Global Technical Services Quick Start Guide

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Cisco Global Technical ServicesQuick Start Guide

June 2009


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Cisco Global TechnicalServices Quick Start GuideCongratulations on your purchase o a CiscoTechnical Services contract!

This Technical Services Quick Start Guide is designed to help you quickly nd the

inormation you need to ully use the services to which youre entitled. These industry-leading services and support programs can help you proactively maintain network

health and operations.

Please read the ollowing inormation careully and keep a copy o this guide or uture

reerence. I you require additional inormation, please contact your Cisco account

representative or Cisco reseller. You might want to complete the chart below or ease

o reerence.

Your Reseller*

Your Contract Number

Support Start Date

Support End Date

Your Local Technical Assistance

Center Phone Number

*I applicable.

Global Cisco Technical Services Quick Start Guide


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ContentsRegistering as a New Cisco.com User 4

Updating Your Cisco.com User Profle 6

To Change Your Cisco.com Prole 6

Associating Contract Numbers with Your Cisco.com ID 6

Service Contract Management: Cisco Service Contract Center 7

Viewing the Status and Service Contract 8

Using the Cisco Support Website 9

Creating a Technical Assistance Center Service Request 11

Cisco Severity Level Denitions 12

Creating a Service Request Using the TAC Service Request Tool 12

Using the TAC Service Request Tool with Premium Services 13

Escalating a TAC Service Request 14

Cisco SMARTnet Service Contract Escalation 15

High-Touch Operations Management Escalation 15

High-Touch Technical Support Service 15Closing a Service Request 15

Setting Up Your Smart Call Home Alert 15

Advance Hardware Replacement: Return Materials Authorizations 16

Dead on Arrival Replacements 18

Tracking RMA Hardware Replacement Status 19

Returning a Failed Part to the Parts Depot 19

Cisco Sotware Support 20

Downloading Sotware Application Services Sotware

Using the Product Upgrade Tool 21

Activating Cisco Unied Communications Sotware Subscription 22

Updating Signature Files 22

Customer Notifcation Process 23

Product End-o-Lie Announcements 23

Field Notices 24

Product Security Incident Response Team Notifcations 24

About This Guide 24


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Registering as a New Cisco.com UserTo begin using your Cisco service contract, you will need to register a Cisco.com user

prole on Cisco.com.

To register as a new Cisco.com user, you will need:

An email address that you will use for this account

This address cannot be associated with more than one Cisco.com prole

Your service contract number(s)

You can add additional service contracts to your prole later.

I you do not know your service contract number or partner contract agreement

number, contact your service contract sales representative directly; or send an

email message to [email protected]. Be sure to include:

Your organization name

Address location

Phone number

Email address

Any other important contact information

1. Go to http://tools.cisco.com/RPF/register/register.do .
mailto:[email protected]:[email protected]://tools.cisco.com/RPF/register/register.dohttp://tools.cisco.com/RPF/register/register.domailto:[email protected]


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2. Select the box that identies you as a service contract holder, a direct purchaser, or

a partner-provided Partner-Initiated Customer Access (PICA) customer.

3. Your Cisco.com user proile will be activated within 24 hours o registration.

4. Ater you receive your Cisco.com user ID, register all products covered under thiscontract with the Cisco Service Contract Center at www.cisco.com/go/cscc . By

linking your contract numbers to your prole, you will be able to view associated

Cisco Technical Assistance Center cases.

5. For a list o requently asked questions and answers about Cisco.com registration,

go to www.cisco.com/web/help/reg/aq_reg.html#PR2.
http://www.cisco.com/go/cscchttp://www.cisco.com/web/help/reg/faq_reg.html#PR2http://www.cisco.com/web/help/reg/faq_reg.html#PR2http://www.cisco.com/go/cscc


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Updating Your Cisco.com User Proile

Using your new Cisco.com prole, log-in, and password, you can:

Update or reset your password and preferences

Update your contact and organization data

Request additional access for someone else within your organization

Add service contract numbers and view their Cisco Technical Assistance Center

cases

To Change Your Cisco.com Prole

1. Log on to www.cisco.com and click Account in the top bar. The Prole Manager will

open.

