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Re: TAC [7:42141] posted 04/21/2002
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I would presume that if you have a 7x24 onsite contract, you could expect
engineering support on a weekend.

Do you mean someone looking at configurations, checking for bugs, replacing
failed hardware, what specifically?




""Steven A. Ridder""  wrote in message
news:200204211525.LAA32693@xxxxxxxxxxxxxxxxx
> Has anyone ever had TAC work on a weekend?  How can I get an engineer on a
> weekend if I ever needed one?
>
> --
>
> RFC 1149 Compliant.
> Get in my head:
> http://sar.dynu.com
>
>
> ""Craig Columbus""  wrote in message
> news:200204211507.LAA29799@xxxxxxxxxxxxxxxxx
> > In my experience, either side can close the case.
> >
> > I've had TAC close cases that were not even close to being resolved.  I
> > assume that there's some type of reward structure for closing cases
> quickly.
> >
> > On another topic, has anyone had the experience that TAC is perhaps
> > slipping a bit when it comes to the quality of the first line engineers?
> I
> > don't remember having any problems with TAC until about the time Cisco's
> > stock price started seriously dropping.  Since that time, I've had
several
> > occurrences where I've had extremely rude and/or incompetent people
> > initially handle my TAC cases.  In each instance, I've had to get rude
> back
> > and insist that they drop the case and transfer me to their
> > supervisor.  Once transferred, I got the superior TAC support that I'm
> used
> > to.  I spoke with a colleague about this, and he told me that he's had
> > exactly the same experience.  What's been your experience?  Has this
> > happened with increasing frequency to any of you?
> >
> > Craig
> >
> >
> >
> > At 10:28 AM 4/21/2002 -0400, you wrote:
> > >You have worked with TAC on a case. The problem is resolved.
> > >
> > >Who will close the case? The TAC engineer or the customer
> > >
> > >Thanks,
> > >
> > >Pierre-Alex




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