[c-nsp] Cisco TAC issues - can someone from Cisco enlighten meon this?

[Daniska, Tomas]

on the other hand,

I open all of my cases with all relevant information and as explanatory
comments as possible. *AND* I immediately call the dispatcher and ask
for the case be requeued to Brussels. Simple, effective. I've yet to see
an engineer from bru ignoring the information that's pre-attached. And
in bru, even the first-line engs are reasonable enough to call in their
escallation as soon as they get into the picture and see if they can
help with the issue themselves.


(btw - asking for requeue to bru is what everybody reasonable at Cisco
recommends to do - of course for europe...)

--

deejay


> -----Original Message-----
> From: cisco-nsp-bounces at puck.nether.net [mailto:cisco-nsp-
> bounces at puck.nether.net] On Behalf Of Mark Tinka
> Sent: Monday, September 21, 2009 9:40 AM
> To: cisco-nsp at puck.nether.net
> Subject: Re: [c-nsp] Cisco TAC issues - can someone from Cisco
> enlighten meon this?
> 
> On Monday 21 September 2009 12:58:05 pm Justin M. Streiner
> wrote:
> 
> > I've run into this in the past with different vendors,
> > even on occasions when the most frequently needed
> > information ("show tech", "request tech-support", etc...)
> > is attached to the support case before it gets assigned
> > to an engineer.  A response like the one that was
> > previously posted indicates that the engineer who handled
> > the case failed to look at those attachments, wasting
> > time and effort on both sides.
> 
> Same here; and we've seen this both for Cisco and other
> vendors.
> 
> We spend the time to post the usual details support
> engineers would need when we first submit the case, i.e.:
> 
> 	o software version
> 	o platform type/model
> 	o status before issue
> 	o status during issue
> 	o mitigating actions taken to resolve issue
> 	o current status
> 	o any changes that could be impacting
> 	o how badly the network is affected
> 	o what the impact may mean for business
> 	o e.t.c.
> 
> ... and then we get back a list of questions asking us the
> very things we've submitted. Many times, I've sent back an
> e-mail to the support engineers asking them to read my
> submission and then come back to me - and it works, although
> I'd rather not waste time doing that.
> 
> Given how difficult dealing with TAC(s) can be via e-mail,
> we've never engaged them on phone, unless when they call us
> to run labs, fortunately or otherwise.
> 
> It could be a lot better...
> 
> Cheers,
> 
> Mark.
> 
> 
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> (20090918) __________
> 
> Tuto spravu preveril ESET NOD32 Antivirus.
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> 
 

__________ Informacia od ESET NOD32 Antivirus, verzia databazy 4437
(20090918) __________

Tuto spravu preveril ESET NOD32 Antivirus.

http://www.eset.sk