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BRKARC-3445
92
The Smart Call Home Difference
Before
Minor hardware
failure—undetected
Customer’s Ops
team discovers IP
multicast
configuration
problem
P3 Service
Request opened
Cisco RP team
checks
IP Multicast
configuration
45 min
Problem
narrowed to
specific Catalyst
port
Re-queued to
LAN SW team
3.75 hrs
Look into various
known issues and
bugs on linecard
Find nothing.
Request logs from
customer
12 hrs
Logs received
and analyzed
Identify online
diagnostics
failure for test
TestL3VlanMet
RMA created
25 hours
Replacement part
received (4 –hour
replacement
coverage)
29 hours
After
P3 SR opened
due to GOLD
failure. Diag.
info attached
Cisco LAN SW
team takes
ownership
12 min
Informs
customer of
problem and
confirms
hardware
fault
42 min
RMA created and
part dispatched.
1.2 hrs 5.5 hrs
Replacement part
received (4 –hour
replacement
coverage)
Minor hardware
failure—detected
and Service
Request
automatically
generated
12 min
Simplified
Operation
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