Cisco テクニカルサービスご利用ガイド

Cisco Technicl Service Startup Guide
い合せください。
© 2017 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public.
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1.
...................................................................................................... 4
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2.
.................................................................................................................................................. 5
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3. Cisco.com ID
........................................................................................................................................................................... 7
.................................................................................................................................................................... 7
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4. Cisco.com ID
........................................................................................................................................................................... 8
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5.
............................................................................................................................................................................. 10
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............................................................................................................. 10
................................................................................................................. 11
6. Cisco.com
Cisco.com
........................................................................................ 11
................................................................................................. 13
7. Technical Assistance Center(TAC)
............................................................................... 14
................................................................................................................... 14
TAC
............................................................................................................................................... 15
.................................................................................................................................. 15
.................................................................................................................................................... 16
TAC
................................................................................................................................................ 22
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WebEx(
8.
)
.................................................................................................................................. 24
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...................................................................................................................................... 26
© 2017 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public.
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9. Smart Net Total Care
SNTC
........................................................................................................... 30
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10. Smart Call Home
Smart Call Home
............................................................................................................................. 31
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11.
........................................................................................................................................... 32
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URL ..................................................................................................................................................................... 33
© 2017 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public.
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1.
●
Smart Net Total Care (SNTC)
●
Software Application Support (SAS) / SAS plus Upgrades (SASU)
●
Software Support Service (SWSS)
●
TelePresence Essential Operate Services
●
Independent Software Vendor (ISV) Application Services
1.
2.
Cisco.com ID
Cisco.com ID
3
4
5
© 2017 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public.
Page 4 of 33
2.
Smart Net Total
Care
*1
SAS
SASU
(SW)
Cisco TAC
●
*1
OS
Cisco.com
SNTC
●
TP Essential
Operate Services
UC, Prime
SW
TelePresence
●
●
●
●
●
●
●
●
*2*2
SWSS
ISV Application
Services
3rd party SW
●
●
●
●
●
●
▲
●
●
●
●*3
●
SW
*1
*2
*3
Cisic.com Smart Net Total Care
3rd party
web
Microsoft Windows
Cisco.com
Cisco TAC (
)
TAC
(
365
7
)1
24
TAC
TAC
8.
(OS)
Cisco IOS®
OS
Cisco.com
Cisco.com
© 2017 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public.
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Cisco.com
Cisco.com
Bug Search Tool
e-Support
Cisco.com
※
※
© 2017 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public.
Page 6 of 33
3. Cisco.com ID
Cisco.com ID
Cisco.com ID
4. Cisco.com ID
●
Cisco.com ID
ID
※
Cisco.com
1.
Cisco.com Registration
2.
Japanese
3.
4.
ID
ID
: Cisco.com Registration
●
Cisco.com
ID
●
Cisco.com
ID
Cisco.com
© 2017 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public.
[email protected]
Page 7 of 33
4. Cisco.com ID
Cisco Account Profile(
●
Cisco.com Profile Manager)
Cisco.com ID
Cisco.com ID
●
1. Cisco Account Profile
2.
3.
4.
TAC
© 2017 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public.
Page 8 of 33
5.
ID
,
ID

