Solution Support Services

Application Centric Infrastructure (ACI)

Solution

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 Picture
Your Service Thana Segar Vasudevan

Onboarding Service Onboarding Manager

thavasud@cisco.com
Team

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 • Cisco Support Model

Agenda
• ACI Solution Support
• Contacting TAC / Solution Support
• TAC Escalation Process
• Q & A session

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Cisco Support Model

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Technical Services Global Capabilities
Superior, globally consistent services
Expert support serving 180 countries in 17+
languages

AMER EMEAR APJC

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Centralized Support for your
Solution Environment
Whether you have an issue with a Cisco
product or one from a solution partner,
just call us.
Cisco We centralize support through our solution
Solution experts who own your case from first call 
Support resolution.
Your complex issues are solved on average
43% faster than with product support alone .

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 What You Get From Solution Support
• Primary point of contact
Your team of Cisco solution experts stays with you to manage
your case from first call to resolution.
• Multivendor coordination
Because of our strong relationships with global solution partners, we
can effectively manage support to best resolve your case.
• Solution expertise
Our deep knowledge about how the solution works as a whole
means we can often resolve issues immediately
• Fast access
Open a case even if you’re not sure you have an issue. There’s
no need to identify your problem before asking for help
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Evolution to Comprehensive Support
Cisco Cisco Cisco Cloud and
Service Features Solution Support Managed Services
Product Support

Global 24x7 product-level technical support

24-hour access to Cisco online resources

Hardware replacement (2-hr, 4-hr, next business day options)

Access to Cisco product related operating system software updates and upgrades

Proactive diagnostics and immediate alerts on devices enabled with Smart Call Home

Comprehensive, web-based user community for self-service support of smart capabilities

• Reactive 24x7 solution-level technical support

• Primary point of contact coordinates between Cisco and solution technology partner IT teams

• Priority access to solution-level engineer experts

• Issue isolation, troubleshooting and resolution for multivendor products across a covered
solution
Quarterly patching of Firmware, Operating System and/or SAP HANA if required

Proactive 24x7 monitoring and management of all components.

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Cisco Solution Support for ACI

Automation

Enterprise
Monitoring

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Contacting TAC - Solution
Support
How It Works ..

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 How Customers, Partners and Cisco
Fit Together

Customer Your partner

contacts transfers your
Customer Cisco® Partner case to Cisco
Cisco TAC
delivers
OR product
support

Customer contacts We deliver

Cisco Solution We coordinate support
us: Cisco.com or
when needed
toll free number Support for ACI
Solution
partners
deliver
You can still contact solution partners for support on your products per your contracts with them. product
support

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How to Initiate a Service Request - Recommended
Options
Specially recommended
for Severity 1 (S1) &
Severity 2 (S2)
• Call the call center at:
Cisco Worldwide Contacts
Hand-off to engineer: You are
required to be in person to hand-
off to a Cisco engineer
• Specify with the key word *ACI
Specially recommended Severity 3 (S3) & Severity 4
for Severity 3 (S3) & (S4) – if needed (not
Severity 4 (S4) recommended)
• Use the Cisco Support Case • Send an email to
Manager: tac@cisco.com
https://tools.cisco.com/Servi
ceRequestTool/scm/mgmt/ca
se
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Opening a Service Request by Phone
When opening a service request by phone, please make sure you have the following
information available:

• Your Cisco.com ID Also recommended:

• Service contract number (******) and
device serial number
• Severity of your service request
• Contact information
• Preferred contact method (email,
phone number)
• Description of the problem you are
experiencing and symptoms
(business effect, technology, and so
on)
• Site information
Cisco Worldwide Contacts
• Network topology, router node name and
software version
• Details of the troubleshooting steps you have
taken and the respective outcome (provide as
much detail as possible)
• Output from show tech command, if applicable or
available, and all relevant output
• Internal help desk number (optional)
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Opening a Service Request by Website
1. Go to www.cisco.com
2. Log in using your Cisco.com ID and
password
3. Select the “Support” option
4. Click on “Contacts/Support Cases” tab
5. Click on “Open or View Cases” button on
the left
6. Click on “+ New Support Case”

