[cisco-voip] TAC question

[Erick Wellnitz]

We aren't a partner.  I understand that handing off the case is a bad idea
since this team is relatively new to Cisco UC.

The disparity in responsiveness is my concern because I am not always
available to work the issue.







On Wed, Aug 14, 2013 at 10:44 AM, Wes Sisk <wsisk at cisco.com> wrote:

> Erick,
>
> We see very good performance, feedback, and stats from our partners. If
> there are specific concerns we'd really like to know.
>
> Regarding opening a case and handing it off - how do you feel that plays
> out? For us it means we assume and approach CCIE caliber expertise and
> communication. We've seen some instances where non-CCIE's don't really
> speak the lingo and friction ensues.
>
> -Wes
>
> 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
>
>
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <https://puck.nether.net/pipermail/cisco-voip/attachments/20130814/a43e9d7e/attachment.html>