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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 l.jpg

Using the Cisco Technical Support & Documentation Website for Online Support

Cisco Technical Support Presentation


Agenda l.jpg
Agenda for Online Support

  • Cisco Technical Support & Documentation Website Overview

  • Product Support

  • Technology Support

  • Tools and Additional Resources

  • Conclusion


Slide3 l.jpg

Cisco Technical Support & Documentation Website Overview for Online Support

Presentation_ID

3

3

3


Technical support services becomes part of the lifecycle portfolio l.jpg

Operate for Online Support

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


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Cisco.com Website for Online Support




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Product and Support Documentation for Online Support

Presentation_ID

8

8

8


Product and support documentation l.jpg
Product and Support Documentation for Online Support

Cisco Products

Select product from:

Product and Support

Documentation section


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Product and Support Documentation for Online Support

Select the router,

such as the Cisco

7600 Series using

product listing in the center section


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Product and Support Documentation for Online Support

Consolidated technical

resources, organized by:

  • General Information

  • Downloads

  • Reference Guides

  • Design

  • Install and Upgrade

  • Configure

  • Maintain and Operate

  • Troubleshoot and Alerts


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Product and Support Documentation for Online Support

Configure section:

  • Configuration Examples and TechNotes

  • Configuration Guides

  • Feature Guides



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Product and Support Documentation for Online Support

Troubleshoot and Alerts

  • Error and System Messages

  • Field Notices

  • Security Advisories and Notices

  • Troubleshooting Guides

  • Troubleshooting TechNotes


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Product and Support Documentation for Online Support

  • Document helps to identify:

  • Specific booting symptoms

  • the problems that are likely to cause each symptom

  • the solutions to those problems


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Networking Technology Documentation for Online Support

Presentation_ID

16

16

16


Networking technology documentation l.jpg
Networking Technology Documentation for Online Support

Cisco Technologies

Select technology

from:

Networking Technology Documentation section


Networking technology documentation18 l.jpg
Networking Technology Documentation for Online Support

  • Technology Information

  • Design

  • Configure

  • Maintain and Operate

  • Troubleshoot and Alerts



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Tools and Additional Resources for Online Support

Presentation_ID

20

20

20


T ools resources l.jpg
T for Online Supportools & Resources


Tools resources l.jpg
Tools & Resources for Online Support

Search tool by Most Requested, Category, or Alphabetical index


Search l.jpg
Search for Online Support

Results page


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Search for Online Support

Links directly to

the release notes

in Bug Toolkit

The Result


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TAC Case Collection for Online Support

  • 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


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TAC Case Collection for Online Support

Free text query


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TAC Case Collection for Online Support

  • Tool will clarify the problem area and frequency

  • Edit problem type if query has been misunderstood


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TAC Case Collection for Online Support

  • Search results table

  • Click “View Solution” links to be taken to solutions


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TAC Case Collection for Online Support

Detailed solution page


Output interpreter l.jpg
Output Interpreter for Online Support

  • 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


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Output Interpreter for Online Support

Optional step:

See list of supported “show” commands


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Output Interpreter for Online Support

New optional step:

  • Problem to command mappings


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Output Interpreter for Online Support

Results from “show port” command listed by type:

Errors

Warnings

Status information

Helpful references


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Output Interpreter for Online Support

Results from “show port” command (continued):

Warnings


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Output Interpreter for Online Support

  • Results from “show port” command (continued)

    Status information

    Helpful references

  • Feedback form


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Software Advisor for Online Support

  • 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


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Software Advisor for Online Support―Find Software Compatible with My Hardware

Matches your hardware with available Cisco® software


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Software Advisor for Online Support―Find Software Compatible with My Hardware

Compare software that supports the device you configured

Results page


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Software Advisor for Online Support―Find Software with Features I Need

Answers the question: What software has these features?

  • Select product

  • Select features


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Software Advisor for Online Support―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 l.jpg
Software Advisor for Online Support―Compare Features in Different Releases

  • Side-by-side comparison of features in Cisco IOS® Software releases

  • Common features

  • Unique features


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Software Advisor for Online Support―Compare Features in Different Releases

  • Features unique to each image

  • Features common to both images


Software advisor research a software release l.jpg
Software Advisor for Online Support―Research a Software Release

Enter hardware information and software requirements


Software advisor research a software release44 l.jpg
Software Advisor for Online Support―Research a Software Release

Compare and download images from results page


Software advisor compare saved profiles of compatible software l.jpg
Software Advisor for Online Support― 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 l.jpg
Software Advisor for Online Support― Manage My Profiles

Edit, delete, download, or upload profiles:

Hardware configuration

Hardware list

Feature selection


Bug toolkit l.jpg
Bug Toolkit for Online Support

  • 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 l.jpg
Bug Toolkit for Online Support

Search criteria:

  • Version or revision

  • Keywords

  • Advanced options, for example, severity level and bug status group


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Bug Toolkit for Online Support

Results

Your selected criteria


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Bug Toolkit for Online Support

Details about an individual bug


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Bug Toolkit for Online Support

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


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Bug Toolkit for Online Support

Edit your bug groups:

  • Delete bugs

  • Change or update notification settings

Your bug groups


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TAC Service Request Tool for Online Support

  • Create or query your Service Requests from the Technical Support & Documentation site


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Set Up Request Page for Online Support

Setup Request

Page

  • Link to TAC Case Collection for optional troubleshooting

  • Complete your contact information


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Describe Problem Page for Online Support

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 l.jpg

Show Product drop for Online Support

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 l.jpg

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 l.jpg

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


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My Tech Support Details link. Personalization Feature


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Conclusion Details link.

Presentation_ID

60

60

60


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Cisco Technical Support Newsletter Details link.

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 l.jpg
Training Resources Details link.

  • Cisco Technical Support Seminars

  • Learn how to navigate the Cisco Technical Support & Documentation Website for technical resources


Conclusion l.jpg
Conclusion Details link.

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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