Cisco’s Technical Assistance Center

1. Cisco’sTechnical Assistance Center Jeff Tamer TAC Manager, CA www.cisco.com/tac

2. Mission Statement Remove all barriers to customers’ successful deployment of global networks by understanding their needs and exceeding their expectations.

3. Cisco TAC - The Goals • High customer satisfaction • Fast time to resolution • Proper engineering solutions • Courteous service • Efficient service

4. H London Brussels Tokyo Seoul Beijing San Jose RTP, NC Sydney • 75,000+ Cases / month • 4.5+ Overall Satisfaction • 24X7 WW backbone / 140+ languages • 1400+ TAC Engineers (400+ CCIE’s) Global Backbone Services Support Backbone Main TACs Satellite TACs.

5. DSL Cable NMS WAN / ACCESS Voice / AVVID GCC Global Contact Center : Live Handoff Hotline : USA +1 800 553 2447 Network Scalability Routing Protocols CAP Campus Switching Wireless / Optical DE • Case Handling • Service Level • Priority • Tech. Description • Contact Details Phone Q WAN Switching IBM GPS LAN Switching Call-back or E-Mail Reply E-Mail : tac@cisco.com SECURITY TAC Technology Teams E S C A L A T I O N Web : www.cisco.com

6. Priority 1 Production network down Critical impact to business operations 24 hour Cisco and customer commitment No work-around available • Priority 2 Network severely degraded Significant impact to business operations Cisco and customer committed during business hours No work-around available • Priority 3 Network functionality degraded Business operations noticeably impaired Cisco and customer in frequent contact • Priority 4 General assistance Installation, upgrade or configuration assistance General product information Customer / PartnerDetermines Priorities

7. TAC Manager TAC Manager TAC Director VP, Cust. Advocacy TAC Director VP, Cust. Advocacy President TAC Manager TAC Director President Automatic Problem Escalation Priority 4 (General Assistance) Elapsed Time Priority 1 (Network Down) Priority 3 (Impaired Ops.) Priority 2 (Severe Impact) 1 Hour 4 Hours 24 Hours 48 Hours 72 Hours TAC Manager 96 Hours

8. Responsibilities : • Responsible for all escalations • Rotating function between all TAC managers • Available 24x7 • Available in every TAC center, worldwide How to contact the Duty Manager Call the TAC: USA : 1- 800-553-24Hr Int’l : +1- 408-526-7209 Ask for the Duty Manager TAC Duty Manager

9. “ ” Listening to Customers Every point of contact… Sets our priorities. • Transactional Surveys • Cisco’s Networkers’ Conference • Executive Briefing Center Visits • Customer Site Visits

10. Transactional Survey http://www.cisco.com/pcgi-bin/front.x/websurvey/survey.cgi?case=A12345&key=1234567890 CISCO ENGINEER: CASE A12345 OPENED 06-JUN-2000 SURVEY SENT 06-JUN-2000 REPLY 08-JUN-2000 CUSTOMER : EMAIL : SITE : PROBLEM DESCRIPTION : (Q1) Overall handling of case..............(1-5) (Q2) Ease of Access to help................(1-5) (Q3) Timeliness of Problem Resolution......(1-5) (Q4) Communication of Problem Status.......(1-5) (Q5) Effectiveness of Solution/Information.(1-5) (Q6) Technical Expertise of Engineer.......(1-5) (Q7) Courteous Service.....................(1-5) (Q8) Part Replacement - Delivery Timeliness(1-5) (Q9) Part Replacement - Accuracy of Part...(1-5) (Q10)Part Replacement - Good working condition.(1-5) Customer comments stored with the case: Engineer/Manager/Executive notes stored with the case: New – Optional Web Based Bingo

11. Cisco TAC Web Site Mission The Technical Assistance Center (TAC) empowers customersby providing an onlineconnection to Cisco’s wealthof knowledge and experience

12. Save time and money • Increase productivity and efficiency • Enhance self-reliance • Increase customer satisfaction and loyalty • Improve your competitive advantage Online Technical Support Benefits

13. TAC Certification • Signifies that a Cisco TAC engineer created technical content or reviewed (lab checked) content for accuracy and timeliness • Ensures that technical content is refreshed regularly

14. Major Sections of The Cisco TAC Web Site Major Sections: • Top TAC Issues • Product,Technology, and Solution Support Pages • Tool Index • Networking Communities • Contact the TAC • Common Tasks • Guided TAC Search • Select and Download Software • Install and Configure • Troubleshoot

15. TAC Home Page

16. Top Issues

17. Product Pages • Hierarchical Design • Find all the information relevant to your Cisco product in one place

18. TAC Technology Pages • Hierarchical Design • Organized for fast, efficient access to critical technical support functions...

19. TAC Software • View software requirements by product • Downloadand go

20. Interactive Search • Natural Language • Interactive Questions • Task Based

21. TAC Troubleshooting Tools Most comprehensive collection of online troubleshootingtools in the industry

22. TAC Output Interpreter

23. Feature Navigator

24. TAC Compatibility Tools Most comprehensive collection of online product compatibility anywhere!

25. TAC Documentation Critical technical information at your fingertips

26. Cisco Live! • Can’t find your solution online? Use Cisco Live! • Cisco representatives navigate you through the TAC web site by synchronizing browsers Click here for browser synchronization...

27. Case Escalation Use the web to open a TAC case

28. TAC Web Tools Trainingwww.cisco.com/ tac/ training Online training ensures that you are able to make the best use of the TAC web site!

29. CyberSeminars New Resource: • Costs less • Awareness and excitement are growing! • Saves the SE, AM, GSM organizations significant amounts of training time

30. The Newsletter Bringing updates straight to your desktop.

31. We Value Your Feedback • Feedback mechanisms have been built into the TAC web site, allowing customers to provide input on future tool design and technical content