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Cisco Severity and Escalation Guidelines

The document outlines Cisco's severity and escalation guidelines for issues reported by an end user. It defines four severity levels - with Severity 1 being the most critical with networks or environments down, and Severity 4 being the least critical with only information requests. It also provides escalation timelines, committing more resources and management for more critical Severity 1 and 2 issues. End users are encouraged to escalate if inadequate progress is being made on any issue.

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Hafeez Mohammed
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464 views1 page

Cisco Severity and Escalation Guidelines

The document outlines Cisco's severity and escalation guidelines for issues reported by an end user. It defines four severity levels - with Severity 1 being the most critical with networks or environments down, and Severity 4 being the least critical with only information requests. It also provides escalation timelines, committing more resources and management for more critical Severity 1 and 2 issues. End users are encouraged to escalate if inadequate progress is being made on any issue.

Uploaded by

Hafeez Mohammed
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PDF, TXT or read online on Scribd
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Cisco Severity and Escalation Guidelines


End-User must assign a severity to all problems submitted to Cisco.
Severity 1 means an existing Network or Environment is down or there is a critical impact to End Users
business operation. End User and Cisco both will commit full-time resources to resolve the situation.
Severity 2 means operation of an existing Network or Environment is severely degraded or significant
aspects of End Users business operation are negatively impacted by unacceptable Network or Environment
performance. End User and Cisco both will commit full-time resources during Standard Business Hours to
resolve the situation.
Severity 3 means operational performance of the Network or Environment is impaired, although most
business operations remain functional. End User and Cisco both are willing to commit resources during
Standard Business Hours to restore service to satisfactory levels.
Severity 4 means information is required on Cisco product capabilities, installation, or configuration. There
is little or no impact to End Users business operation. End User and Cisco both are willing to provide
resources during Standard Business Hours to provide information or assistance as requested.
If you do not believe that adequate progress is being made or that the quality of Cisco service is satisfactory,
we encourage you to escalate the problem to the appropriate level of management by asking for the TAC
duty manager.
Figure 1 Cisco Escalation Guideline
Elapsed Time*

Severity 1

1 hour

TAC Team Alert


(Mgr copied)
TAC Manager
(Global Mgrs and
Duty Managers
copied)

2 Hour

4 hours
5 Hours

TAC Director

12 Hours

TAC Director
Second Alert
VP, Global
Technical Center
President

24 hours
48 hours

Severity 2

Severity 4

TAC Team Alert


(Mgr copied)
TAC Manager
(Global Mgrs and
Duty Managers
copied)

TAC Director
VP, Global
Technical Center

72 hours
96 hours

Severity 3

TAC Manager
President

TAC Director

TAC Manager

* Severity 1 escalation times are measured in calendar hours24 hours per day, 7 days per week. Severity
2, 3, and 4 escalation times correspond with Standard Business Hours.

Controlled Doc. #EDM-119772815 Ver: 1.0 Last Modified:4/1/2015 9:58:12 PM CISCO CONFIDENTIAL
Cisco_Severity_and_Escalation_Guideline-current.doc

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