TAC Service Request Tool (TSRT)

The primary tool used to submit customer support issues

© 2009 Cisco Systems, Inc. All rights reserved. 1

TAC Service Request Tool (TSRT)
 Primary tool used to submit customer support
issues
 Four-step process with filter options to help you
easily find information
 Use for Severity 3 issues
 Contact the TAC directly for Severity 1 or 2 issues

© 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential

Terms You Should Know

 Serial Number (SN)

The unique number associated
with your Cisco device

 Contract
Specifies your entitlement and
includes your serial numbers
(or your customer’s SNs)

© 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential

Information You’ll Need

 A valid Cisco ID

 A valid email address or a

phone contact

 Your device serial number

(SN) – key to successful
submission of your service
request

© 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential

 Visit the Cisco Support Website First
Technical
Documents

Tools &
Resources

NetPro
Community

Security
Advisories

© 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential

Create a New TAC Service Request

Create a New
Service Request

© 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential

 Step 1. Setup Request

Review Important
Information

Check the TAC Case

Collection First

© 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential

 Step 1. Evaluate Issue & Contact Information

Evaluate the
Impact
of the Issue

Provide Your
Contact
Information

© 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential

Step 2. Describe Problem

Enter a Title for the

Service Request

Describe the
Problem

Provide Additional
Information
(Optional)

© 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential

Step 2. Technology Category

Select Technology
Group or Product
Family

Select
Subtechnology

Select Problem Type

© 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential

Step 2. Product Identification

Enter Serial
Number

Click Yes

Don’t know the

Serial Number?
Use the Cisco
Product
Identification Tool

© 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential

Query Previously Submitted Service Requests

Query TAC
Service Request
to Locate SN

© 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential

Service Request or Contract Number Search

Search by
Service Request

Search by
Contract

© 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential

 Advanced Search

Use Advanced
Search to Refine
Your Search

© 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential

Step 2. Product Identification

Click No if you
still do not have
a Serial Number

© 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential

Step 3. Specify Product to Find Serial Number

Search Under All

Contracts or All
Cisco Products

Complete Step 3 Only if you are

Unable to Locate Your Serial Number

© 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential

 Step 3. Select Product

Select Product
Select Product
Family

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 Step 4. Review Your Service Request

Review or Edit
Your Service
Request

© 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential

Step 4. Submit Request

Submit Your
Service Request

© 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential

 Submission Confirmation
Get Service
Request
Number

See Optional
Next Steps

© 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential

© 2009 Cisco Systems, Inc. All rights reserved. Cisco Confidential 21