1 Cisco’s Technical Assistance Center Jeff Tamer TAC Manager, CA Jeff Tamer TAC Manager, CA .

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Cisco’sTechnical Assistance

Center

Cisco’sTechnical Assistance

CenterJeff Tamer

TAC Manager, CA

www.cisco.com/tac

Jeff Tamer

TAC Manager, CA

www.cisco.com/tac

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Mission StatementMission Statement

Remove all barriers to customers’ successful deployment of global

networks by understandingtheir needs and exceeding

their expectations.

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Cisco TAC - The Goals

• High customer satisfaction

• Fast time to resolution

• Proper engineering solutions

• Courteous service

• Efficient service

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HH

Support Backbone

Main TACs

Satellite TACs.

RTP, NCSan Jose

BrusselsBrussels

London

Sydney

TokyoSeoulSeoul

BeijingBeijing

• 75,000+ Cases / month• 4.5+ Overall Satisfaction • 24X7 WW backbone / 140+ languages• 1400+ TAC Engineers (400+ CCIE’s)

• 75,000+ Cases / month• 4.5+ Overall Satisfaction • 24X7 WW backbone / 140+ languages• 1400+ TAC Engineers (400+ CCIE’s)

Global Backbone ServicesGlobal Backbone Services

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TAC Technology TeamsTAC Technology Teams

NMSNMS

Voice /AVVID

Voice /AVVID

RoutingProtocolsRouting

Protocols

Wireless /Optical

Wireless /Optical

WANSwitching

WANSwitching

DSLCableDSL

Cable

WAN /ACCESS

WAN /ACCESS

NetworkScalabilityNetwork

Scalability

CampusSwitching

CampusSwitching

IBMIBM

LAN Switching

LAN Switching

SECURITYSECURITY

• Case Handling

• Service Level

• Priority

• Tech. Description

• Contact Details

• Case Handling

• Service Level

• Priority

• Tech. Description

• Contact Details

GCCGlobal Contact

Center :

GCCGlobal Contact

Center :

ESCALATION

ESCALATION

Hotline : USA +1 800 553 2447

Hotline : USA +1 800 553 2447

Web : www.cisco.com

Web : www.cisco.com

E-Mail : [email protected]

E-Mail : [email protected]

Live Handoff

Live Handoff

Phone Q Phone Q

Call-back orE-Mail ReplyCall-back orE-Mail Reply

CAPCAP

DEDE

GPSGPS

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Customer / PartnerDetermines PrioritiesCustomer / Partner

Determines Priorities

Production network downProduction network downCritical impact to business operationsCritical impact to business operations24 hour Cisco and customer commitment24 hour Cisco and customer commitment

No work-around availableNo work-around available

Network severely degradedNetwork severely degraded

Cisco and customer committed during business hoursCisco and customer committed during business hoursNo work-around availableNo work-around available

Significant impact to business operationsSignificant impact to business operations

• Priority 1• Priority 1

• Priority 2• Priority 2

• Priority 3• Priority 3

• Priority 4• Priority 4

Network functionality degradedNetwork functionality degradedBusiness operations noticeably impairedBusiness operations noticeably impairedCisco and customer in frequent contactCisco and customer in frequent contact

Installation, upgrade or configuration assistanceInstallation, upgrade or configuration assistanceGeneral assistanceGeneral assistance

General product informationGeneral product information

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Automatic Problem EscalationAutomatic Problem Escalation

1 Hour1 Hour

4 Hours4 Hours

24 Hours 24 Hours

48 Hours 48 Hours

72 Hours72 Hours

96 Hours96 Hours

Priority 1(Network Down))

Priority 1(Network Down))

Priority 2(Severe Impact)

Priority 2(Severe Impact)

TACManager

TACManager

TACDirector

TACDirector

VP, Cust. Advocacy

VP, Cust. Advocacy

PresidentPresident

ElapsedTime

ElapsedTime

TACManager

TACManager

TACManager

TACManager

TACDirector

TACDirector

TACManager

TACManager

VP, Cust. Advocacy

VP, Cust. Advocacy

PresidentPresident

TACDirector

TACDirector

Priority 4(General

Assistance)

Priority 4(General

Assistance)

Priority 3(Impaired Ops.)

Priority 3(Impaired Ops.)

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TAC Duty ManagerTAC Duty Manager

Responsibilities :

• Responsible for all escalations

• Rotating function between all TAC managers

• Available 24x7

• Available in every TAC center, worldwide

Responsibilities :

• Responsible for all escalations

• Rotating function between all TAC managers

• Available 24x7

• Available in every TAC center, worldwide

Call the TAC:

USA : 1- 800-553-24HrInt’l : +1- 408-526-7209

Ask for the Duty Manager

Call the TAC:

USA : 1- 800-553-24HrInt’l : +1- 408-526-7209

Ask for the Duty Manager

How to contact the Duty ManagerHow to contact the Duty Manager

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Listening to CustomersListening to Customers

• Transactional Surveys

• Cisco’s Networkers’ Conference

• Executive Briefing Center Visits

• Customer Site Visits

“

”

Every point of contact…

Sets our priorities.

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Transactional SurveyTransactional 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-2000REPLY 08-JUN-2000CUSTOMER :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

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Cisco TAC Web Site Mission Cisco TAC Web Site Mission

The Technical Assistance Center (TAC) empowers customers

by providing an onlineconnection to Cisco’s wealth

of knowledge and experience

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Online Technical Support BenefitsOnline Technical Support Benefits

• Increase productivity and efficiency

• Enhance self-reliance

• Increase customer satisfaction and loyalty

• Improve your competitive advantage

• Save time and money

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TAC CertificationTAC 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

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Major Sections of The Cisco TAC Web Site

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

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TAC Home PageTAC Home Page

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Top IssuesTop Issues

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Product PagesProduct Pages

•Hierarchical Design

•Find all the information relevant to your Cisco product in one place

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TAC Technology PagesTAC Technology Pages

• Hierarchical Design

• Organized for fast, efficient access to critical technical support functions...

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TAC SoftwareTAC Software

• View software requirements by product

• Downloadand go

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Interactive SearchInteractive Search

•Natural Language

•Interactive Questions

•Task Based

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TAC Troubleshooting ToolsTAC Troubleshooting Tools

Most comprehensive collection of online troubleshootingtools in the industry

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TAC Output InterpreterTAC Output Interpreter

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Feature NavigatorFeature Navigator

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TAC Compatibility ToolsTAC Compatibility Tools

Most comprehensive collection of online product compatibility anywhere!

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TAC DocumentationTAC Documentation

Critical technical information at your fingertips

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Cisco Live!

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...

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Case Escalation Case Escalation

Use the web to open a TAC case

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TAC Web Tools Trainingwww.cisco.com/ tac/ training

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!

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CyberSeminarsCyberSeminars

New Resource:

• Costs less

• Awareness and excitement are growing!

• Saves the SE, AM, GSM organizations significant amounts of training time

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The NewsletterThe Newsletter

Bringing updates straight to your desktop.

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We Value Your FeedbackWe 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