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1 © 2006 Cisco Systems, Inc. All rights reserved. Session Number Presentation_ID Using the Cisco Technical Support & Documentation Website for Online.

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Presentation on theme: "1 © 2006 Cisco Systems, Inc. All rights reserved. Session Number Presentation_ID Using the Cisco Technical Support & Documentation Website for Online."— Presentation transcript:

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2 1 © 2006 Cisco Systems, Inc. All rights reserved. Session Number Presentation_ID Using the Cisco Technical Support & Documentation Website for Online Support Cisco Technical Support Presentation

3 222 © 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

4 333 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Cisco Technical Support & Documentation Website Overview 333 Presentation_ID

5 444 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Technical Support Services becomes part of the Lifecycle Portfolio Plan Optimize OperateDesign 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

6 555 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Cisco.com Website

7 666 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Cisco Technical Support & Documentation Website

8 777 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Cisco Technical Support & Documentation Website

9 888 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Product and Support Documentation 888 Presentation_ID

10 999 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Product and Support Documentation Cisco Products Select product from: Product and Support Documentation section

11 10 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Product and Support Documentation Select the router, such as the Cisco 7600 Series using product listing in the center section

12 11 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Product and Support Documentation General Information Downloads Reference Guides Design Install and Upgrade Configure Maintain and Operate Troubleshoot and Alerts Consolidated technical resources, organized by:

13 12 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Product and Support Documentation Configure section: Configuration Examples and TechNotes Configuration Guides Feature Guides

14 13 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Product and Support Documentation

15 14 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Product and Support Documentation Error and System Messages Field Notices Security Advisories and Notices Troubleshooting Guides Troubleshooting TechNotes Troubleshoot and Alerts

16 15 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Product and Support Documentation Document helps to identify: Specific booting symptoms the problems that are likely to cause each symptom the solutions to those problems

17 16 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Networking Technology Documentation 16 Presentation_ID

18 17 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Networking Technology Documentation Cisco Technologies Select technology from: Networking Technology Documentation section

19 18 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Networking Technology Documentation Technology Information Design Configure Maintain and Operate Troubleshoot and Alerts

20 19 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Networking Technology Documentation

21 20 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Tools and Additional Resources 20 Presentation_ID

22 21 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID T ools & Resources

23 22 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Tools & Resources Search tool by Most Requested, Category, or Alphabetical index

24 23 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Search Results page

25 24 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Search Links directly to the release notes in Bug Toolkit The Result

26 25 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID 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

27 26 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID TAC Case Collection Free text query

28 27 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID TAC Case Collection Tool will clarify the problem area and frequency Edit problem type if query has been misunderstood

29 28 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID TAC Case Collection Search results table Click “View Solution” links to be taken to solutions

30 29 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID TAC Case Collection Detailed solution page

31 30 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID 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

32 31 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Output Interpreter Optional step: See list of supported “show” commands

33 32 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Output Interpreter New optional step: Problem to command mappings

34 33 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Output Interpreter Results from “show port” command listed by type: Errors Warnings Status information Helpful references

35 34 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Output Interpreter Results from “show port” command (continued): Warnings

36 35 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Output Interpreter Results from “show port” command (continued) Status information Helpful references Feedback form

37 36 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID 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

38 37 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Software Advisor― Find Software Compatible with My Hardware Matches your hardware with available Cisco ® software

39 38 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Software Advisor― Find Software Compatible with My Hardware Compare software that supports the device you configured Results page

40 39 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Software Advisor― Find Software with Features I Need Answers the question: What software has these features? Select product Select features

41 40 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Software Advisor― Find Software with Features I Need Results page provides: Releases organized by train Ability to compare releases Required memory for download

42 41 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Software Advisor― Compare Features in Different Releases Side-by-side comparison of features in Cisco IOS ® Software releases Common features Unique features

43 42 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Software Advisor― Compare Features in Different Releases Features unique to each image Features common to both images

44 43 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Software Advisor― Research a Software Release Enter hardware information and software requirements

45 44 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Software Advisor― Research a Software Release Compare and download images from results page

46 45 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID 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

47 46 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Software Advisor ― Manage My Profiles Edit, delete, download, or upload profiles: Hardware configuration Hardware list Feature selection

48 47 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID 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

49 48 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Bug Toolkit Search criteria: Version or revision Keywords Advanced options, for example, severity level and bug status group

50 49 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Bug Toolkit Results Your selected criteria

51 50 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Bug Toolkit Details about an individual bug

52 51 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Bug Toolkit Save bug in: Existing group New group Select update options: None – Use “My Stuff” link instead In as they occur Weekly summaries in

53 52 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Bug Toolkit Edit your bug groups: Delete bugs Change or update notification settings Your bug groups

54 53 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID TAC Service Request Tool Create or query your Service Requests from the Technical Support & Documentation site

55 54 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Set Up Request Page Setup Request Page Link to TAC Case Collection for optional troubleshooting Complete your contact information

56 55 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID 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

57 56 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Specify Product Page Show Product drop down selections: All contracts in user’s profile or All Cisco Products “Show only products related to your Technology Category” checkbox (default) Lists Product Family values filtered by Tech/Subtech selected on previous page. Uncheck to expand the list of Product Families

58 57 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID 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

59 58 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Finish Request Page User can review/edit Service Request details by the Edit Details link. Service Request # is displayed From here user can: Upload Files Update Service Request Create a new request Link to TAC Case Collection

60 59 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID My Tech Support Personalization Feature

61 60 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Conclusion 60 Presentation_ID

62 61 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Cisco Technical Support Newsletter Receive the latest technical information and tool updates Subscribe at above URL or via subscribe link at techsupport techsupport Subscribe at:

63 62 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID Training Resources Cisco Technical Support Seminars Learn how to navigate the Cisco Technical Support & Documentation Website for technical resources

64 63 © 2006 Cisco Systems, Inc. All rights reserved. Presentation_ID 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:


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