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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:
      • 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

    Published: 2015-04-07