<html><head><meta http-equiv="content-type" content="text/html; charset=utf-8"></head><body dir="auto"><div>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.. <br><br>Sent from my iPhone</div><div><br>On Aug 14, 2013, at 11:07 AM, "Ryan Ratliff (rratliff)" <<a href="mailto:rratliff@cisco.com">rratliff@cisco.com</a>> wrote:<br><br></div><blockquote type="cite"><div>
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Basic troubleshooting makes me wonder what is different about you from the rest of your team?
<div>Here's the answer.</div>
<div><a href="http://www.cisco.com/web/learning/certifications/expert/program/index.html">http://www.cisco.com/web/learning/certifications/expert/program/index.html</a>
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<h3>Technical Service Requests (Case Routing)</h3>
<p>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
<a href="http://www.cisco.com/warp/public/687/Directory/DirTAC.shtml">Cisco Technical Support</a>.</p>
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<div>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.</div>
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<div>-Ryan </div>
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<div>On Aug 14, 2013, at 10:34 AM, Erick Wellnitz <<a href="mailto:ewellnitzvoip@gmail.com">ewellnitzvoip@gmail.com</a>> wrote:</div>
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<div>Wondering if any of the Cisco guys could shed some light on a situation?</div>
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<div>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.</div>
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<div>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.</div>
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<div>Thanks!</div>
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<div>-E</div>
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