Q. How does Cisco prioritize support cases?

A. Cisco requests that customers provide the priority of every case reported. To ensure that all problems are reported in a standard format, Cisco has established the following problem priority definitions:

• Priority 1---An existing network is down or there is a critical impact to the customer's business operations. Cisco and the customer will commit necessary resources around the clock to resolve the situation.
• Priority 2---Operation of an existing network is severely degraded, or significant aspects of the customer's business operation are being negatively impacted by unacceptable network performance. Cisco and the customer will commit full-time resources during normal business hours to resolve the situation.
• Priority 3---Operational performance of the network is impaired while most business operations remain functional. Cisco and the customer are willing to commit resources during normal business hours to restore service to satisfactory levels.

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