1 © 2006 Cisco Systems, Inc. All rights reserved. Session Number Presentation_ID Using the Cisco...

1© 2006 Cisco Systems, Inc. All rights reserved.

Session NumberPresentation_ID

Using the Cisco Technical Support & Documentation Website for Online Support

Using the Cisco Technical Support & Documentation Website for Online Support

Cisco Technical Support Presentation

222© 2006 Cisco Systems, Inc. All rights reserved.Presentation_ID

Agenda

• Cisco Technical Support & Documentation Website Overview

• Product Support

• Technology Support

• Tools and Additional Resources

• Conclusion


Cisco Technical Support & Documentation Website Overview

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Technical Support Services becomes part of the Lifecycle Portfolio

PlanOptimize

Operate Design

Implement

Prepare

Operate

Technical Support delivers the portfolio of Operate and Optimize services targeted at different customer needs such as:

• Troubleshooting• Hardware and software support• Systems monitoring and management• Optimization assessment

Optimize


Cisco.com Website


Cisco Technical Support & Documentation Website


Product and Support Documentation

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Cisco Products

Select product from:Product and Support

Documentation section



Select the router,

such as the Cisco

7600 Series using

product listing in

the center section



• General Information

• Downloads

• Reference Guides

• Design

• Install and Upgrade

• Configure

• Maintain and Operate

• Troubleshoot and Alerts

Consolidated technical resources, organized by:



Configure section:

• Configuration Examples and TechNotes

• Configuration Guides

• Feature Guides



• Error and System Messages

• Field Notices

• Security Advisories and Notices

• Troubleshooting Guides

• Troubleshooting TechNotes

Troubleshoot and Alerts



Document helps to identify:

• Specific booting symptoms

• the problems that are likely to cause each symptom

• the solutions to those problems


Networking Technology Documentation

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Cisco Technologies

Select technologyfrom:Networking Technology Documentation section



• Technology Information

• Design

• Configure

• Maintain and Operate

• Troubleshoot and Alerts


Tools and Additional Resources



Tools & Resources


Tools & Resources

Search tool by Most Requested, Category, or Alphabetical index


Search

Results page


Search

Links directly tothe release notesin Bug Toolkit

The Result


TAC Case Collection

• Free text query

• Guided search

• Search by solution number

• View All Solutions

• Suggests solutions that come from actual service requests taken by TAC engineers

Voice


TAC Case CollectionTAC Case Collection

Free text query



•Tool will clarify the problem area and frequency• Edit problem type if query has been misunderstood



• Search results table

• Click “View Solution” links to be taken to solutions



Detailed solution page


Output Interpreter

• Analyzes output from “show” commands:

Errors

Warnings

Status information

Helpful references

• Analyzes Cisco IOS®, Catalyst® switch, and secure PIX® firewall software error messages:

Explanations

Recommended actions

Related resources


Output Interpreter

Optional step:

See list of supported “show” commands


Output Interpreter

New optional step:

Problem to command mappings


Output Interpreter

Results from “show port” command listed by type:

Errors

Warnings

Status information

Helpful references


Output Interpreter

Results from “show port” command (continued):

Warnings


Output Interpreter

• Results from “show port” command (continued)

Status information

Helpful references

• Feedback form


Software Advisor

• Determines compatibility and feature information for Cisco IOS® Software and Cisco® Catalyst® Operating System software

• New features include:

Configurator tool

Expanded results page

Advanced options for managing your product profiles


Software Advisor― Find Software Compatible with My Hardware

Matches your hardware with available Cisco® software


Software Advisor― Find Software Compatible with My Hardware

Compare software that supports the device you configured

Results page


Software Advisor― Find Software with Features I Need

Answers the question: What software has these features?

•Select product

•Select features


Software Advisor―Find Software with Features I Need

Results page provides:

• Releases organized by train

• Ability to compare releases

• Required memory for download


Software Advisor―Compare Features in Different Releases

Side-by-side comparison of features in Cisco IOS® Software releases

• Common features

• Unique features


Software Advisor― Compare Features in Different Releases

•Features unique to each image

•Features common to both images


Software Advisor― Research a Software Release

Enter hardware information and software requirements


Software Advisor―Research a Software Release

Compare and download images from results page


Software Advisor ― Compare Saved Profiles of Compatible Software

Select two saved profiles to find a single set of compatible releases

•Find releases that support both your hardware configuration and software features

•Compare across multiple devices that use the same OS


Software Advisor ― Manage My Profiles

Edit, delete, download, or upload profiles:

Hardware configuration

Hardware list

Feature selection


Bug Toolkit

•Research a software upgrade or troubleshoot

•Enter known bug ID

•Search bugs related to Cisco IOS® Software by release

•Search for bugs in other Cisco® software or hardware

PIX

PIX Device Manager


Bug Toolkit

Search criteria:

• Version or revision

• Keywords

• Advanced options, for example, severity level and bug status group


Bug Toolkit

Results

Your selected criteria


Bug Toolkit

Details about an individual bug


Bug Toolkit

Save bug in:

•Existing group

•New group

Select update options:

•None – Use “My Stuff” link instead

•In e-mail as they occur

•Weekly summaries in e-mail


Bug Toolkit

Edit your bug groups:

• Delete bugs

• Change or update notification settings Your bug groups


TAC Service Request Tool

• Create or query your Service Requests from the Technical Support & Documentation site


Set Up Request Page

Setup RequestPage

• Link to TAC Case Collection for optional troubleshooting

• Complete your contact information


Describe Problem Page

• Add more information for your TAC engineer

• Choose options that most closely match your technical support issue

We are trying to set up our PIX firewall for failover and need assistance

We are trying to set up our PIX firewall for failover and need assistance


Specify Product Page

Show Product dropdown selections: • All contracts in

user’s profileor• All Cisco Products

“Show only productsrelated to yourTechnology Category”checkbox (default)• Lists Product Family

values filtered by Tech/Subtech selected on previous page.

• Uncheck to expand the list of Product Families


Location Page

• New filters at top of page to aid user in finding contract/site information more quickly

• If user cannot find site, choose “Select if product is not at any sites listed for this contract” and continue

• Choose “Select a different contract” Radio button at bottom to enter a different contract number


Finish Request Page

• User can review/edit Service Request details by the Edit Details link.

• Service Request # is displayed

• From here user can: Upload FilesUpdate Service RequestCreate a new requestLink to TAC Case Collection


My Tech SupportPersonalization Feature


Conclusion



Cisco Technical Support Newsletter

• Receive the latest technical information and tool updates

• Subscribe at above URL or via subscribe link at www.cisco.com/techsupport

Subscribe at:

www.cisco.com/techsupport/newsletter


Training Resources

Cisco Technical Support Seminars

• Learn how to navigate the Cisco Technical Support & Documentation Website for technical resources


Conclusion

• Improved navigation

• Enhanced search capabilities

• One location for all technical documentation

• Direct access to the TAC Service Request Tool

• Personalization feature – My Tech Support

Benefits of the Cisco Technical Support & Documentation Website include:

1 © 2006 Cisco Systems, Inc. All rights reserved. Session Number Presentation_ID Using the Cisco...

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