For all customers, partners, resellers, and distributors who hold valid Cisco service contracts, Cisco provides around-the-clock, award-winning technical support services, online and over the phone.
Severity 1 (S1): Your network or environment is “down” or there is a critical impact to your business operations. You and Cisco will commit all necessary resources around the clock to resolve the situation.
Severity 2 (S2): Operation of an existing network or environment is severely degraded, or significant aspects of your business operation are negatively affected by inadequate performance of Cisco products. You and Cisco will commit fulltime resources during normal business hours to resolve the situation.
Severity 3 (S3): Operational performance of your network or environment is impaired while most business operations remain functional. You and Cisco are willing to commit resources during normal business hours to restore service to satisfactory levels.
Severity 4 (S4): You require information or assistance with Cisco product capabilities, installation, or configuration. There is little or no effect on your business operations.