[cisco-voip] TAC question

[Mike Olivere]

I always get the backbone team when I open a case (I'm a CCIE in good standing ). If one of my customers opens a case they must have it re queued to get to a more experienced engineer, but it all depends on the nature of the issue. The backbone team shouldn't be taking cases for issues like phone provisioning etc..  

Sent from my iPhone

On Aug 14, 2013, at 11:07 AM, "Ryan Ratliff (rratliff)" <rratliff at cisco.com> wrote:

> 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.
>> 
> 
> 
> 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
> _______________________________________________
> cisco-voip mailing list
> cisco-voip at puck.nether.net
> https://puck.nether.net/mailman/listinfo/cisco-voip
> 
> _______________________________________________
> cisco-voip mailing list
> cisco-voip at puck.nether.net
> https://puck.nether.net/mailman/listinfo/cisco-voip
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <https://puck.nether.net/pipermail/cisco-voip/attachments/20130814/22b6685c/attachment.html>