Welcome to Cisco! Getting Started… - PowerPoint Presentation

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Welcome to Cisco! Getting Started…

This document is designed to help you get started with your

Cisco

Technical

Services (TS) contract

What will this guide show you … and why should you care?

What your TS contract offers you

How to Set up your Cisco User Profile

How to Associate Contracts to Your ProfileWhere to go for Licensing Registration & QuestionsHow to Open a TAC (Technical Assistance Center) caseHow to Escalate through TACHandy Videos & Additional Resources

D

oing these things can maximize your experience

with Cisco TAC

What’s in a SAS/SASU Contract …

what do you have access to?

Why create a Cisco Profile?Open a case fast … your way

See all your cases in one spot

See all your contracts in one spot

Access an engineer fast

Go to

www.cisco.com

Click on

Register

(top right corner of the page)Enter

Login, Contact, and Security information as required and click

‘Submit’

A confirmation link for your Cisco.com user profile will be emailed to you within 24

hours of

registration (please check your spam folder)

After

you receive your Cisco.com user ID,

you can associate all of your contracts

How to Create a Cisco Profile

Check out this video to see the process in action!http://www.youtube.com/watch?v=SiUwjAol3aU

Now Let’s Add Contracts to Your Profile!

Return to

www.cisco.com

Click on Account (top right corner of the page) Enter the Profile Manager section (far left option)

Enter your User ID & Password Select ‘Additional Access’Select 2nd link: ‘Add Service Contract Numbers to Profile for Support Access’

Enter Contract Number in open box

To add multiple contracts at one time, enter a comma(,) between each contract

If you don’t know your contract number, check out the next slide…

Helpful Hints for Cisco.com RegistrationIf you do not know your Cisco Service Contract

Number to link to your

cisco.com

user account, please contact your Service Contract Sales Representative. For a list of Frequently Asked Questions & Answers, please visit www.cisco.com/web/help/reg/faq_reg.htmlIf you have additional questions or need assistance about cisco.com registration, please email web-help@cisco.com

Need to Activate Your Software License?

Identify

your Product Authorization Key (PAK)

NumberTo find you PAK number:Enter your Sales Order (SO) number in the Sales Order Tool https://tools.cisco.com/qtc/status/tool/action/LoadOrderQueryScreen Select ‘Software License Details’ (middle of the page)Refer to PAK key columnIf you do not have your SO number, please contact whomever sold you this contract to obtainEnter your PAK number in the SWIFT toolhttps://tools.cisco.com/SWIFT/LicensingUI/Home

If you need assistance, please call 1-800-553-2447

and ask for the Licensing team

International Support #s

http://www.cisco.com/en/US/support/tsd_cisco_worldwide_contacts.html

Need to talk to TAC?Here’s 3 ways to open your case …

TAC

https://tools.cisco.com/ServiceRequestTool/scm/mgmt/

case US Support #1-800-553-2447 International Support #shttp://www.cisco.com/en/US/support/

tsd_cisco_worldwide_contacts.html *Please call in any S1 or S2 issues

tac@cisco.com

Web

Phone

Email

TAC

Severity Levels

What You’ll Need to Open a TAC Case

Your Cisco service contract number

Cisco user ID Appropriate Serial Numbers (if applicable) Description of issue / business impactIf you don’t know your service contract number, you can contact Cisco customer service at (800) 553-6387 or (408) 526-6387 or by email at web-help@cisco.com* Please be ready to provide your Sales Order number!

Please remember:

A case must be opened for TAC to assist you

Note CIAC in case description

Meaningful case title, stating the problem accurately

Description of the problem & symptoms History of the problem & troubleshooting Logs out of applications (CPO CCP CSP) Screenshots of issue Network topology & explanation, if applicable Software versions of entire solution, if applicable

Including these items can help expedite your case!

For CIAC Customers

Great things to include when opening a Cisco

Intelligent Automation for

Cloud

case

Escalating a TAC Case

If you are unsatisfied with your case,

p

lease call and ask for the TAC Duty ManagerUS Support #1-800-553-2447

International Support #shttp://www.cisco.com/en/US/support/tsd_cisco_worldwide_contacts.html

Handy Videos & Other Resources

Create your

profile & associate your

contractsThis short video will walk you through your profile set up & adding contractshttps://videosharing.cisco.com/vportal/VideoPlayer.jsp?ccsid=C-efae1c78-a005-4767-80fc-fc842631dac0:1# TAC Service Request Tool (TSRT) guide A step by step guide to opening a case with TACPDF: http://www.cisco.com/web/tsweb/pdf/cisco_tools_tsrt.pdf

Video: http://www.cisco.com/web/tsweb/flash/tools/tsrt/cisco_tools_tsrt.html CIAC additional resources Your homepage for CIAC guides, videos, blog entries & more

https

://supportforums.cisco.com/docs/DOC-27093

Who is Technical

Services

A video overview of the global organization who works to ensure your success

http

://www.youtube.com/watch?v=vkRHK7Fux-

s

TAC Quickstart Guide Your detailed guide to Cisco’s technical services offeringshttp://www.cisco.com/web/partners/services/resources/tsquickstart/downloads/Global_Technical_Services_Quick_Start_Guide.pdf

Personalize your view to fit your needs and find content quickly

Enables social networking opportunities

Multiple expert communities with discussion forums, chat, survey tools, blogs and more

Rating posts and marking questions as answered enables peer-driven solutions

Cisco engineers host interactive webcasts, which are archived on YouTube

Access Cisco support through new iPhone app

Technical Online Resources

Cisco Support Community

Now available in Portuguese and Spanish

For more information about Cisco Technical Services, visit:www.cisco.com/go/ts