance? edit
Engage my account manager

Call the TAC Toll Free number to requeue the case

Email my engineer

Log in to Support Case Manager and raise the severity

4 How does email communications with the TAC get captured in the Service Request? edit
Ask CSE to add

cc: attach@cisco.com

cc: tac@cisco.com

Contact Lead

Via SCM

5 What are the expectations of a Cisco Partner under the Collaborative Partner Support Service model? (select all that apply) edit
Level 1 and 2 troubleshooting

Single point of contact for the customer

Escalation point for the customer when Cisco is engaged

Partner connects TAC engineer with end customer then disengages

All the above

6 Where can I find Cisco tools and resources for log analysis and troubleshooting? edit
Ask your Partner Account Manager

Support Case Manager

Cisco Support & Downloads page

Call Cisco Customer Service

7 Select the Severity Level for a Network Severely Degraded or aspects of the end users business is negatively impacted. edit
Severity 1

Severity 2

Severity 3

Severity 4

8 Select the Severity Level for operational performance of the Network or Environment is impaired, although most business operations remain functional. edit
Severity 1

Severity 2

Severity 3

Severity 4

9 What are the responsibilities for a partner before engaging TAC? (select all that apply) edit
Research product documentation, field notices and release notes for caveats

Collect all the relevant logs

Clearly scope the problem statement, business impact and urgency

None, because TAC engineer can login to the customers network to collect the logs

Document the troubleshooting steps already taken

10 Who is the single point of contact available 24/7 for escalation if your TAC Service Request is not progressing in timely manner? edit
TAC engineer

TAC manager

TAC Duty Manager

Account team

11 You need help answering a design question. Where can you go for help? (Select all that apply) edit
TAC Duty manager

Partner SE

TAC engineer

Cisco Support Community

TAC Manager

12 Who is the single point of contact for customer initiated escalation in Collaborative Partner Support Service? edit
The Partner

Duty Manager

TAC Engineer

Partner Account manager

13 You are concerned that your Service Request is not progressing and/or technical ability of the TAC engineer. What is the TAC escalation process? (select all that apply) edit
Reiterate the business impact/urgency with TAC engineer and discuss how to prioritise

Call the TAC toll free number, enter your Service Request number and request to speak to the TAC Duty Manager

Call your Partner Account Manager

Ask your TAC engineer to put you through their Manager

14 I’ve sent a response to the engineer this morning and I still have not received a reply. How can I check if the TAC engineer is on-shift? (select all that apply) edit
Look at the engineer’s email signature for his/her working hours

Call the TAC toll free number and ask to talk to your engineer

Email the TAC again

Call your Partner Account Manage

15 What is the best practice for the number of issues per Service Request? edit
One

Two

Three

Four

16 You can contact “Cisco TAC” for what type of support? edit
Design Solutions

Technical problem solving (eg. Troubleshooting, configuration examples, etc.)

Proof of Concept testin

All of the above

17 Select the Severity Level for a Production Network Down issue where there is critical impact to the end users business operations. edit
Severity 1

Severity 2

Severity 3

Severity 4

18 What do I take into account when determining Service Request severity level? edit
Availability of my customer to work on the issue

My availability to work on my customer’s issue with Cisco TAC

Business impact

Technical complexity

All of the above

19 When should I call Cisco TAC to requeue a Service Request? edit

Need support on a different technology

Engineer is unavailable and urgent response is required

You need login details for your device

You need to escalate the case

20 If the partner is unresponsive, TAC will proceed to close the Service Request after ... ? edit
3 email/phone attempts over 3 calendar weeks

3 email/phone attempts over 2 calendar weeks

SR cannot be closed without customer agreement

2 email/phone attempts over 2 weeks

21 You are working with a TAC engineer on an existing Service Request but your customer is unhappy because the same issue reoccurred and is impacting their business. What are the different ways to escalate the Service Request? (select all that apply) edit
Ask TAC engineer to raise the case severity

Speak to TAC engineer’s Manager or TAC Duty Manager

Auto escalate

Requeue the Service Request

Open a new Service Reques

22 Who is the single point of contact available 24/7 for partner initiated escalation? edit
TAC Duty Manager

TAC Engineer

TAC team Lea

TAC Manager

23 What will help expedite resolution of my Service Request? (Select all that apply) edit
Meaningful case title, accurate problem description, chronological order of events

Network Topology with clear labels and Explanation

Hardware & Software versions

Relevant logs

None of the above

24 What information is needed when opening a Service Request with TAC? edit
Clear problem description

Business impact/urgency

Serial number and contract number

Relevant logs, software and hardware versions

Troubleshooting done

All the above

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