2. To reset your password, go to the password management tab. Ater you answer the

security questions created during registration, Cisco will send you a link to reset

your password.

3. To add service contract numbers, go to the Additional Access tab, click Obtain

Access to Additional Service Contracts and, ater the prompt enter additional

service contract numbers. Your prole will be updated in approximately six hours.

Associating Contract Numbers with Your Cisco.com ID

To view and manage your contract inormation online, your service contract number

must be associated with your Cisco.com ID. To register a service contract number to

your Cisco.com ID:

1. Go to the Service Contract Center at www.cisco.com/public/scc.

2. I you are a direct Cisco customer, log in to the SCC or Direct Partners. I you

purchase rom a partner or distributor, log in to the SCC or Indirect Resellers and

Distributors.

3. Rollover the Administration tab and click Register Additional Contracts in the

secondary menu.

4. On the Register Additional Contracts screen veriy that your prole inormation is

correct.
http://www.cisco.com/http://www.cisco.com/public/scchttp://www.cisco.com/public/scchttp://www.cisco.com/


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5. I your inormation is correct, enter the contract numbers you want to register in the

Enter Contract Number(s) text box. If any information is incorrect, open a case with

Cisco Service Support Center via the Feedback URL (in the upper right corner

under Toolkit).

6. Click Register to complete the contract registration.

Service Contract Management: Cisco Service

Contract Center

The Cisco Service Contract Center helps you eectively manage your

service contracts. On this website, you can:

Verify your service entitlements and contract summary

Move products between service contracts

Update your service contract serial numbers after a return materials authorization

(RMA) replacement

Verify service contract status for multiple serial numbers using the SNIF tool

Verify installed sites

Download a full copy of your Cisco service contract


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Viewing the Status and Service Contract1. Go to Cisco Service Contract Center: www.cisco.com/web/partners/services/

resources/cscc/index.html.

2. Enter your user name and password on the let side o the page.

3. Ater you are directed to the Cisco Service Contract Center page, click the Log In

button on the right side o the page.

4. On the new screen, click the Contracts button in the middle o the screen to view

contracts associated with your Cisco.com ID. You can also roll over the Contracts

tab and click the Contract Manager sub-tab to manage contracts.

5. I you need additional help managing your Cisco service contract,

Click Open a Case n the top right hand corner under Toolkit, or

Send an email to [email protected] describing your issue.
http://www.cisco.com/web/partners/services/resources/cscc/index.htmlhttp://www.cisco.com/web/partners/services/resources/cscc/index.htmlmailto:[email protected]:[email protected]://www.cisco.com/web/partners/services/resources/cscc/index.htmlhttp://www.cisco.com/web/partners/services/resources/cscc/index.html


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Using the Cisco Support Website

The Cisco Support Website should be your rst stop or technical support issues. This

rich repository o tools, inormation, and collaborative venues can help you quickly nd

answers when you need them, any time o day or night. Employing the same resources

used by the Cisco Technical Assistance Center engineers, 82 percent o all service

issues get resolved through this site.

To access the Cisco Support Website, open Cisco.com and click the Support tab.

Using Advanced Search

1. First, log in with your Cisco.com user name and password.

2. Enter your search criteria in the Search box at the top o the page and clickGo.

As you type, youll see keyword auto-suggestions. You can also search here or

bug IDs, Cisco Technical Assistance Center service request numbers, and error

messages.

3. When your search results are returned, you have several ways to rene your search.

Filters on the left of the page let you focus your results on specic area, docu-

ment type, task, or other variable.

A bread crumb trail at the top of the page shows you which lters youve used.

On the top right of the page, you can sort your results by relevancy or date.

The NetPro Community

The NetPro community is the gathering place or networking proessionals to share

questions, suggestions, and get expert advice about networking solutions. You can

easily enter the NetPro Community rom the Cisco Support Website home page.

