1. Welcome to Cisco! Getting Started…
This document is designed to help you get started with your Cisco Technical Services (TS) contract

2. 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

3. 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

4. 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

5. How to Create a Cisco Profile
Go to
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 ed 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!

6. Now Let’s Add Contracts to Your Profile!
Return to
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…

7. Helpful Hints for Cisco.com Registration
If you do not know your Cisco Service Contract Number, please contact Customer Service: or or by at web-
Please include:
Your organization name
Address location
Phone number
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
If you have additional questions or need assistance, please web-

8. 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
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
If you need assistance, please call
and ask for the Licensing team
International Support #s

9. Need to talk to TAC? Here’s 3 ways to open your case …
Web
US Support #
International Support #s
*Please call in any S1 or S2 issues
Phone
TAC
TAC

10. 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)

11. 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) or (408) or by at
* Please be ready to provide your Sales Order number!
Please remember:
A case must be opened for TAC to assist you

12. 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!

13. 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 #
International Support #s

14. Handy Videos & Other Resources
Create your profile & associate your contracts
This short video will walk you through your profile set up & adding contracts
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TAC Service Request Tool (TSRT) guide
A step by step guide to opening a case with TAC
PDF:
Video:
CliQr/CloudCenter Additional Resources
TBD
Who is Technical Services
A video overview of the global organization who works to ensure your success
TAC Quickstart Guide
Your detailed guide to Cisco’s technical services offerings
l_Services_Quick_Start_Guide.pdf

15. 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

16. For more information about Cisco Technical Services, visit: www. cisco
For more information about Cisco Technical Services, visit: