[cisco-voip] TAC question

[Ryan Ratliff (rratliff)]

Basic troubleshooting makes me wonder what is different about you from the rest of your team?
Here's the answer.
http://www.cisco.com/web/learning/certifications/expert/program/index.html
Technical Service Requests (Case Routing)

Service requests made to Cisco Technical Support (TS) by CCIEs in good standing, on behalf of an organization with a valid support contract, will be routed directly to the more experienced core TS support engineers. Routing is done automatically based on Cisco User ID; no special phone number or URL is required. For more information, contact Cisco Technical Support<http://www.cisco.com/warp/public/687/Directory/DirTAC.shtml>.

I'd love to hear the other (non Cisco) folks chime in on whether this applies to cases the CCIE works directly or opens and then hands off to a (non-CCIE) colleague.

-Ryan

On Aug 14, 2013, at 10:34 AM, Erick Wellnitz <ewellnitzvoip at gmail.com> wrote:

Wondering if any of the Cisco guys could shed some light on a situation?

Guys on my team, non CCIE, non Partner, are getting thrid party 'engineers' when they open TAC cases and very poor service.  Is this the norm now?  When I open a case I get a 15 - 20 minute response time even on sev. 4 cases.

It's kind of goofy that in order to get a deccent TAC engineer I would have to open all of the cases and hand them off.

Thanks!

-E
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