Joining the NetPro Community

1. Log in using your Cisco.com user name and ID.

2. Complete your prole.

3. Join the discussions and Ask the Expert sessions.

Cisco Support Wiki

The Cisco Support Wiki acilitates collaborative inormation sharing in real time. This

is where our global community o partners, customers, and Cisco employees dynami-

cally shares knowledge and insights across a growing range o topics.

Participating in the Cisco Support Wiki

1. Log in using your Cisco.com user name and ID.

2. Once at the Wiki main page, select the technology category o interest.

3. Select the appropriate subcategory.

4. Participate by retrieving and/or contributing knowledge and insights.


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Resolving Issues by Selecting a Task

On the Cisco Support home page, several common tasks are grouped under Select

a Task Click the icon associated with the task you need to perorm. When prompted,

select your specic product. The available tasks include:

Download Software

Congure

Design

Troubleshoot

Install and Upgrade

Maintain and Operate

Resolving Issues by Product Type

On the Cisco Support home page under Or View Information by Product Type, select

the product technology and subcategory you are interested in.

Frequently Used Resources

The Cisco Support Website provides a variety o tools or troubleshooting technical

problems and sotware issues.

Log in and select rom the resources, which include:

Software Advisor

Bug Toolkit

TAC Case Collection

Error Message Decoder

Command Lookup Tool

Output Interpreter

And other tools and resources


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Creating a Technical Assistance Center

Service Request

For customers with current Cisco service contracts, Cisco provides technical support

services 24 hours per day, seven days per week, on the web and over the phone.

To contact the Cisco Technical Assistance Center

1. Contact the Cisco Technical Assistance Center by phone, email, or online with your

service request issue. For a listing o Cisco Technical Assistance Center contact

inormation, please visit www.cisco.com/techsupport/contacts.

2. Set a severity level based on Cisco severity denitions. (See below)

3. I you eel that your service request is not progressing adequately, you can escalate

the issue to the engineering line manager or team manager rst, then the Cisco

Technical Assistance Center duty manager. For more inormation about escalation

procedures, see below.

To open a case, you will need:

Your Cisco service contract number

Product serial number

Chassis serial number

Product model number and its hardware conguration

Physical location of the product

Severity level of the issue (see denitions below)

The ollowing inormation will help expedite your case:

Meaningful case title stating the problem accurately (permits the assignment of

case to the appropriate technical resources)

Description of the problem and symptoms (only one per service request)

History of the problem and troubleshooting

Network topology and explanation

Output from show tech command (if applicable) and all other relevant output

Software versions and types of equipment

Relevant syslog/tacac logs before the issue occurred

Access to network including dial in numbers, username and password

Shipping address, phone number and contact (if hardware replacement is

necessary)

Do you Have Your Service

Contract Number?

Your service contract number is your

unique identifer. This number, required

when you contact Cisco or service

request, determines your entitlement

to technical service support or parts

covered under the contract.

Three Ways to Get Support

1Email: [email protected]

2Online: http://tools.cisco.com/ServiceRequestTool/create/

3Phone: For the contact number list, go to;

www.cisco.com/en/US/support/tsd_cisco_worldwide_contacts.html
http://www.cisco.com/techsupport/contactsmailto:[email protected]://tools.cisco.com/ServiceRequestTool/create/http://www.cisco.com/en/US/support/tsd_cisco_worldwide_contacts.htmlhttp://www.cisco.com/en/US/support/tsd_cisco_worldwide_contacts.htmlhttp://tools.cisco.com/ServiceRequestTool/create/mailto:[email protected]://www.cisco.com/techsupport/contacts


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Please Note: You should not use the Technical Assistance Center Service Request

Tool or S1 or S2 service requestsi your production network is down or severely

degradedor i you do not have Internet access, contact the Cisco Technical Assis-

tance Center by telephone. Cisco Technical Assistance Center engineers are

assigned immediately to S1 and S2 service requests to help minimize the effects

on your business operations.

