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:
  • show version
  • show chassis hardware
  • show chassis environment
  • show configuration

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