tac case handling and esclation bp - cisco.com · solution support sssnt ... severity 1 (s1) &...

TAC Case Handling and Escalation BPPartner Training

Jason Zhao

Service Advisor, GC TS

[email protected]

Jun. 2018

© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

Foundational services

High-valueservices

Network

Solution

Software

Product

v

TS Advantage, SP Advantage, Cisco Managed Services

Solution Support

Software Support Enhanced and Premium

Smart Net Total Care, Software Support Basic

Technical Services can help you succeed


Embedding Smart Capabilities in Support Workflows

Smart Net Total Care

Delivering Smart Capabilities in Four

Key Support Workflows

Technical Service and Incident Management

Security and Product Alerts

Service Coverage Management

Product Lifecycle Management


Technical Service and Incident Management

Improve Network and IT Infrastructure Performancewith Direct, Online, and Onsite Support

§ 24x7x365 global access to Cisco experts

§ Flexible hardware replacement options

§ Cisco-certified onsite engineer options

§ Operating system support and updates

§ Online support resources

§ Proactive device diagnostics and alerts

§ Mobile app for anywhere, anytime access to support information and problem resolution


Cisco Technical Assistance Center (TAC)Resolve Problems Faster

Direct access to highly trained support engineers.

§ Computer science/electrical engineering degrees

§ Engineering staff averages five years ofindustry experience

§ 630+ Cisco CCIE® professionals

§ Expertise in a broad array of technologies

§ 24x7x365 global, direct access by phone,web, or email


Advance Hardware ReplacementReduce the Risk of Potential Downtime

Flexible replacement options to meet your support needs

§ 2-hour, 4-hour, and next-business-day options

§ Globally consistent remote support

§ Exceptional part-sparing programs

§ Coverage in 128 countries around the globe

§ 1100+ fulfillment depots


Onsite Services OptionsAccelerate Time to Resolution

Direct access to highly trained Cisco onsite engineer

§ End to end Cisco ownership of incident resolution from TAC to onsite remediation

§ Cisco-certified onsite engineer provides expert “hands and eyes” support

§ 2-hour, 4-hour, and next business day options

§ 3,000+ onsite engineers in 122 countries


Operating System Software Updates Extract More Value from Your IT Infrastructure

Protect your investment

§ Increase performance of software

§ Add new functionality, often without additional hardware investment

§ Enhance availability and stability of your network and business applications

§ Extend the life of your Cisco® products


Access to resources anytime

Online Self-Help ResourcesSolve Issues and Improve Productivity

§ Automated troubleshooting tools

§ Personalized content and solutions

§ Global support community

§ Open and track service requests online

§ Information on certification training

§ Access to extensive technical knowledge library


Service Contract Management

• Please contact SAM to get RM’s approval before open case.

• Open a case with Cisco Support requesting the contract change, and attach the Cisco RM approval email received from the approver to the case

• The Service Contract Management team will then make the change

• Site ID change• Service level change• Service duration change (Date change)• Service line cancellation (Contract termination and SN’s service termination)• Add 0 dollar item in service contract• Change Partner Info (Bill to ID)


Smart Net Total Care Service Level Descriptions

4 4 2 3


Understand support model


Support ModelPurchased

Cisco ServiceReactive Support Proactive Support Operation

Product Support

SolutionSupport

Network Support

Health Check IOS recommendatio

n

Network Optimization

Customer Operation

No Cisco Service

PartnerCustomer

PartnerCustomer

PartnerCustomer

PartnerCustomer

PartnerCustomer

PartnerCustomer

Customer

Partner

SNTC TS PartnerCustomer

PartnerCustomer

PartnerCustomer

PartnerCustomer

PartnerCustomer

Customer

Partner

SSPT TS TS PartnerCustomer

PartnerCustomer

PartnerCustomer

PartnerCustomer

Customer

Partner

TS Advantage TS TS TS PartnerCustomer

PartnerCustomer

PartnerCustomer

Customer

PartnerTSA+AS TS TS TS AS AS AS Customer

PartnerTSA+AS+CMS TS TS TS AS AS AS CMS


Manager your customer contractPurchased Cisco Service GSP Cisco Team Start/End Date

Hardware Support SNT, SNTPSP BaseECDN

China TAC

Global TAC

<MM/DD/YYYY>

Software Support ECMU China TAC

Global TAC

<MM/DD/YYYY>

Solution Support SSSNTECMUS

Solution Support TAC <MM/DD/YYYY>

TS Advantage TSA BronzeSilverGold

HTOM, VIP TAC, HTE <MM/DD/YYYY>


Manage SR progress

Status Description

Cisco Pending Your Cisco Technical Assistance Center engineer is currently investigating the issue. No workaround has been identified at this time.