Cisco Severity Level Deinitions

To help ensure that all service requests are reported in a standard ormat, Cisco has

established service request severity denitions.

Severity 1 (S1): Your network or environment is down or there is a critical impact on

your business operations. You and Cisco will commit all necessary resources around

the clock to resolve the situation.

Severity2(S2):Operation o an existing network or environment is severely

degraded, or signicant aspects o your business operation are negatively aected.

You and Cisco will commit considerable resources during normal business hours to

resolve the situation.

Severity3(S3):Operational perormance o your network or environment is impaired,

while most business operations remain unctional. You and Cisco are willing to commit

resources during normal business hours to restore service to satisactory levels.

Severity4(S4): You require inormation or assistance with Cisco product capabilities,

installation, or conguration. There is little or no eect on your business operations.

Creating a Service Request Using the TAC Service Request Tool

The astest way to create S3 and S4 service requests and submit them to the Cisco Technical Assistance

Center is to use the online TAC Service Request Tool. To use the TAC Service Request Tool:

1. Go to www.cisco.com/techsupport/servicerequest.

2. Describe your issue.

3. The TAC Service Request Tool will recommend resources or an immediate solution. Live chat is also

available.

4. I your issue is not resolved through these suggestions or live chat, your service request will be assigned

to a Cisco Technical Assistance Center engineer.

5. At the bottom o the screen, please leave case notes to document relevant case events such as business

impact.

6. You can also attach les ater opening the request. Send an email message to [email protected], with

your nine-digit service request number in the subject line. Your email text and the attachments to the

email will be added to the case.
http://www.cisco.com/techsupport/servicerequestmailto:[email protected]:[email protected]://www.cisco.com/techsupport/servicerequest


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Using the TAC Service Request Tool with

Premium Services

Cisco offers premium service packages that raise the level of personalization and in-

teraction between you and our technical services organization. If you have purchased

one o these premium services, you will notice an eect on service requests and

service request management.

Premium services include:

Cisco Focused Technical Support Services

Cisco Remote Management Services

Cisco High-Touch Operations Management Service

Under the Focused Technical Support Services umbrella, Cisco High-Touch Opera-

tions Management Service provides access to a high-touch operations manager dur-

ing normal business hours for your geography and time zone. The process to submit

a service request using the TAC Service Request Tool remains essentially the same

except the high-touch operations manager will be automatically notied o your case.

The high-touch operations manager will represent you within Ciscos various technical

support organizations, help ensure proper focus and attention to your requests, and, as

applicable, help drive service issues to a timely resolution.

Cisco High-Touch Technical Support Services

Also under the Focused Technical Support Services oering, Cisco High-Touch Tech-

nical Support provides 24x7 access to a team o highly skilled, senior-level network

specialists who are amiliar with your networking environment.

To create a High-Touch Technical Support service request:

1. Go to www.cisco.com/techsupport/servicerequest or contact your local service

representative or your local High-Touch Technical Support call center number.

2. I you call the Cisco Technical Assistance Center to open your service request,

the agent will automatically route your call to the High-Touch Technical Support

call center.3. To open a case, the High-Touch Technical Support call center agent will ask or your

contract number and basic Cisco.com prole inormation.

4. Your high-touch operations manager will be notied o your case automatically and

will get involved to expedite issue resolution as appropriate.

Cisco Remote Management Services

With Cisco Remote Management Services, your network is continually monitored, and

any service issues are automatically communicated to the Cisco Remote Management

Services team and populated in a service request. The team monitors the progress

o your service requests to make sure appropriate resources are allocated to timely

resolution.
http://www.cisco.com/techsupport/servicerequesthttp://www.cisco.com/techsupport/servicerequest


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Severity 1

Network Down

Severity 2

Severe Impact

TAC Manager1

Hour

TAC Director4

Hours

VP TS

(Joe Pinto)24Hours

CEO

John Chambers48

Hours

TAC Manager4

Hours

24

Hours

VP TS

(Joe Pinto)48

Hours

CEO

John Chambers96

Hours

TAC Director

Escalating a TAC Service Request

Cisco uses an automatic escalation process to make sure appropriate resources are

applied to resolve service requests quickly and accurately. However, some common

issues that can slow down a TAC service request include:

Information about the problem is missing.

