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 Profile Where to go for Licensing Registration & Questions How to Open a TAC (Technical Assistance Center) case How to Escalate through TAC Handy Videos & Additional Resources Doing these things can maximize your experience with Cisco TAC

What’s in a SAS/SASU Contract … what do you have access to? 24x7 access to Cisco’s Technical Assistance Center (TAC) for technical expertise & problem resolution TAC Your one stop for product content, software downloads, forums & tools Cisco.com A fast & easy way to create severity 3 and 4 support cases and submit them to the Cisco TAC Open a case online

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

How to Create a Cisco Profile 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 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 Registration If you do not know your Cisco Service Contract Number, please contact Customer Service: 800-553-2447 or 408-526-7208 or by email at web- help@cisco.com Please include: Your organization name Address location Phone number Email address Any other important contact information If you do not know your Sales Order number, please contact whomever sold you the contract to obtain For a list of Frequently Asked Questions & Answers, please visit www.cisco.com/web/help/reg/faq_reg.html If you have additional questions or need assistance, please email web- help@cisco.com

Need to Activate Your Software License? Identify your Product Authorization Key (PAK) Number To 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 column If you do not have your SO number, please contact whomever sold you this contract to obtain Enter your PAK number in the SWIFT tool https://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 … Web https://tools.cisco.com/ServiceRequestTool/scm/mgmt/case US Support #1-800-553-2447 International Support #s http://www.cisco.com/en/US/support/tsd_cisco_worldwide_contacts.html *Please call in any S1 or S2 issues Phone TAC TAC Email tac@cisco.com

Severity Levels Severity 1 (S1) Severity 2 (S2) Severity 3 (S3) Your network is “down” or there is a critical impact on your business operations. OPEN via PHONE Severity 1 (S1) Operation of an existing network is severely degraded, or significant aspects of your business operation are negatively affected by inadequate performance of Cisco products. Severity 2 (S2) Operational performance of your network is impaired, while most business operations remain functional. OPEN via WEB Severity 3 (S3) You require information or assistance with Cisco product capabilities, installation, or configuration. There is little or no effect on your business operations. Severity 4 (S4)

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 impact If 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

Including these items can help expedite your case! For CliQr/CloudCenter Customers Great things to include when opening a case Note CliQr/CloudCenter in case description Meaningful case title, stating the problem accurately Description of the problem & symptoms History of the problem & troubleshooting Logs out of applications (CCM, CCO) Screenshots of issue Network topology & explanation, if applicable Software versions of entire solution, if applicable Including these items can help expedite your case!

International Support #s Escalating a TAC Case If you are unsatisfied with your case, please call and ask for the TAC Duty Manager US Support # 1-800-553-2447 International Support #s http://www.cisco.com/en/US/support/tsd_cisco_worldwide_contacts.html

Handy Videos & Other Resources Create your profile & associate your contracts This short video will walk you through your profile set up & adding contracts https://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 TAC PDF: 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 CliQr/CloudCenter Additional Resources TBD 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 offerings http://www.cisco.com/web/partners/services/resources/tsquickstart/downloads/Global_Technica l_Services_Quick_Start_Guide.pdf

Technical Online Resources Cisco Support Community Now available in Portuguese and Spanish Technical Online Resources Cisco Support Community Personalize your view to fit your needs and find content quickly Enables social networking opportunities Access Cisco support through new iPhone app Multiple expert communities with discussion forums, chat, survey tools, blogs and more Cisco engineers host interactive webcasts, which are archived on YouTube Rating posts and marking questions as answered enables peer-driven solutions

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