Close Pending Your Cisco Technical Assistance Center engineer has provided you with a solution that should resolve your issue. Contact the assigned engineer if the problem has not been solved.

Customer Pending Your Cisco Technical Assistance Center engineer has requested information from you and is waiting for your response. No workaround has been identified at this time

Release Pending Cisco development engineering is reviewing the issue for a code fix that would resolve the issue; however, the software release with the fix is not yet available

Customer Requested Closure You requested that the service request be closed

Use the online Cisco Technical Assistance Center Service Request tool to track progress or to update your service requests with notes and attached files.https://mycase.cloudapps.cisco.com/case


Basic Procedures for Incident Management


Service Request

Smart Call Home

Phone

Chat

Email

Support Case Manager

Communities & Social Media CIN Services Service Logistics Operation

Personal Engagement

TAC Technology Expertise

Severity 1 or 2 emergency


How to Initiate a Service RequestRecommended Options

email to [email protected]

Specially recommended for Severity 1 (S1) & Severity 2 (S2)

Specially recommended for Severity 3 (S3) & Severity 4 (S4)

Only recommended for Severity 3 (S3) & Severity 4 (S4)

Call the <local> call center at <insert local toll-free number>

Hand-off to engineer: You are required to be in person to hand-off to a Cisco engineer

Use the Cisco Support Case Manager: https://mycase.cloudapps.cisco.com/case


Opening a Service Request by Phone

• Your Cisco.com ID• Service contract number and serial number• Severity of your service request• Contact information (full name)• Preferred contact method (email, phone number)• Description of the problem you are experiencing and symptoms (business effect, technology, and so on)• Site information (for verification purposes)

When opening a service request by phone, please make sure you have the following information available:

Also recommended:• Network topology, router node name and software version• Details on the troubleshooting steps you have taken and the respective outcome (provide as much detail as possible)• Output from show tech command, if applicable or available, and all relevant output• Internal help desk number (optional)


Opening a Service Request by Website

1. Go to www.cisco.com2. Log in using your Cisco.com ID and

password3. Select the “Support” option4. Click on “Contacts/Support Cases” tab5. Click on “Open or View Cases” button on

the left6. Click on “+ New Support Case”


Before Opening a Service Request • Entitlement Information (S/N, Contract No., CCO ID)

• Clear Problem Statement and Business Impact

• Problem Information;§ Tests and Isolation done§ Output of relevant “show” and “debug” commands, syslog messages and “show tech-support”§ Network topology (softcopy of up-to-date diagrams)

• Remote access for TAC to access customer network § Option for S3/S4, but will speed up the resolution§ Mandatory for S1/S2

• Other reference Service Requests


WebEx Works for Interactive voice & chat!

WebExNetwork(internet)

CustomerNetwork(Private)1. TAC initial WebEx session

2. TAC join WebEx voice bridge

2. TAC send meeting number to customer

3. Customer join the web meeting

3. Customer join WebEx voice bridge

4. Customer connect to local network

5. Customer share the application and let TAC take control


CCO – Access rights – For Contract? For Services Request?

CCO ID

Services Request authority

Cisco.comAccess

CSCC Contract

Administration

Managed through:Individual CCO ID

è Profile ManagerPartner Company level

è SAMTè Let Cisco manage it

Managed through:CSCC Partner Administrator

è CSCCè Assign right toEnd Customer CCO


Cisco Technical Assistance CenterService Request Prioritization – Severity Levels

Severity 1

§ Critical impact to business operations24-hour Cisco and customer commitmentNo workaround available

Severity 2

§ Significant impact to business operationsCisco and customer committed during business hoursNo workaround available

Severity 3

§ Business operations noticeably impairedCisco and customer in frequent contact

Severity 4§ Installation, upgrade, or configuration assistance

General product information

Request Prioritization

Impact to Network

Impact to Business

High

Low High

Severity 1

Severity 2

Severity 3

Severity 4


TAC Hotlines• Hong Kong: (852) 3077 5555• Macau: 0800 352• Taiwan: 0080 161 1206• APAC: +61 2 8446 7411• China:

• 800 810 8886 Password 1819• 400 810 8886 for caller from mobile phone

• 9:00am – 5:00pm China Tac• 5:00pm – 9:00am • SMARTnet user on Routing and Switching• Others: Follow the Sun support by other centers

§ All Cisco TAC hotline link: http://www.cisco.com/en/US/partner/support/tsd_cisco_worldwide_contacts.html#business

§ If Caller wants to speak with specific language, Caller can raise the request to Agent accordingly (e.g English, Mandarin).