The severity level was not set appropriately.

Data, such as traces or logs, has not been forwarded to the engineer.

The scope or time requirements are not well understood by the engineer.

The problem cannot be reproduced in the Cisco Technical Assistance Center lab. Access to the affected equipment for debugging purposes is not available.

As part of International Standardization Organization (ISO) standards for escalation pro-

cess workfow, the Cisco Technical Assistance Center trouble ticketing system sends

you email alerts i there has been no activity, such as update or status change, on a

service request or the ollowing periods.

Note: Severity 1 alert times are measured in calendar hours24 hours per day, 7

days per week. Severity 2 alert times correspond with standard business hours.

I you eel that progress on your service request or the quality o Cisco Services is not satisactory, you canescalate the service request:


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Cisco SMARTnet Service Contract Escalation

1. Contact the Cisco Technical Assistance Center by phone. Local phone numbers

are available at www.cisco.com/warp/public/687/Directory/DirTAC.shtml .

2. Ask or the engineering or line manager.

3. Tell the responding manager you want to escalate your request.

High-Touch Operations Management Service Escalation

1. Contact your high-touch operations manager or help with any escalation during

local business hours.2. Ask your high-touch operations manager to escalate your request.

High-Touch Technical Support Service

During Normal Business Hours

1. Contact your high-touch operations manager.

2. Ask your high-touch operations manager to escalate your request.

Outside o Normal Business Hours

1. Contact the High-Touch Technical Support (HTTS) call center and ask for the HTTS

duty manager.

2. Ask the HTTS duty manager to escalate your request.

Closing a Service Request

1. Log on to www.cisco.com/techsupport/servicerequest.

2. On the Service Request Query Webpage, mark the checkbox Close Service

Request.

Setting Up Your Smart Call Home Alert

(Cisco SMARTnet and Cisco SP Base)

To use Smart Call Home alert on covered devices, your alerts must be set. Go towww.cisco.com/en/US/products/ps7334/serv_home.html and complete the

Getting Started section at the bottom o the website.
http://www.cisco.com/warp/public/687/Directory/DirTAC.shtmlhttp://www.cisco.com/techsupport/servicerequesthttp://www.cisco.com/en/US/products/ps7334/serv_home.htmlhttp://www.cisco.com/en/US/products/ps7334/serv_home.htmlhttp://www.cisco.com/techsupport/servicerequesthttp://www.cisco.com/warp/public/687/Directory/DirTAC.shtml


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Advance Hardware Replacement:

Return Materials Authorizations

To resolve a service request, the Cisco Technical Assistance Center engineer might

determine that replacement o one or more hardware components is necessary.

I so, the engineer will arrange or a replacement part to be shipped to you rom a

service depot.

With your Cisco SMARTnet service or SP Base service contract, there are a variety o

advanced replacement delivery timerame options depending on the option your

organization has chosen and the geographical location of your sites.

Creating an RMA Request

1. Open a service request and then request an RMA with the engineer.

2. Provide the engineer with the ollowing details:

Name

Contact phone number

Cisco.com user ID

Contact e-mail address

Service contract number

Type of service contract (for example, 2-hour or 4-hour part replacement) Serial number

Product type (model number)

Software version

Company name

Equipment location (address)

Problem description

3. Write down the steps you took to conrm that this is aulty equipment and

needs an RMA.

*Please note: I your shipping address is dierent than the one listed in the Cisco data-

base, please update the correct site address using the Cisco Service Contract Center

website: www.cisco.com/web/partners/services/resources/cscc/index.html.

The Cisco Technical Assistance Center engineer will conrm the inormation, validate

the ailure, create an RMA, and give you an RMA reerence number.

Cisco will ship the RMA product to the location o the aulty product as listed in the

Cisco database or your contract.

