Quick Reference Guide

Cisco Customer Experience – Quick Reference Guide

For Customers with Expert Care

Prior to raising a new service request Cisco Service Request Severity Definition (Case Severity)
• Be sure to check against previous SRs that may have validated fixes/workarounds in place and/or
known defects fixed in future SW versions Severity Level Recommended Option
• Follow known initial troubleshooting steps and be ready to share steps taken, logs captured, and Your network or environment is down or there is a critical impact to your business
Severity 1
problem description when raising an SR operations. You and Cisco will commit full-time resources to resolve the situation
(S1)
Recommended options to open service requests with Cisco Severity 2 Operation of an existing network or environment is severely degraded or significant
In order to expedite issue resolution and better use your Cisco resources, the following options are (S2) aspects of your business operation are negatively impacted by unacceptable
recommended when opening service requests. network or environment performance. You and Cisco both will commit full-time
resources during standard business hours to resolve the situation.
Smart-bonding is available to T-Mobile and is a preferred method of SR creation.
Severity 3 Operational performance of your network or environment is impaired, although
(S3) most business operations remain functional (no critical business impact). You
Options Details
and Cisco both are willing to commit resources during standard business hours
to restore service to satisfactory levels.
By Website: Open your service request using the online tool (Support Severity 4 Information is required on Cisco product capabilities, installation, or configuration.
Case Manager): https://mycase.cloudapps.cisco.com/case There is little or no impact on your business operations. You and Cisco both are
(S4)
willing to provide resources during standard business hours to provide information or
By Phone: Contact Cisco TAC: +1-800-553-2447 or +1-408-526-7209 to open your service assistance as requested.
request (note: to ensure correct call routing you must identify yourself as [T-Mobile])
Your Cisco High Touch Expert Care Team

Information needed to open a service request Contact Name Role Email Phone Number
• Your Cisco.com ID
• Your support contract number – 205658921 Jacob Swanger HTOM (EST) jswanger@cisco.com (919)-924-9452

Greg McDaniel HTOM (EST) grmcdani@cisco.com (919)-601-3505

Details required when opening a service request
• The severity of your service request (select the correct level using the information provided in Stefan Lund HTOM (CST) stlund@cisco.com (972)-204-8448
this guide)
• Title Format (please use as follows): {TMO-5G + INC# + Node Name + Site location + Error code} Luis Monge HTOM (PST) lmongefa@cisco.com (425)-468-2421
• Description of the problem you are experiencing and symptoms (Timestamp, Quantified ebringue@cisco.com
Eric Bringuel HTOM (PST) (408)-526-8154
Subscriber Impact, technology, any MW/CR activity)
• Details on the initial troubleshooting steps a n d / o r t r i a g e you have taken and the Ricardo Teran HTE (CST) riteran@cisco.com (469)-255-0497
respective outcome (detailed).
• Output/Logs captured which are relevant to the issue/ investigation Cinthia Martinez HTE (PST) cimartin@cisco.com (919)-574-5779

Brody Yohai HTE (EST) byohai@cisco.com (919)-392-7237

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 Quick Reference Guide
Cisco Customer Experience
For Customers with Expert Care

Service Request Management Case Escalation Procedure

• For inquires into any SR please contact the case owner for details If a case is not progressing adequately or the quality of service is not satisfactory, we encourage you
• Use the online Support Case Manager tool to track progress or to update your service requests to escalate the case following the process below.
with notes and attached files. Also, you can use chat with TAC Connect Bot to request an During business hours: (8-6 CST):
update, requeue or escalate SR. Contact your designated HTOM:
• If you need to escalate an SR please follow the steps in the “Case Escalation Procedure” section ● Primary point of escalation for open issues, 5 days a week, during local business
hours. (contact information on slide 1)
Technology + Sub-Technologies
After business hours, weekends or holidays (for Severity 1 or 2/service
Field: Cisco Contract ID impacting issues): Contact your After-Hours Incident Management Team:
•205658921 (Gateway) ● E-mail ah_htom_tm2@cisco.com or call TAC
Frontline at +1-800-553-2447 (worldwide
Field: Product ID (PID) phone numbers:
•CAB-48DC-40A-8AWG https://www.cisco.com/c/en/us/support/web/tsd-cisco-worldwide-contacts.html) and ask
the frontline agent to connect you with the AH IM on shift)
Field: Technology ● Provide the Service Request number
•Mobile Wireless (2G/3G/4G) and Wimax
Cisco Hot Links
Field: Sub Tech ▪ Support Case Manager
•5G Cloud Core – PCF (Policy Only) ▪ TAC Connect Bot
•5G Cloud Core – RCM ▪ Bug Search Tool
•5G Cloud Core – SMF ▪ Return Material Authorization (RMA)
•5G Cloud Core – SMI ▪ Field Notices
•5G Cloud Core - UPF ▪ Security Advisories
•ASR5000/ASR5500 (MME, PGW, SGW, xGW, PDNGW) (QvPC) ▪ POWR Tool (Faulty part return/print shipping labels)
▪ CCO ID creation

HTEC
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