Obtaining Technical Assistance
Cisco TAC inquiries are categorized according to the urgency of the issue:
Priority level 4 (P4) You need information or assistance concerning Cisco 
product capabilities, product installation, or basic product configuration.
Priority level 3 (P3) Your network performance is degraded. Network 
functionality is noticeably impaired, but most business operations continue.
Priority level 2 (P2) Your production network is severely degraded, 
affecting significant aspects of business operations. No workaround is 
Priority level 1 (P1) Your production network is down, and a critical impact 
to business operations will occur if service is not restored quickly. No 
workaround is available.
The Cisco TAC resource that you choose is based on the priority of the problem 
and the conditions of service contracts, when applicable.
Cisco TAC Web Site
You can use the Cisco TAC Web Site to resolve P3 and P4 issues yourself, saving 
both cost and time. The site provides around the clock access to online tools, 
knowledge bases, and software. To access the Cisco TAC Web Site, go to this 
All customers, partners, and resellers who have a valid Cisco service contract have 
complete access to the technical support resources on the Cisco TAC Web Site. 
The Cisco TAC Web Site requires a Cisco.com login ID and password. If you have 
a valid service contract but do not have a login ID or password, go to this URL to 
If you are a Cisco.com registered user, and you cannot resolve your technical 
issues by using the Cisco TAC Web Site, you can open a case online by using the 
TAC Case Open tool at this URL:
If you have Internet access, we recommend that you open P3 and P4 cases through 
the Cisco TAC Web Site.
ALI Formatting Tool User Guide for SBC Pacific Bell
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