4. Ater you receive your RMA product, close the case by logging on to

www.cisco.com/techsupport/servicerequest and marking the checkbox

Close Service Request on the Service Request Query webpage.
http://www.cisco.com/web/partners/services/resources/cscc/index.htmlhttp://www.cisco.com/techsupport/servicerequesthttp://www.cisco.com/techsupport/servicerequesthttp://www.cisco.com/web/partners/services/resources/cscc/index.html


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5. Go to www.cisco.com/web/partners/services/resources/cscc/index.html and

update the Cisco Service Contract Center (CSCC) database with the serial

number o the new product you received.

6. Select the aulty product serial number and click Edit Serial Number.

7. To nd a serial number:

a. Log on to the Cisco Product Identication Tool at

http://tools.cisco.com/Support/CPI/index.do.

b. Use one o the ollowing methods to locate your product:

i. Search by product ID or model name

ii. Browse or Cisco model

iii. Copy and paste the output o show command to identiy the product

8. Indicate the reason or changing the serial number.

9. Ship the aulty product back to Cisco. RMA products not returned within 10 days

may be invoiced.

Please note: For advanced hardware replacement, Ciscos contracted response time

begins ater the Cisco Technical Assistance Center engineer creates the RMA.

Ater you have created an RMA and have the RMA number, you can monitor the prog-

ress o it at http://tools.cisco.com/serviceordertools/svostatus.
http://www.cisco.com/web/partners/services/resources/cscc/index.htmlhttp://tools.cisco.com/Support/CPI/index.dohttp://tools.cisco.com/serviceordertools/svostatushttp://tools.cisco.com/serviceordertools/svostatushttp://tools.cisco.com/Support/CPI/index.dohttp://www.cisco.com/web/partners/services/resources/cscc/index.html


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Dead on Arrival Replacements

Equipment that fails at rst bootup is considered dead on arrival (DOA). There are two

procedures or dead on arrival replacements. The Dead on Arrival Manuacturing pro-

cess is or new equipment that is nonunctional on arrival. The Dead on Arrival Service

process is or service request or RMA replacement product that ails on arrival.

Dead on Arrival Manuacturing Process

If you purchased the product directly from Cisco or through the Cisco Authorized Re-

marketing Program, you should contact Cisco or a replacement part. I you purchasedthe product through a reseller, contact the reseller or ur ther inormation.

To request a Dead on Arrival Manuacturing replacement:

1. Go to http://tools.cisco.com/ServiceRequestTool/create/to open a technical

service request and report the deective product.

2. Ater the Cisco Technical Assistance Center determines the product is DOA

and eligible or new product, a Cisco customer service representative will submit

an RMA.

3. Ater the RMA is received by Ciscos customer service team, it will be processed

within 24 to 48 business hours. The Cisco customer service representative will

create a replacement sales order.

4. Return the deective gear to the designated Cisco return depot within 30 days to

avoid being invoiced or the replacement product. The RMA number should be

included on all return packing.

5. You can check the status o the replacement sales order by the Status Tool:

http://tools.cisco.com/qtc/status/tool/action/LoadLandingScreen.

Dead on Arrival Service Process

To request a Dead on Arrival Service replacement:

1. Open a service request with the Cisco Technical Assistance Center.

2. I your previous service request number or the dead on arrival part has not been

closed, you do not need to open another service request. Cisco will use the exist-ing service request.

3. The Cisco Technical Assistance Center will troubleshoot the problem and autho-

rize a new replacement product.

4. Ater youve received your replacement part, return the dead on arrival product

within 10 days.

5. I you cannot return the part within 10 days, contact your local asset recovery team

or an extension.

