思科tac简介.ppt

Cisco TAC Web SeminarGeneral Overview Agenda Introduction to the Cisco TAC Web Site Case management Navigation Common tasks TAC Web tools Other TAC web resources Conclusion Cisco Technical Assistance Center (TAC) “Follow the sun model”: Australia, San Jose, RTP, Belgium World’s topengineers, 15 years of troubleshooting experience 1500+ Cisco TAC engineers (500+ CCIEs) 3000+ development engineers 4.5+ customersatisfaction rating 1 to 5 Fast access to the technical resources created by Cisco TAC engineers Online at /tac Online technical services available 24x7 Multiple awards for best and most comprehensive support Web site C/tac Metrics TAC Web Site - /tac User Registration Register for a CCO User ID and password Agenda Introduction to the TAC Web Site Case management Navigation Common tasks TAC Web tools Other TAC web resources Conclusion Contact TAC / Check Status Use the online Case Open Tool to open P3/P4 cases Faster routing than same-priority cases opened by phone Auto-suggest feature recommends a solution for your issue Report a security incident Contact the Cisco TAC Check RMA status Use the Warranty Support tool Cisco Live! Contact TAC / Check Status Contact TAC / Check Status Step 2: Enter case details Technology Problem summary Problem description Contact TAC / Check Status Step 3: Review the possible solutions Select an action Contact TAC / Check Status Cisco Live Browser synchronization technology Instant messenger Whiteboard Telnet Application Sharing Requires a Java enabled browser / tac/case open Agenda Introduction to the Cisco TAC Web site Case management Navigation Common tasks TAC Web tools Other TAC web resources Conclusion Top Issues The site answers the most commonly reported customer issues Resources listed here resolve up to 40 to 60 percent of all cases opened Checking here first may save you time Top Issues Solutions to the most common networking problems Segmented by technology Top Issues WAN technol