To: cisco@localhost, ripe@localhost
From: Hank Nussbacher HANK@localhost
Date: Sun, 21 Mar 93 12:09:24 IST
Resent-date: Tue, 23 Mar 93 07:12:20 +0100
Resent-from: Daniel Karrenberg <Daniel.Karrenberg@localhost
Resent-to: Reseaux IP Europeens ripe-list@localhost
I assume most of you know of this:
>In an effort to improve our responsiveness to service requests
>forwarded via electronic mail, we will be making a series of
>improvements over the coming months. We ask your cooperation and
>assistance in implementing these changes and enhancements. With few
>exceptions they will not require action on your part. They will,
>however, make available to you options that improve the speed and
>accuracy of our response.
>EFFECTIVE IMMEDIATELY Cisco Maintenance customers wishing to open a
>case with the Technical Assistance Center (TAC) should forward their
>requests to TAC@localhost.
>Beginning January 1st, 1993, we cannot guarantee responsiveness to
>other channels, i.e. cs@localhost.
>Electronic mail requests received by TAC@localhost between 8am and 5pm
>Pacific USA will be handled with the same responsiveness as telephone
>requests. Please note that Priority 1 - Network Down requests should
>be telephoned into the TAC for immediate action.
>FORMATTING your email with your service contract number, your name,
>telephone number, a brief one line problem/question description, and a
>case priority as the first 5 lines in your electronic mail will
>improve our responsiveness. For example:
>Cisco service contract number 92snt1234a
>First and last name Jane Doe
>Best number to contact you 415-555-1234
>Problem/question description Cannot see Appletalk zones
>Case Priority 3
>CASE PRIORITIES are defined as one of the following:
>Pri 1 Production network down, critical business impact
>Pri 2 Production net seriously degraded, serious impact
>Pri 3 Network degraded, noticeable impact to business
>Pri 4 General information, non production problems
So we contacted our cisco distributor to get the official TAC number.
They then spoke to a person named Chapman in cisco who informed them
that we can't get one. Overseas customers have to first contact
their distributor/dealer and only through them can the TAC be approached.
This is because in order to speak to the TAC you not only need a
service contract number but also to be something they call
"TAC certified" - which means you know how to report problems to cisco
properly. In order to become TAC certified you have to undertake a cisco
course. My questions are:
- do all USA companies go thru this TAC certification process or is this
just a European requirement?
- Has any European cisco user encountered this problem and what have
you done to be able to speak to the TAC directly?