From: joshua lauer (jslauer@hotmail.com)
Date: Fri Sep 03 2004 - 16:49:28 GMT-3
You are absolutely right, I spoke with an excellent engineer today, knew the
4506 inside and out and really got things moving. Turned out to be a simple
fix but he really followed good troubleshooting guidelines and got me
rolling. Doesnt matter if it's CCIE or not, I'm no spring chicken when it
comes to troubleshooting but I dont know everthing either, no matter how
close I am to the CCIE goal. Even then, I'm sure I can be taught a thing or
two (or many). If your not satisfied have your case requeued or wait a bit,
the cases get assigned by time zone...I feel I get good service from RTP so
I usually try to get my cases in around early morning, sometimes I get
australia but they are not that bad either.
josh
josh
Josh Lauer
----- Original Message -----
From: "Matt" <matt_ccie_2004@yahoo.com>
To: "Jay Hennigan" <jay@west.net>; "Peasah, Richard Kwame" <rpeasah@ku.edu>
Cc: <ccielab@groupstudy.com>
Sent: Thursday, September 02, 2004 9:02 PM
Subject: Re: Expediting TAC Case
> Cisco has recently changed the system they use for
> cases. Previously if you were a CCIE and opened a
> case, that would be indicated so the TAC engineer
> would see you are a CCIE. You could also request to
> speak with a CCIE if you liked. With the new system
> they no longer indicate you are a CCIE on the case,
> but you can still request to speak to a CCIE, or have
> the case requeued etc if you are not happy with the
> TAC engineer handling your situation. Keep in mind
> however, that speaking to a CCIE doesn't necessarily
> mean you are speaking to the best person for your
> problem. There are plenty TAC engineers that may know
> a particular piece of hardware or routing protocol
> inside and out, but do not have a CCIE.
>
> just my 2 cents,
>
> -Matt
>
> --- Jay Hennigan <jay@west.net> wrote:
>
> > On Wed, 1 Sep 2004, Peasah, Richard Kwame wrote:
> >
> > > Group,
> > >
> > > Is there a "ccie" express queue for expediting
> > trouble calls to cisco
> > > :-)
> >
> > Not specifically. I think they may get flagged as a
> > "Don't ask this
> > person if it's plugged in" type of thing.
> >
> > TAC cases are prioritized based on business impact,
> > a non-CCIE with
> > a network down will be queued ahead of a CCIE with
> > an obscure "How do
> > I configure X.25" type of question.
> >
> > And I'm fine with that.
> >
> > --
> > Jay Hennigan - CCIE #7880 - Network Administration -
> > jay@west.net
> > WestNet: Connecting you to the planet. 805
> > 884-6323 WB6RDV
> > NetLojix Communications, Inc. -
> > http://www.netlojix.com/
> >
> >
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