[c-nsp] Cisco TAC successfully disappoints again

[Jared Mauch]

There's only one type of bug that they don't disclose to customers, and that is if the notes have $$PSIRT in there marking it as a security related defect.

All other defects encountered by a customer should get a "RNE" (release note) and be set to be visible on CCO.

It is not the job of the account team to provide you information about software defects, it is the role of the support organization.

If you have more details, eg SR/DDTS I can forward a note to some people there, or there are some folks from Cisco on the list that can look it up and provide details.

Most people at Cisco are not familiar with their policy of making all bugs that impact customers available, so just take the lazy way out.

You should also talk to the "DM" aka Duty Manager and they can work to resolve the issue.

- Jared

On Dec 19, 2012, at 10:49 AM, Joe Maimon wrote:

> What exactly does Support mean? I just cannot believe the following fits the definition.
> 
> Hello Joe,
> 
> My name is J*** C**** and I’m the manager of the Routing Protocols team within Cisco TAC. I’m contacting you on behalf of J*** M***** who is the owner of this SR.
> 
> After reviewing the case notes, I understand that you’re hitting a known bug and J*** was able to share with you some details of it as it is an internal bug. Due to this situation, we can not disclose any additional details as we can’t go against our policies, what I would like to suggest is in case you have an account team, feel free to contact them directly so they can help you with this request.
> 
> Feel free to contact me in case you have any other concerns, and also please let us know how to proceed with this SR.
> 
> Kind regards,
> 
> J**** C****
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