From: Tim (ccie2be@nyc.rr.com)
Date: Fri Sep 16 2005 - 09:29:16 GMT-3
Thanks all for the responses.
One follow up question:
Notice in the 2nd line following the link, it refers to "certified CCIEs".
Is a certified CCIEs someone who works in the Redundant Department of
Repetitiveness?
Thanks again, Tim
-----Original Message-----
From: Sean C [mailto:Upp_and_Upp@hotmail.com]
Sent: Friday, September 16, 2005 8:17 AM
Cc: Tim; Group Study
Subject: Re: After becoming a ccie
From what I can find, the blurb below only discusses if a CCIE has a valid
support contract. Doesn't mention if the CCIE is not with a partner. Kind
of validates what John and Niche already wrote. The second paragraph from
the first cut-n-paste answers Tim's question, that Cisco will use 'special
routing' to make sure the CCIE's TAC case is directed to the TAC core
(assuming the CCIE is associated with a valid support contract). Wonder
what type of "Special routing" they are using? Maybe a route-map or some
type of CBWFQ? ;-)
http://www.cisco.com/web/learning/le3/whats_new/tac_changes_service_routing.
html
The Cisco Technical Assistance Center (TAC) has changed the routing process
for service requests initiated by certified CCIEs, after an analysis showed
these requests were significantly more complex than the average support
request. Now, requests form CCIEs at companies with valid support contracts
are routed directly to the TAC core, the team responsible for TAC case
escalations. This change is designed to improve the time-to-resolution for
complex support requests and free up level-one support staff for other
calls.
CCIEs in good standing, initiating requests on behalf of an organization
with a valid support contract, need only submit requests using the usual
phone number and/or URL. Special routing is done automatically based on
Cisco.com user ID.
http://www.cisco.com/web/learning/le3/ccie/announcements/
Cisco TAC Changes Service Routing for CCIEs
02 Mar 2005: Cisco's Technical Assistance Center has changed the routing
process for service requests initiated by CCIEs. As of December 20, 2004,
requests from CCIEs at companies with valid support contracts are being
routed directly to the more experienced core support team. This change is
designed to ensure a better match between the technical skills of Cisco
support representatives and the company's most highly-skilled customers.
CCIEs employed by an organization with a valid support contract need only
submit their requests as usual, either online or via phone call. The routing
is done automatically based on the Cisco User ID and certification status of
the caller. No special phone number or URL is required.
----- Original Message -----
From: "john matijevic" <john.matijevic@gmail.com>
To: "Niche" <jackyliu419@gmail.com>
Cc: "Tim" <ccie2be@nyc.rr.com>; "Group Study" <ccielab@groupstudy.com>
Sent: Friday, September 16, 2005 7:59 AM
Subject: Re: After becoming a ccie
> Hello Tim,
> Niche is correct, as a CCIE you can not get support unless you are working
> for a cisco partner, or purchasing cisco equipment as an end user. Also if
> your company does have support, you get the same level of support as
> someone
> without a CCIE, I understand previously that CCIE's were autmatically put
> into an escalated group, but from my understanding now, is that there is
> only 1 level of support for everyone. Also you can not download software
> or
> tools from the support site without a support agreement. Please feel free
> to
> conact me offline to discuss further, as I work a lot with TAC at Cisco.
> Sincerely,
> John
>
> On 9/16/05, Niche <jackyliu419@gmail.com> wrote:
>>
>> Hi Tim,
>>
>> AFAIK, also from my CCIE colleague, CCIE no longer able to create TAC
>> case
>> by himself.
>>
>> You have to have company background in order to create TAC case, e.g.
>> Inside Cisco partner company,
>> or your company have purchased maintenance contract from Cisco, etc
>>
>> Cheers~
>> Jacky
>>
>> On 9/16/05, Tim <ccie2be@nyc.rr.com> wrote:
>> >
>> > Hi guys,
>> >
>> >
>> >
>> > Now that I'm finally a ccie, does Cisco automatically update all
>> relevant
>> > records or do I need to manually do this?
>> >
>> >
>> >
>> > I'm thinking in particular about how TAC will know I'm a ccie when I
>> open
>> > a
>> > TAC case but also for anything else which at the moment doesn't come to
>> > mind.
>> >
>> >
>> >
>> > TIA, Tim
>> >
>> > _______________________________________________________________________
>> > Subscription information may be found at:
>> > http://www.groupstudy.com/list/CCIELab.html
>>
>> _______________________________________________________________________
>> Subscription information may be found at:
>> http://www.groupstudy.com/list/CCIELab.html
>>
>
>
>
> --
> John Matijevic, CCIE #13254
> U.S. Installation Group
> Senior Network Engineer
> 954-969-7160 ext. 1147 (office)
> 305-321-6232 (cell)
>
> _______________________________________________________________________
> Subscription information may be found at:
> http://www.groupstudy.com/list/CCIELab.html
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