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Definitions of Service Request Severity
For a complete list of Cisco TAC contacts, go to:
http://www.cisco.com/c/en/us/support/web/tsd-cisco-worldwide-contacts.html.
Definitions of Service Request Severity
To ensure that all service requests are reported in a standard format, Cisco has established severity definitions.
• Severity 1 (S1)—Your network is "down," or there is a critical impact to your business operations. You
• Severity 2 (S2)—Operation of an existing network is severely degraded, or significant aspects of your
• Severity 3 (S3)—Operational performance of your network is impaired, but most business operations
• Severity 4 (S4)—You require information or assistance with Cisco product capabilities, installation, or
Obtaining Additional Publications and Information
Information about Cisco products, technologies, and network solutions is available from various online and
printed sources.
• Cisco Marketplace provides a variety of Cisco books, reference guides, and logo merchandise. Visit
• Cisco Press publishes a wide range of general networking, training and certification titles. Both new and
• Packet magazine is the Cisco Systems technical user magazine for maximizing Internet and networking
• Internet Protocol Journal is a quarterly journal published by Cisco Systems for engineering professionals
• World-class networking training is available from Cisco. You can view current offerings at:
Cisco VG310 and Cisco VG320 Voice Gateways Hardware Installation Guide
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and Cisco will commit all necessary resources around the clock to resolve the situation.
business operation are negatively affected by inadequate performance of Cisco products. You and Cisco
will commit full-time resources during normal business hours to resolve the situation.
remain functional. You and Cisco will commit resources during normal business hours to restore service
to satisfactory levels.
configuration. There is little or no effect on your business operations.
Cisco Marketplace, the company store, at: http://www.cisco.com/go/marketplace.
experienced users will benefit from these publications. For current Cisco Press titles and other information,
go to Cisco Press at: http://www.ciscopress.com/.
investments. Each quarter, Packet delivers coverage of the latest industry trends, technology
breakthroughs, and Cisco products and solutions, as well as network deployment and troubleshooting
tips, configuration examples, customer case studies, certification and training information, and links to
scores of in-depth online resources. You can access Packet magazine at: http://www.cisco.com/packet.
involved in designing, developing, and operating public and private internets and intranets. You can
access the Internet Protocol Journal at: http://www.cisco.com/ipj.
www.cisco.com/web/learning/index.html.
Preface
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