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Using the Cisco Technical Support & Documentation Website for Online Support. Cisco Technical Support Presentation. Agenda. Cisco Technical Support & Documentation Website Overview Product Support Technology Support Tools and Additional Resources Conclusion.

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using the cisco technical support documentation website for online support

Using the Cisco Technical Support & Documentation Website for Online Support

Cisco Technical Support Presentation

agenda
Agenda
  • Cisco Technical Support & Documentation Website Overview
  • Product Support
  • Technology Support
  • Tools and Additional Resources
  • Conclusion
technical support services becomes part of the lifecycle portfolio

Operate

Optimize

Technical Support Services becomes part of the Lifecycle Portfolio

Prepare

Technical Support delivers the portfolio of Operate and Optimize services targeted at different customer needs such as:

  • Troubleshooting
  • Hardware and software support
  • Systems monitoring and management
  • Optimization assessment

Optimize

Plan

Operate

Design

Implement

product and support documentation
Product and Support Documentation

Cisco Products

Select product from:

Product and Support

Documentation section

product and support documentation10
Product and Support Documentation

Select the router,

such as the Cisco

7600 Series using

product listing in the center section

product and support documentation11
Product and Support Documentation

Consolidated technical

resources, organized by:

  • General Information
  • Downloads
  • Reference Guides
  • Design
  • Install and Upgrade
  • Configure
  • Maintain and Operate
  • Troubleshoot and Alerts
product and support documentation12
Product and Support Documentation

Configure section:

  • Configuration Examples and TechNotes
  • Configuration Guides
  • Feature Guides
product and support documentation14
Product and Support Documentation

Troubleshoot and Alerts

  • Error and System Messages
  • Field Notices
  • Security Advisories and Notices
  • Troubleshooting Guides
  • Troubleshooting TechNotes
product and support documentation15
Product and Support Documentation
  • Document helps to identify:
  • Specific booting symptoms
  • the problems that are likely to cause each symptom
  • the solutions to those problems
networking technology documentation
Networking Technology Documentation

Cisco Technologies

Select technology

from:

Networking Technology Documentation section

networking technology documentation18
Networking Technology Documentation
  • Technology Information
  • Design
  • Configure
  • Maintain and Operate
  • Troubleshoot and Alerts
slide20

Tools and Additional Resources

Presentation_ID

20

20

20

tools resources
Tools & Resources

Search tool by Most Requested, Category, or Alphabetical index

search
Search

Results page

search24
Search

Links directly to

the release notes

in Bug Toolkit

The Result

tac case collection
TAC Case Collection
  • Free text query
  • Guided search
  • Search by solution number
  • View All Solutions
  • Suggests solutions that come from actual service requests taken by TAC engineers

Voice

tac case collection26
TAC Case Collection

Free text query

tac case collection27
TAC Case Collection
  • Tool will clarify the problem area and frequency
  • Edit problem type if query has been misunderstood
tac case collection28
TAC Case Collection
  • Search results table
  • Click “View Solution” links to be taken to solutions
tac case collection29
TAC Case Collection

Detailed solution page

output interpreter
Output Interpreter
  • Analyzes output from “show” commands:

Errors

Warnings

Status information

Helpful references

  • Analyzes Cisco IOS®, Catalyst® switch, and secure PIX® firewall software error messages:

Explanations

Recommended actions

Related resources

output interpreter31
Output Interpreter

Optional step:

See list of supported “show” commands

output interpreter32
Output Interpreter

New optional step:

  • Problem to command mappings
output interpreter33
Output Interpreter

Results from “show port” command listed by type:

Errors

Warnings

Status information

Helpful references

output interpreter34
Output Interpreter

Results from “show port” command (continued):

Warnings

output interpreter35
Output Interpreter
  • Results from “show port” command (continued)

Status information

Helpful references

  • Feedback form
software advisor
Software Advisor
  • Determines compatibility and feature information for Cisco IOS® Software and Cisco® Catalyst® Operating System software
  • New features include:
    • Configurator tool
    • Expanded results page
    • Advanced options for managing your product profiles
software advisor find software compatible with my hardware
Software Advisor―Find Software Compatible with My Hardware

Matches your hardware with available Cisco® software

software advisor find software compatible with my hardware38
Software Advisor―Find Software Compatible with My Hardware

Compare software that supports the device you configured

Results page

software advisor find software with features i need
Software Advisor―Find Software with Features I Need

Answers the question: What software has these features?

