From: Matt (matt_ccie_2004@yahoo.com)
Date: Thu Sep 02 2004 - 22:02:36 GMT-3
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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