[c-nsp] How can one escalate within Cisco TAC?

[Eli Kagan]

 Hi Hank,I had similar experience with Cisco TAC in the past. I managed to escalate it via my Cisco account rep. That landed the case on the desk of someone who actually knows a thing or two and we were able to at least have an intelligent conversation about the issue. 
Realistically though, I understand that Cisco is not going to fix my issues anytime soon so I just learnt to live with it.
-- ek





    On Wednesday, February 8, 2023 at 02:48:50 AM EST, Hank Nussbacher via cisco-nsp <cisco-nsp at puck.nether.net> wrote:  
 
 We opened a case on Jan 22 (Case #694936467).  Since then we have 
exchanged countless email, countless logs and countless command output 
captures.


On Jan 31 we requested transfer to a more senior IOS-XR team. The case 
was transferred to Mexico TAC on Jan 31 and was assigned an engineer, 
yet after 9 days we have not heard from anyone inside Cisco TAC.  The 
case is listed as moderate - we requested that the case be moved to 
Amsterdam on Feb 5 and as of today no Cisco engineer is assigned to the 
case, no engineer manager is listed and it would appear that after 9 
days in TAC limbo, no one wants to touch this TAC case since they have 
run out of ideas of how to solve it.


So how does one escalate such an issue within TAC?  Is there some secret 
email like escalations at cisco.com or vp-tac at cisco.com that one can contact?


Thanks,

Hank

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