Definitions Of Service Request Severity; Obtaining Additional Publications And Information - Cisco Systems SB 101 Guide De Démarrage Rapide

Chapter 1 Cisco SB 101 Router Cabling and Setup

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 and Cisco will commit all necessary resources around
the clock to resolve the situation.
Severity 2 (S2)—Operation of an existing network is severely degraded, or
significant aspects of your 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.
Severity 3 (S3)—Operational performance of your network is impaired, but most
business operations remain functional. You and Cisco will commit resources
during normal business hours to restore service to satisfactory levels.
Severity 4 (S4)—You require information or assistance with Cisco product
capabilities, installation, or configuration. There is little or no effect on your
business operations.

Obtaining Additional Publications and Information

Information about Cisco products, technologies, and network solutions is
available from various online and printed sources.
78-16771-01
• Cisco Marketplace provides a variety of Cisco books, reference guides, and
logo merchandise. Visit Cisco Marketplace, the company store, at this URL:
http://www.cisco.com/go/marketplace/
The Cisco Product Catalog describes the networking products offered by
•
Cisco Systems, as well as ordering and customer support services. Access the
Cisco Product Catalog at this URL:
http://cisco.com/univercd/cc/td/doc/pcat/
Cisco Press publishes a wide range of general networking, training and
•
certification titles. Both new and experienced users will benefit from these
publications. For current Cisco Press titles and other information, go to Cisco
Press at this URL:
http://www.ciscopress.com

Obtaining Additional Publications and Information

Cisco SB 101 Router Cabling and Setup
1-11