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Information You Might Need to Supply to JTAC
When requesting technical support from the JTAC by phone, be
prepared to provide the following information:
- Priority level
- Indication of what activity was being performed on the
router when the problem occurred
- Problem detail and configuration data, obtained by these
commands:
When a new request for technical support is submitted, the JTAC
engineer:
- Opens a case and assigns a number
- Begins troubleshooting, diagnostics, and problem
replication (if appropriate)
- Provides you with periodic updates on problem status
and escalates the problem as appropriate according to escalation management
guidelines
- Closes the case when you agree that the problem
has been resolved
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