For more inormation on RMAs and DOA replacements, go to www.cisco.com/web/

ordering/cs_ino/or3/o32/Return_a_Product/WWRL_HOME.html#2.
http://tools.cisco.com/ServiceRequestTool/create/http://tools.cisco.com/qtc/status/tool/action/LoadLandingScreenhttp://www.cisco.com/web/ordering/cs_info/or3/o32/Return_a_Product/WWRL_HOME.html#2http://www.cisco.com/web/ordering/cs_info/or3/o32/Return_a_Product/WWRL_HOME.html#2http://www.cisco.com/web/ordering/cs_info/or3/o32/Return_a_Product/WWRL_HOME.html#2http://www.cisco.com/web/ordering/cs_info/or3/o32/Return_a_Product/WWRL_HOME.html#2http://tools.cisco.com/qtc/status/tool/action/LoadLandingScreenhttp://tools.cisco.com/ServiceRequestTool/create/


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Tracking RMA Hardware Replacement Status

Ater an RMA has been created, you can track its progress.

1. Go to http://tools.cisco.com/serviceordertools/svostatus/query.do .

2. Verify that the eld Ship Date in the section Replacement Parts is populated.

3. I the Ship Date eld is empty, veriy the eld Status in the section Summary

at the top o the screen. I the RMA status is Hold, you can contact a Cisco service

supply chain agent, using the contact phone numbers at the bottom o the

webpage.

4. I the replacement part is sent by a courier that uses a web packet tracking system,

the packet track record is displayed at the bottom o the RMA status webpage in

the section Replacement Parts.

Returning a Failed Part to the Parts Depot

Ater you have received your replacement part, return the ailed part within 30 days to

avoid being charged or the new part. To return the aulty part:

1. Send the faulty part to Cisco at the address provided on the service order form. (All

RMA returns should be shipped to Ciscos central logistics depot in your region.)

2. Return only the original ailed parts. Do not return extra memory, accessories, or

power supply cables.

3. Use the box and packaging material that Cisco used to ship the replacement part,

including the original antistatic bags and wrapping.

4. Clearly mark the corresponding RMA number on the outside o the cartons and on

shipping documents.

I you are unable to nd the correct address or have any questions about returning

aulty equipment, please send an email to [email protected].
http://tools.cisco.com/serviceordertools/svostatus/query.domailto:[email protected]:[email protected]://tools.cisco.com/serviceordertools/svostatus/query.do


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Cisco Sotware Support

Downloading Operating System Images

Customers with Cisco SMARTnet or SP Base service contracts can download operat-

ing system sotware directly rom the Cisco.com Sotware Center.

To download OS images:

1. Go to www.cisco.com/kobayashi/sw-center.

2. Select the sotware product category.

3. Download the required sotware.
http://www.cisco.com/kobayashi/sw-centerhttp://www.cisco.com/kobayashi/sw-center


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Downloading Sotware Application Services Sotware

Using the Product Upgrade Tool

Unlike OS sotware, some Cisco sotware applications require direct purchase rom

Cisco or additional service contracts or download. I you have a Cisco Application

Support Services contract, you can download this sotware through the Sotware

Center.

To upgrade non-OS sotware:

1. Go to http://tools.cisco.com/gct/Upgrade/jsp/index.jsp.

2. Click Launch the Product Upgrade Tool.

3. Enter the number o your corresponding Application Support Services contract.

4. You will be guided through the ve steps o the download process.
http://tools.cisco.com/gct/Upgrade/jsp/index.jsphttp://tools.cisco.com/gct/Upgrade/jsp/index.jsphttp://tools.cisco.com/gct/Upgrade/jsp/index.jsp


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Activating Cisco Unied Communications

Sotware Subscription

For inormation about activating your Cisco Unied Communications Sotware

Subscription, go to www.cisco.com/go/license.

Updating Signature Files

Cisco Services for Intrusion Prevention Systems (IPSs) include:

Notication of availability of updated signature les (requires subscription to Active Update Notication)

Access to the signature-le library and new signature les for each registered Cisco IPS solution Support for licensed operating system software for each registered Cisco IPS solution; software updates

include maintenance, minor, and major releases

For detailed inormation on updating signature les, go to www.cisco.com/go/license.
http://www.cisco.com/go/licensehttp://www.cisco.com/go/licensehttp://www.cisco.com/go/licensehttp://www.cisco.com/go/license


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Customer Notication Process

Product End-o-Lie Announcements

Market demands or evolving network technologies can cause a product to reach its

end o lie. To help prevent surprises and help ensure service continuity ater products

are no longer sold, Cisco has established an end-o-liecycle process.

