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Using Tech Support Website Online Support 20Aug2006

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					Cisco Technical Support Presentation
Using the Cisco Technical Support & Documentation Website for Online Support

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© 2006 Cisco Systems, Inc. All rights reserved.

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Agenda
• Cisco Technical Support & Documentation Website Overview • Product Support • Technology Support • Tools and Additional Resources • Conclusion

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© 2006 Cisco Systems, Inc. All rights reserved.

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Cisco Technical Support & Documentation Website Overview

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Technical Support Services becomes part of the Lifecycle Portfolio

Operate

Optimize Prepare

Technical Support delivers the portfolio of Operate and Optimize services targeted at different customer needs such as:
• Troubleshooting • Hardware and software support • Systems monitoring and management • Optimization assessment

Optimize

Plan

Operate

Design

Implement

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© 2006 Cisco Systems, Inc. All rights reserved.

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Cisco.com Website

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Cisco Technical Support & Documentation Website

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© 2006 Cisco Systems, Inc. All rights reserved.

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Cisco Technical Support & Documentation Website

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© 2006 Cisco Systems, Inc. All rights reserved.

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Product and Support Documentation

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© 2006 Cisco Systems, Inc. All rights reserved.

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Product and Support Documentation

Cisco Products
Select product from:
Product and Support Documentation section

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Product and Support Documentation

Select the router, such as the Cisco 7600 Series using product listing in the center section

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Product and Support Documentation
Consolidated technical resources, organized by: • General Information • Downloads

• Reference Guides
• Design • Install and Upgrade • Configure

• Maintain and Operate
• Troubleshoot and Alerts

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© 2006 Cisco Systems, Inc. All rights reserved.

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Product and Support Documentation

Configure section:
• Configuration Examples and TechNotes
• Configuration Guides • Feature Guides

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© 2006 Cisco Systems, Inc. All rights reserved.

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Product and Support Documentation

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Product and Support Documentation
Troubleshoot and Alerts
• Error and System Messages

• Field Notices
• Security Advisories and Notices • Troubleshooting Guides • Troubleshooting TechNotes

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© 2006 Cisco Systems, Inc. All rights reserved.

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Product and Support Documentation
Document helps to identify:
• Specific booting symptoms • the problems that are likely to cause each symptom • the solutions to those problems

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© 2006 Cisco Systems, Inc. All rights reserved.

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Networking Technology Documentation

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Networking Technology Documentation

Cisco Technologies
Select technology from:
Networking Technology Documentation section

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© 2006 Cisco Systems, Inc. All rights reserved.

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Networking Technology Documentation

• Technology Information

• Design
• Configure • Maintain and Operate

• Troubleshoot and Alerts

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© 2006 Cisco Systems, Inc. All rights reserved.

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Networking Technology Documentation

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© 2006 Cisco Systems, Inc. All rights reserved.

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Tools and Additional Resources

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Tools & Resources

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Tools & Resources
Search tool by Most Requested, Category, or Alphabetical index

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Search
Results page

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Search

The Result

Links directly to the release notes in Bug Toolkit

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TAC Case Collection
• Free text query • Guided search • Search by solution number • View All Solutions • Suggests solutions that come from actual service requests taken by TAC engineers
Voice
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© 2006 Cisco Systems, Inc. All rights reserved.

TAC Case Collection
Free text query

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TAC Case Collection

•Tool will clarify the problem area and frequency • Edit problem type if query has been misunderstood
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TAC Case Collection

• Search results table
• Click “View Solution” links to be taken to solutions

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TAC Case Collection
Detailed solution page

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Output Interpreter
• Analyzes output from “show” commands:
Errors
Warnings Status information Helpful references • Analyzes Cisco IOS®, Catalyst® switch, and secure PIX® firewall software error messages: Explanations Recommended actions

Related resources

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Output Interpreter

Optional step:
See list of supported “show” commands

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Output Interpreter

New optional step:
Problem to command mappings

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Output Interpreter

Results from “show port” command listed by type:
Errors Warnings Status information Helpful references

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Output Interpreter

Results from “show port” command (continued):
Warnings

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Output Interpreter

• Results from “show port” command (continued)
Status information Helpful references

• Feedback form

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© 2006 Cisco Systems, Inc. All rights reserved.

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Software Advisor
• Determines compatibility and feature information for Cisco IOS® Software and Cisco® Catalyst® Operating System software

• New features include:
Configurator tool Expanded results page Advanced options for managing your product profiles

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© 2006 Cisco Systems, Inc. All rights reserved.