ID(

)
Bill toID
ID


※
Cisco.com ID
※
●
Cisco Account Profile
© 2017 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public.
Page 9 of 33
5.
2
●
Cisco IOS
●
TAC
●
Cisco.com
4
30
Web
●
●
SNTC
●
Smart Call Home
Cisco.com ID
© 2017 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public.
Page 10 of 33
6. Cisco.com
Cisco.com
IOS
e-Support
show
Bug Search Tool
© 2017 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public.
Page 11 of 33
Cisco TAC
FAQ
https://supportforums.cisco.com/ja
Cisco TAC
※Cisco.com
Account Profile(
ID
Cisco.com Profile Manager)
Cisco
Cisco.com ID
© 2017 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public.
Page 12 of 33
web
OS
X.x.x
Smart Net Total Care(SNTC)
x.X.x
Download Software
x.x.X
Software Application
Support(SAS)
Download Software
,
:
Product Upgrade Tool(PUT)
SAS plus Upgrades (SASU)
Software Support Service
(SWSS)
TP Essential Operate
,
,
:
Software Download
3rd party
ISV Application Services
*,
,
web
* Microsoft
Download Software http://www.cisco.com/cisco/web/support/JP/loc/download/index.html
●
Cisco.com
ID
●
Product Upgrade Tool (PUT)
●
http://www.cisco.com/upgrade/
Cisco.com
Cisco
100%
●
© 2017 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public.
Page 13 of 33
7. Technical Assistance Center(TAC)
Web
TAC
(Service Request)
TAC
WebEx
※
●
●
●
●
●
●
Cisco.com
●
FAX
●
●
/
●
ID
(
/
/
)
)
●
(
/
●
)
●
※
(
●
TAC
http://www.cisco.com/cisco/web/support/JP/loc/contact/doc/template_sr.txt
© 2017 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public.
Page 14 of 33
TAC
TAC
TAC
Japan TAC
24
24
365
1
1
2
Email
1
2
5
3
Email Web
1
10
4
※
9
5
TAC
1
2
© 2017 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public.
Page 15 of 33
(
)
1
© 2017 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public.
Page 16 of 33
シビラティの例：UCS
Fabric Interconnect / IO Module
UCS
Fabric Interconnect / IO Module
UCS
1
Fabric Interconnect / IO Module
Fabric Interconnect / IO Module
PSU
HDD
CUCM
CIMC
UCS Manager
Cleared
Fault
4
シビラティの例：Collaboration
Agent
1
[ ]
Global
TAC
Japan TAC
Collaboration
1
(Mobility
Extension Mobility
Voice Mail
Jabber
© 2017 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public.
Page 17 of 33
)
Collaboration
Jabber
IP Phone
4
シビラティの例：Mobile
1
1
4
シビラティの例：Router/Switch(IOS/IOS-XE/IOS-XR)
1
© 2017 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public.
Page 18 of 33
OS
4
シビラティの例：Nexus
vPC
1
Nexus
Fabricpath
Nexus
vPC/HSRP
Active
(BGP, vPC, FabricPath, ACL, etc)
4
シビラティの例：Cloud Orchestration
1
NSO
1
4
© 2017 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public.
Page 19 of 33
シビラティの例：ACI
ACI Fabric
1
APIC
ACI Fabric
APIC / SwitchNode
APIC 1
APIC
fully-fit
(Fxxx
)
APIC 1
4
シビラティの例：Security +Content Security
AnyConnect
1
VPN
CPU
4
© 2017 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public.
Page 20 of 33
シビラティの例：Wireless
WLC
AP
1
WLC
WLC
AP
WLC
AP
AP
WLC
PI
AP
AP
MSE/CMX
4
シビラティの例：NMS
1
[
]
1
PNR
PI
DHCP
DB
IP
NMS server
PI
PI
DB
PI
4
© 2017 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public.
Page 21 of 33
TAC
Japan TAC
Global TAC
1
Cisco.com
ID
ID
Japan TAC: 日本語対応
●
E-mail: [email protected]
●
電話:0120-608-802
●
専用オンラインツール：Support Case Manager (SCM) http://mycase.cloudapps.cisco.com
*シビラティ 3, 4 の受付
*ログイン後、画面右上の言語プルダウンより「Japan – 日本語」を選択ください。
*ケース作成過程で、サポートを希望する言語を選択いただけます。
「日本語サポート Japan TAC」を選択すると日本語でテクニカルサポートを提供します。
*日本語でのテクニカルサポートは営業時間内となります。(シビラティ２～４)
1
2
3, 4
SCM
24
1
24
TAC
ASA 24
(
5
9
)
Email
Small Business
Small Business
9
Global TAC