  • Select product
  • Select features
software advisor find software with features i need40
Software Advisor―Find Software with Features I Need

Results page provides:

  • Releases organized by train
  • Ability to compare releases
  • Required memory for download
software advisor compare features in different releases
Software Advisor―Compare Features in Different Releases
  • Side-by-side comparison of features in Cisco IOS® Software releases
  • Common features
  • Unique features
software advisor compare features in different releases42
Software Advisor―Compare Features in Different Releases
  • Features unique to each image
  • Features common to both images
software advisor research a software release
Software Advisor―Research a Software Release

Enter hardware information and software requirements

software advisor research a software release44
Software Advisor―Research a Software Release

Compare and download images from results page

software advisor compare saved profiles of compatible software
Software Advisor ― Compare Saved Profiles of Compatible Software

Select two saved profiles to find a single set of compatible releases

  • Find releases that support both your hardware configuration and software features
  • Compare across multiple devices that use the same OS
software advisor manage my profiles
Software Advisor ― Manage My Profiles

Edit, delete, download, or upload profiles:

Hardware configuration

Hardware list

Feature selection

bug toolkit
Bug Toolkit
  • Research a software upgrade or troubleshoot
  • Enter known bug ID
  • Search bugs related to Cisco IOS®Software by release
  • Search for bugs in other Cisco® software or hardware

PIX

PIX DeviceManager

bug toolkit48
Bug Toolkit

Search criteria:

  • Version or revision
  • Keywords
  • Advanced options, for example, severity level and bug status group
bug toolkit49
Bug Toolkit

Results

Your selected criteria

bug toolkit50
Bug Toolkit

Details about an individual bug

bug toolkit51
Bug Toolkit

Save bug in:

  • Existing group
  • New group

Select update options:

  • None – Use “My Stuff” link instead
  • In e-mail as they occur
  • Weekly summaries in e-mail
bug toolkit52
Bug Toolkit

Edit your bug groups:

  • Delete bugs
  • Change or update notification settings

Your bug groups

tac service request tool
TAC Service Request Tool
  • Create or query your Service Requests from the Technical Support & Documentation site
set up request page
Set Up Request Page

Setup Request

Page

  • Link to TAC Case Collection for optional troubleshooting
  • Complete your contact information
describe problem page
Describe Problem Page

We are trying to set up our PIX firewall for failover and need assistance

We are trying to set up our PIX firewall for failover and need assistance

  • Add more information for your TAC engineer
  • Choose options that most closely match your technical support issue
specify product page
Show Product drop

down selections:

All contracts in user’s profile

or

All Cisco Products

“Show only products

related to your

Technology Category”

checkbox (default)

Lists Product Family values filtered by Tech/Subtech selected on previous page.

Uncheck to expand the list of Product Families

Specify Product Page
location page
New filters at top of page to aid user in finding contract/site information more quickly

If user cannot find site, choose “Select if product is not at any sites listed for this contract” and continue

Choose “Select a different contract” Radio button at bottom to enter a different contract number

Location Page
finish request page
User can review/edit Service Request details by the Edit Details link.

Service Request # is displayed

From here user can:

Upload Files

Update Service Request

Create a new request

Link to TAC Case Collection

Finish Request Page
slide60

Conclusion

Presentation_ID

60

60

60

cisco technical support newsletter
Cisco Technical Support Newsletter

Subscribe at:

www.cisco.com/techsupport/newsletter

  • Receive the latest technical information and tool updates
  • Subscribe at above URL or via subscribe link at www.cisco.com/techsupport
training resources
Training Resources
  • Cisco Technical Support Seminars
  • Learn how to navigate the Cisco Technical Support & Documentation Website for technical resources
conclusion
Conclusion

Benefits of the Cisco Technical Support & Documentation Website include:

  • Improved navigation
  • Enhanced search capabilities
  • One location for all technical documentation
  • Direct access to the TAC Service Request Tool
  • Personalization feature – My Tech Support
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