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Cisco.com SR Management (1/3)
1

Support Case Type: Not important for Solution support

Severity of Problem: Choose the correct severity
Extende Loss of Service: do you have outage?
Contact me: Select when you want to be called.
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Cisco.com SR Management (2/3)
4

Service Contract: Always use contract Solution Support

contract ****
Use search results to find best product match (based on
contract associations)

4b

Enter device Serial number (if available/known)

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6
Cisco.com SR Management (2/3)

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Cisco.com SR Management (3/3)
7

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Opening a Service Request by Email
When opening a service request by email, include the following details:
• Active service contracts can be used to open a case by emailing Cisco’s Technical Assistance
Center (TAC) at tac@cisco.com
• In the email subject include the following information:
• TAC: <include node name and description of the problem>
• In the email body include the following details:
• Your Cisco.com ID and contact information
(company, name, title, and phone number)
• Serial number (n/a)
• Service contract number
• Severity of your service request
• Description of the problem you are experiencing
and symptoms (business impact, technology, and
so on)

This option is not recommended ..

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 Service Request Severity Definition
• Severity 1 (S1): Your network or environment is down or there is a critical
impact to your business operations. You and Cisco will commit full-time
resources to resolve the situation.
• Severity 2 (S2): Operation of an existing network or environment is
severely degraded, or significant aspects of your business operation are
negatively impacted by unacceptable network or environment
performance. You and Cisco will commit full-time resources during
standard business hours to resolve the situation.

• Severity 3 (S3): Operational performance of your network or environment

is impaired, although most business operations remain functional. You and
Cisco both are willing to commit resources during standard business hours
to restore service to satisfactory levels.

• Severity 4 (S4): Information is required on Cisco product capabilities,

installation, or configuration. There is little or no impact on your business
operations. You and Cisco both are willing to provide resources during
standard business hours to provide information or assistance as requested.

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 Video Tutorial & Reference Documents

 Review the video tutorials or PDF document on how to create a service request
 Video Tutorials:
http://www.cisco.com/web/tsweb/etour/scm/scm-etour.html
http://www.youtube.com/watch?v=_Z2MTkIc8hk
 Useful PDF Document:
http://
www.cisco.com/web/partners/services/resources/tsquickstart/downloads/Global_Techn
ical_Services_Quick_Start_Guide.pdf
http://www.cisco.com/web/tsweb/pdf/TSNL-071813-SCM.pdf

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TAC Escalation Process

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Service Request Progression
• Assigned engineers work on S3/S4 during their work day
• SRs are frequently reviewed by leads for progress
• SRs can be escalated by the engineer, lead, customer or a timer
• SRs can be re-queued to the next available engineer in case of the
engineer is offshift or in a time zone not suitable to your working hours.
• Escalation resources can be engaged at any time

If you are not getting the service/resolution you don‘t hesitate to escalate
Cisco is about customer satisfaction

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 Customer driven SR escalation
• Either contact TAC Case owner or TAC Duty Manager
• If a case needs escalation:
• Call toll free number Cisco Worldwide Contacts and ask for the
Duty Manager
• For any service supply chain delivery issues ask for the
Service Supply Chain Delivery Logistics Duty Manager
• The Duty Manager will assess the problem and assign
additional resources if necessary
• Next Step: Account/Executive/Leadership Level Escalation

* Cisco Worldwide Contacts: http://www.cisco.com/en/US/support/tsd_cisco_worldwide_contacts.html

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Resources

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 Additional Resources
• Review the Cisco® Solution Support for ACI customer at-a-glance
• ACI Support Forum: https://supportforums.cisco.com/community/12206936/application-centric-infrastructure
• Learn more about Cisco Solution Support: http://
www.cisco.com/web/services/portfolio/solutions-support/index.html

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