Definitions of Service Request Severity
To ensure that all service requests are reported in a standard format, Cisco has established
severity definitions.
Severity 1 (S1)—Your network 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 is severely degraded, or significant aspects
of your business operation are negatively affected by inadequate performance of Cisco
products. You and Cisco will commit full-time resources during normal business hours to
resolve the situation.
Severity 3 (S3)—Operational performance of your network is impaired, but most business
operations remain functional. You and Cisco will 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.
Obtaining Additional Publications and Information
Information about Cisco products, technologies, and network solutions is available from
various online and printed sources.
• Cisco Marketplace provides a variety of Cisco books, reference guides, and logo
merchandise. Visit Cisco Marketplace, the company store, at this URL:
http://www.cisco.com/go/marketplace/
• Cisco Press publishes a wide range of general networking, training and certification titles.
Both new and experienced users will benefit from these publications. For current Cisco
Press titles and other information, go to Cisco Press at this URL:
http://www.ciscopress.com
• Packet magazine is the Cisco Systems technical user magazine for maximizing Internet and
networking investments. Each quarter, Packet delivers coverage of the latest industry
trends, technology breakthroughs, and Cisco products and solutions, as well as network
deployment and troubleshooting tips, configuration examples, customer case studies,
certification and training information, and links to scores of in-depth online resources. You
can access Packet magazine at this URL:
http://www.cisco.com/packet
• Internet Protocol Journal is a quarterly journal published by Cisco Systems for engineering
professionals involved in designing, developing, and operating public and private internets
and intranets. You can access the Internet Protocol Journal at this URL:
http://www.cisco.com/ipj
• World-class networking training is available from Cisco. You can view current offerings at
this URL:
http://www.cisco.com/en/US/learning/index.html
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