:
18
24
0120-916-326
:[email protected]
© 2017 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public.
Page 22 of 33
Global TAC: グローバル TAC エンジニアが英語対応
●
E-mail: [email protected]
●
電話: 0066-33-800-926 （シビラティ１の場合は電話での申請が必須）
●
専用オンラインツール：Support Case Manager (SCM) http://mycase.cloudapps.cisco.com
●
*ログイン後、画面右上の言語プルダウンより「Japan – 日本語」を選択ください。
*ケース作成過程で、サポートを希望する言語を選択いただけます。
「英語サポート Global TAC 24×7」を選択すると英語でテクニカルサポートを提供します。
24
Global TAC
Global TAC
1
24
24
Support Case Manager
Support Case Manager
(
)
https://www.cisco.com/c/en/us/support/web/tools/scm/help/index.html
© 2017 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public.
Page 23 of 33
https://supportforums.cisco.com/ja/document/12736831
Japan TAC
TAC
(TAC SR Collection)
Firefox
Chrome
Cisco TAC
Support Case Manager
TAC
TAC
Cisco TAC
●
E-mail [email protected]
●
TEL
WebEx(
TAC
0120-608-802
)
WebEx
© 2017 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public.
Page 24 of 33
WebEx
●
WebEx
●
WebEx Meeting
TAC
●
WebEx
(PDF)
●
WebEx website
WebEx
© 2017 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public.
Page 25 of 33
8.
Cisco TAC
※
TAC
TAC
※
(
8hx5dxNBD (Onsite)

)
(NBD: Next Business Day)


9
8hx5dx4h (Onsite)

 4
5
※
:
17

4
24hx7dx4h (Onsite)
7
24
21
9
17
13
●4
4
365
24
24
24hx7dx2h (Onsite)
7
24
365
●2
2
※
※30kg
8hx5dx4h, 24hx7dx4h, 24hx7dx2h
(SNTC
)
※Onsite
© 2017 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public.
Page 26 of 33
●
●
Cisco IOS ®
●
TAC

CUCM Prime Infrastructure

ASA, IPS, ACS, ISE, NAC, MARS

FirePOWER

FireSIGHT
(IP/GW/EULA/password
OS
)
x
FirePOWER


MSE
CLI
OS
FireSIGHT
SNS
VGA
USB
UCS
UCS
●
Ping
●
●
●
●
●
OS
2m
※
●
●
© 2017 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public.
Page 27 of 33
2
4
※
NBD
Next Business Day
Cisco TAC
※
1.
2.
※
※
アセットリカバリーコールセンター
●
TEL：0120-445-240 番号案内にて”3”をご選択下さい
●
Email：[email protected]
●
受付時間：9:00～17:00 （月曜から金曜まで／祝日を除く）
License Re-host(
Product License Registration
)
web
TAC
1.
2.
Product License Registration
Transfer
License

3.
Product License Registration
Activation Key
4.
© 2017 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public.
Page 28 of 33
1.
2.
Activation Key
Japan TAC
[email protected]



*UDI
*
3.
(
)
RMA
License
PAK
Sales Order
Unique Device Identifier(UDI)
MAC HostID
Cisco.com
,
Activation Key
4.


Version
© 2017 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public.
Page 29 of 33
9. Smart Net Total Care
Smart Net Total Care
SNTC
SNTC
●
●
●
EOL
Cisco.com
Smart Net Total Care
SNTC
SNTC
1.
SNTC
2.
Collector
3.
Collector
4.
Collector
5.
SNTC
(
(
GETTING STARTED
)
SNTC
© 2017 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public.
Smart Assist
Page 30 of 33
10. Smart Call Home
Smart Call Home
Smart Net Total Care
●
TAC
●
Web
Cisco.com
Smart Call Home
Smart Call Home
Smart Call Home
1.
Smart Call Home
2.
Transport Gateway
3.
Call Home
Call Home
4.
5.
Smart Call Home Web
6.
Smart Call Home Web
SR
Smart Call Home
●
●
●
(
)
OS
Smart Services Bureau(
)
Mail: [email protected]
TEL: 0120-832-038
© 2017 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public.
Page 31 of 33
11.
●
NBD
Next Business Day
●
OS
TAC
TAC
●





8
●







Service Not Covered(
)
●

1
3

*
© 2017 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public.
Page 32 of 33
●
●
IPS
5
3
TAC
URL
Cisco Services for IPS
● IPS
●
Cisco Services for IPS
Cisco Services for IPS
Smart Net Total Care for UCS
● UCS
SNTC
●
UCS
© 2017 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public.
Page 33 of 33