Six-Month Notice

Generally, Cisco provides six months notice o a products end-o-sale date. You can

sign up to receive customized end-of-life notications for the products you have pur-chased. Sign up at www.cisco.com/cgi-bin/Support/FieldNoticeTool/eld-notice.

Service Continuity

Ater a products end-o-sale date, continued access to the Cisco Technical Assistance

Center will be available or ve years or hardware and operating system sotware

issues and three years or application sotware issues.

Spare Part Availability

Ater a products end-o-sale date, spares or replacement parts or hardware will be

available or ve years. We will provide spares and replacement parts in accordancewith our RMA process.

Sotware Support

Sotware support or end-o-sale products is detailed in the ollowing table.

Sotware Support or End-o-Sale Products

Term Support

1st Year ater End

o Sale

Cisco will provide bug xes, maintenance releases, work-

arounds, or patches or critical bugs reported using the Cisco

Technical Assistance Center or Cisco.com website.

2nd to 3rd Year

ater End o Sale

(Application

Sotware)

Cisco will provide bug xes, maintenance releases, work-

arounds, or patches or application sotware. It might be

necessary to use a sotware upgrade release to correct a

reported problem.

2nd to 5th Year

ater End o Sale

(Operating System

Sotware)

Cisco will provide bug xes, maintenance releases,

workarounds, or patches or operating system sotware. It

might be necessary to use a sotware upgrade release to

correct a reported problem.
http://www.cisco.com/cgi-bin/Support/FieldNoticeTool/field-noticehttp://www.cisco.com/cgi-bin/Support/FieldNoticeTool/field-noticehttp://www.cisco.com/cgi-bin/Support/FieldNoticeTool/field-notice


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Field Notices

Cisco might publish eld notices to advise customers o potential issues that might

aect specic hardware and Cisco IOS Sotware products.

Each eld notice gives details o the specic hardware and/or sotware components

aected, a description o the problem encountered and symptoms, and, where appro-

priate, bug details and workarounds available to mitigate the impact o the problem.

To receive product-specic advisements of publicly issued eld notices, go to

www.cisco.com/cgi-bin/Support/FieldNoticeTool/eld-notice and create an

alert prole. To view previously published eld notices for specic product families, go to

www.cisco.com/public/support/tac/n_index.html.

Product Security Incident Response Team Notications

Ciscos Product Security Incident Response Team (PSIRT) helps improve your

network security through resolution and prevention o security vulnerabilities in

Cisco products, provides specialized support for customer security incidents, and

represents Cisco in the incident response and product security communities.

Ciscos PSIRT distributes:

Security advisories for security issues that directly affect Cisco products and action

is necessary to repair the Cisco product.

Security notices issues that require a response to information posted to a public

orum or recommendations to mitigate general problems aecting network stability.

Go to www.cisco.com/en/US/products/products_security_advisories_listing.html to:

Get more information about PSIRTs function and services

Find the contact to report an Internet security attack

Report a vulnerability for a Cisco product

Subscribe to receive proactive notication of new security advisories

About This GuideI you require additional inormation, or to help ensure that you have the latest version

o this guide, please contact your Cisco account representative or reseller.
http://www.cisco.com/cgi-bin/Support/FieldNoticeTool/field-noticehttp://www.cisco.com/public/support/tac/fn_index.htmlhttp://www.cisco.com/en/US/products/products_security_advisories_listing.htmlhttp://www.cisco.com/en/US/products/products_security_advisories_listing.htmlhttp://www.cisco.com/public/support/tac/fn_index.htmlhttp://www.cisco.com/cgi-bin/Support/FieldNoticeTool/field-notice


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Global Technical Services Quick Start Guide

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