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Software Advisor― Find Software Compatible with My Hardware
Matches your hardware with available Cisco® software

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Software Advisor― Find Software Compatible with My Hardware
Compare software that supports the device you configured Results page

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Software Advisor― Find Software with Features I Need
Answers the question: What software has these features?
• Select product • Select features

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Software Advisor― Find Software with Features I Need
Results page provides:
• Releases organized by train • Ability to compare releases • Required memory for download

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© 2006 Cisco Systems, Inc. All rights reserved.

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Software Advisor― Compare Features in Different Releases
Side-by-side comparison of features in Cisco IOS® Software releases
• Common features
• Unique features

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Software Advisor― Compare Features in Different Releases
• Features unique to each image • Features common to both images

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© 2006 Cisco Systems, Inc. All rights reserved.

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Software Advisor― Research a Software Release
Enter hardware information and software requirements

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Software Advisor― Research a Software Release
Compare and download images from results page

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Software Advisor ― Compare Saved Profiles of Compatible Software
Select two saved profiles to find a single set of compatible releases
• Find releases that support both your hardware configuration and software features

• Compare across multiple devices that use the same OS

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Software Advisor ― Manage My Profiles
Edit, delete, download, or upload profiles:
Hardware configuration Hardware list Feature selection

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© 2006 Cisco Systems, Inc. All rights reserved.

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Bug Toolkit
•Research a software upgrade or troubleshoot •Enter known bug ID •Search bugs related to Cisco IOS® Software by release •Search for bugs in other Cisco® software or hardware
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PIX

PIX Device Manager

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Bug Toolkit

Search criteria: • Version or revision • Keywords • Advanced options, for example, severity level and bug status group

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© 2006 Cisco Systems, Inc. All rights reserved.

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Bug Toolkit
Results

Your selected criteria

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© 2006 Cisco Systems, Inc. All rights reserved.

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Bug Toolkit
Details about an individual bug

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© 2006 Cisco Systems, Inc. All rights reserved.

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Bug Toolkit
Save bug in:
•Existing group •New group

Select update options:
•None – Use “My Stuff” link instead •In e-mail as they occur •Weekly summaries in e-mail

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© 2006 Cisco Systems, Inc. All rights reserved.

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Bug Toolkit

Edit your bug groups:
• Delete bugs • Change or update notification settings

Your bug groups

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© 2006 Cisco Systems, Inc. All rights reserved.

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TAC Service Request Tool
• Create or query your Service Requests from the Technical Support & Documentation site

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© 2006 Cisco Systems, Inc. All rights reserved.

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Set Up Request Page

Setup Request Page
• Link to TAC Case Collection for optional troubleshooting
• Complete your contact information

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© 2006 Cisco Systems, Inc. All rights reserved.

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Describe Problem Page
• Add more information for your TAC engineer • Choose options that most closely match your technical support issue
We are trying to set up our PIX firewall for failover and need assistance

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© 2006 Cisco Systems, Inc. All rights reserved.

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Specify Product Page
Show Product drop down selections: • All contracts in user’s profile or • All Cisco Products “Show only products related to your Technology Category” checkbox (default) • Lists Product Family values filtered by Tech/Subtech selected on previous page. • Uncheck to expand the list of Product Families

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© 2006 Cisco Systems, Inc. All rights reserved.

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Location Page
• New filters at top of page to aid user in finding contract/site information more quickly • If user cannot find site, choose “Select if product is not at any sites listed for this contract” and continue • Choose “Select a different contract” Radio button at bottom to enter a different contract number

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© 2006 Cisco Systems, Inc. All rights reserved.

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Finish Request Page
• User can review/edit Service Request details by the Edit Details link. • Service Request # is displayed • From here user can: Upload Files Update Service Request Create a new request Link to TAC Case Collection

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© 2006 Cisco Systems, Inc. All rights reserved.

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My Tech Support Personalization Feature

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Conclusion

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Cisco Technical Support Newsletter
Subscribe at: www.cisco.com/techsupport/newsletter
• Receive the latest technical information and tool updates • Subscribe at above URL or via subscribe link at www.cisco.com/ techsupport
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Training Resources
Cisco Technical Support Seminars

• Learn how to
navigate the Cisco Technical Support & Documentation Website for technical resources

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© 2006 Cisco Systems, Inc. All rights reserved.

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Conclusion
Benefits of the Cisco Technical Support & Documentation Website include:
• Improved navigation • Enhanced search capabilities

• One location for all technical documentation
• Direct access to the TAC Service Request Tool

• Personalization feature – My Tech Support
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