Support Contacts & Escalation

8.7 Incident Management

8.7.1 Incident Classification

Priority	Definition	Response	Resolution
P1 - Critical	Service outage affecting >50 users	15 min	4 hours
P2 - High	Feature outage or >10 users affected	30 min	8 hours
P3 - Medium	Single user or non-critical feature	2 hours	24 hours
P4 - Low	Minor issue, workaround exists	4 hours	72 hours

8.7.2 P1 Incident Procedure

Procedure: Critical Incident Response

Step	Action	Owner	Timeline
1	Acknowledge alert/report	Help Desk	0 min
2	Verify scope of impact	Help Desk	5 min
3	Classify as P1 if criteria met	Help Desk	10 min
4	Page Voice Engineering Lead	Help Desk	10 min
5	Open bridge call	Voice Eng	15 min
6	Check Webex status page	Voice Eng	15 min
7	If Webex issue: Open Cisco TAC case (Sev 1)	Voice Eng	20 min
8	If local issue: Begin troubleshooting	Voice Eng	20 min
9	Notify stakeholders	Voice Eng Lead	30 min
10	Provide hourly updates	Voice Eng	Ongoing
11	Document resolution	Voice Eng	Post-incident
12	Conduct post-incident review	Voice Eng Lead	Within 5 days

8.7.3 Cisco TAC Escalation

Procedure: Open TAC Case

Step	Action	Notes
1	Navigate to support.cisco.com	Cisco support portal
2	Login with CCO ID	Linked to contract
3	Click "Open a Case"	New case
4	Select Technology: Collaboration	Webex Calling
5	Select Sub-technology: Webex Calling	Specific product
6	Set Severity:
	- Severity 1: Network down	P1
	- Severity 2: Severe impact	P2
	- Severity 3: Moderate impact	P3/P4
7	Enter problem description	Be specific
8	Include:
	- Org ID
	- Affected users/devices
	- Timeline of issue
	- Troubleshooting done
9	Attach logs if requested	Control Hub exports
10	Note case number	Reference for follow-up

TAC Contact Numbers:

Region	Phone
Americas	+1-800-553-2447
EMEA	+32-2-704-5555
APAC	+61-2-8446-7411
India	1800-103-5312

8.7.4 Incident Documentation Template

+-----------------------------------------------------------------+
|  INCIDENT REPORT                                                 |
+-----------------------------------------------------------------+
|                                                                 |
|  Incident ID: INC-XXXXXXX                                      |
|  Priority: P1 / P2 / P3 / P4                                   |
|  Status: Open / In Progress / Resolved / Closed                |
|                                                                 |
|  TIMELINE:                                                     |
|  Reported:    YYYY-MM-DD HH:MM                                 |
|  Acknowledged: YYYY-MM-DD HH:MM                                |
|  Resolved:    YYYY-MM-DD HH:MM                                 |
|                                                                 |
|  IMPACT:                                                       |
|  Users Affected: ___                                           |
|  Locations:     ___                                            |
|  Services:      ___                                            |
|                                                                 |
|  DESCRIPTION:                                                  |
|  _______________________________________________               |
|                                                                 |
|  ROOT CAUSE:                                                   |
|  _______________________________________________               |
|                                                                 |
|  RESOLUTION:                                                   |
|  _______________________________________________               |
|                                                                 |
|  PREVENTION:                                                   |
|  _______________________________________________               |
|                                                                 |
+-----------------------------------------------------------------+

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