The Cisco Technical Assistance Center (TAC) provides unparalleled technical support service to Army customers to best meet customer’s needs.
How to Open Service Requests with Cisco TAC
There are four Severity Levels for support:
Severity 1 (S1). Network or environment is down or there is a critical issue affecting business operations. WWT and Cisco, along with the Government POC, will commit to 24x7 coverage until the case is resolved.
Severity 2 (S2). Operations on an existing network or environment is severely degraded. WWT and Cisco, along with the Government POC, will commit full-time resources during standard business hours to resolve the situation.
Severity 3 (S3). Operational performance of your network or environment is impaired. WWT and Cisco, along with the Government POC, will commit resources during standard business hours to resolve.
Severity 4 (S4). Information is required on Cisco product capabilities, installation, or configuration. There is little or no impact on your business operations.
For Severity Levels 1 and 2
Note: You must have of the following to request assistance:
For Severity Levels 3 and 4
If your case is not progressing adequately, or in the case of unsatisfactory service, escalate your request as follows:
During normal business hours (M-F, 8 a.m. – 6 p.m Eastern)
Outside of normal business hours, including weekends and holidays
Created July 9, 2021