TAC Shifts• Follow-the-Sun model (China TAC: 9am to 5pm)

• Ask TAC engineer his/her shift details and work days. Normally shift details are found email signatures

• TAC on Leave & Training, ASK for alternate contact.

• Before shift ends, AGREE with the TAC on action plan on when to work, whether;

• Hand-over next shift.

• Re-queue to next available engineer

• Dispatch to specific time

• Continue working the next day


RMA• RMA provide refurbished replacements and unable to request specific HW version

• Parts arrival time base on RMA creation time, not SR creation time.

• Beware cut-off time for NBD contracts – 3:00 PM. Same day ship contract – 1:00 PM. All local time.

• Make sure part installed site information is correct. Cross boundary request may not be fulfilled.

• Make sure the part included in the service contract is correct and contract added into your CCO profile.

• All new added items in contract would take 30 days stock preparation period.

• With “On-site option” purchased, the engineer dispatch services level is same as the RMA.


Licensing issue

• Contact TAC via PHONE if you have urgent licensing issue.

• Have following information in hand before open TAC SR- S/N - PAK number

• Customer can contact TAC to open a Services Request and ask for Licensing team to map the software license / general license key for the RMA

• Another simple way which most of the customers/partners use, is that they could leverage cisco.com on-line tools • https://tools.cisco.com/SWIFT/LicensingUI/rmaDisplayLicenses

to get the license for RMA automatically.


• Reply to TAC timely with customer pending information and timeline

• Raise SR with exact keyword to avoid wrong queuing• Raise case/escalate after service recovery without history data record

• Choose Use same SR re-queue for different problem• Ask for TAC update with specific question• Multiple log/packet capture with a holistic plan• Don’t Request batch RMA• Raise SR severity and keep online

SR Handling BP

•Logging: Syslog Server, Buffer size•Monitoring: MRTG CPU/Mem Utilization, Netflow


Escalation BasicWhen … Who … How …

Inquiry on Services (for Tier 2 partners): Both New or Renewal, Exception request

Distributors Phone, email

Inquiry on Services Programs (e.g. Services option, Solution Support, etc.)

Distributors, Cisco Service Advisor

Phone, email

Inquiry on CSCC Quote or Services contract, order booking

Cisco Customer and Partner Service team (CPS)

Email, open a case online through portal

Open Technical Services Request with valid contract

Cisco (SNTC, any Cisco Brand Reseller offer)

TAC hotline / online open (provided in later session)

Escalation on an Existing TAC handling TAC Duty Manager Call TAC hotline, ask to speak to Duty Manager

The assigned TAC engineer is not available, but need another TAC engineer NOW

Assign another TAC engineer Call TAC hotline, ask to re-queue to an available TAC engineer

Escalation on RMA shipment Logistics Support Center Urgent: Call TAC hotline TAC # Opt 4) Not-urgent: [email protected]


Escalate BP• An SR/RMA is opened. If SR/RMA is not opened,

services delivery process is not started.

• The SR case is NOT pending for caller reply / close pending status / even closed.

• The correct severity level is being set

• Timely and two way communications with SR owner

• Provide information include• SR/RMA Number(s)• Current situation• Customer sentiment• Help needed and timeline


TS Service Tools and Policy


Services eGrid

https://salesconnect.cisco.com/open.html?c=2029ed1a-1a93-43cd-8c99-9f380420bb1e


Service Availability Matrix

http://samccx.cloudapps.cisco.com/apidc/sam/search.do


Service/Warranty Finder

https://connectthedots.cisco.com/connectdots/serviceWarrantyFinderRequest?fl=sf

http://wwwin-eol.cisco.com/eol/search.html


EoX Report

https://www.cisco.com/c/en/us/products/hw/tsd_products_support_end-of-sale_and_end-of-life_products_list.html

tac case handling and esclation bp - cisco.com · solution support sssnt ... severity 1 (s1) &...

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