[cisco-voip] TAC response time?

Tue Apr 28 13:23:47 EDT 2009

Yes, I have to admit, that has been a great change in the .sigs of TAC engineers. 

--- 
Lelio Fulgenzi, B.A. 
Senior Analyst (CCS) * University of Guelph * Guelph, Ontario N1G 2W1 
(519) 824-4120 x56354 (519) 767-1060 FAX (JNHN) 
^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^ 
"Bad grammar makes me [sic]" - Tshirt 

----- Original Message ----- 
From: "Adam Frankel" <afrankel at cisco.com> 
To: "Paul" <asobihoudai at yahoo.com>, "Scott Voll" <svoll.voip at gmail.com>, "Lelio Fulgenzi" <lelio at uoguelph.ca> 
Cc: "Matt Slaga (US)" <Matt.Slaga at us.didata.com>, cisco-voip at puck.nether.net, "Matthew Loraditch" <MLoraditch at heliontechnologies.com> 
Sent: Tuesday, April 28, 2009 12:38:23 PM GMT -05:00 US/Canada Eastern 
Subject: RE: [cisco-voip] TAC response time? 

The TAC Engineer you are working with should have his or her office hours in the email signature. If they are not, feel free to ask the engineer to have the SR dispatched to a timezone closer to you if you feel that the times are too far off, he/she will generally be happy to update the case notes with current Problem Description and Action Plan and dispatch the case to an engineer closer to your time zone. 

Adam Frankel 
Customer Support Engineer 
Unfied Communications Infrastructure 
[Phone Number] 9am-5pm EDT (GMT -4) 

-----Original Message----- 
From: cisco-voip-bounces at puck.nether.net [mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Paul 
Sent: Tuesday, April 28, 2009 12:17 PM 
To: Scott Voll; Lelio Fulgenzi 
Cc: Matt Slaga (US); cisco-voip at puck.nether.net; Matthew Loraditch 
Subject: Re: [cisco-voip] TAC response time? 

Austin has a lot of solid voice guys. I'm not sure who you had problems with there but I've had plenty of great engineers from CST. 

________________________________ 
From: Scott Voll <svoll.voip at gmail.com> 
To: Lelio Fulgenzi <lelio at uoguelph.ca> 
Cc: cisco-voip at puck.nether.net; Matt Slaga (US) <Matt.Slaga at us.didata.com>; Matthew Loraditch <MLoraditch at heliontechnologies.com> 
Sent: Tuesday, April 28, 2009 11:48:38 AM 
Subject: Re: [cisco-voip] TAC response time? 

It also helps to know during what times you will get which call center. 

I'm PDT. If I get a ticket started before I come in I get RTP (which I seem to get good engineers) but if I open a ticket mid day I get really bad service typically. if I open a ticket toward the end of the day I get either San Jose or Australia. Both of which I've had good luck with but there shifts usually are a little late for the things I'm working on unless I'm working after hours. if its a really late night the UK is also pretty good. Its just the mid day when I get that central time zone that seems to really stinks IMHO. 

YMMV 

Scott 

On Tue, Apr 28, 2009 at 7:10 AM, Lelio Fulgenzi <> wrote: 

Definitely call in the morning. Many TAC engineers accept new tickets in the first half of their shift. If you call in the morning, you're likely getting someone outside your time zone. 

It is also helpful to put into your ticket your timezone and ask to be assigned to someone in your timezone. 

I've ran into problems in the afternoon on many occassions where I waited until the next morning to open a ticket. It's just easier. 

--- 
Lelio Fulgenzi, B.A. 
Senior Analyst (CCS) * University of Guelph * Guelph, Ontario N1G 2W1 
(519) 824-4120 x56354 (519) 767-1060 FAX (JNHN) 
^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^ 
"Bad grammar makes me [sic]" - Tshirt 

----- Original Message ----- 
From: "Matt Slaga (US)" <> 
To: "Matthew Loraditch" <>, "Jeff Ruttman" < 
Sent: Tuesday, April 28, 2009 9:26:38 AM GMT -05:00 US/Canada Eastern 
Subject: Re: [cisco-voip] TAC response time? 

Best thing to do is call in the morning and ask for the case to be re-queued. Chances are, your case was picked up from another time zone and won’t be looked at until they get in. 

From:cisco-voip-bounces at puck.nether.net [mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Matthew Loraditch 
Sent: Tuesday, April 28, 2009 9:16 AM 
To: Jeff Ruttman; cisco-voip at puck.nether.net 
Subject: Re: [cisco-voip] TAC response time? 

Depends on who you get, what department, etc, but not abnormal in my experience 

Matthew Loraditch 
1965 Greenspring Drive 
Timonium, MD 21093 

From:cisco-voip-bounces at puck.nether.net [mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Jeff Ruttman 
Sent: Tuesday, April 28, 2009 9:11 AM 
To: cisco-voip at puck.nether.net 
Subject: [cisco-voip] TAC response time? 

Greetings, 

I opened my first TAC case (that didn’t involve faulty equipment) last week on Thursday. I did get a call back on Thurs after I had left work for the day. I returned the call the next morning and left a VM. I’ve called (and left VM) and emailed a few more times since, but I’ve received no further response as yet. 

Is this to be expected on Sev 3 case? 

Thanks 
jeff 
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