The TAC Playbook: Getting Support Like a Pro
After 12 years on the inside of Cisco TAC, handling everything from routine tickets to CEO-escalated emergencies, I've seen it all. Now on the customer side, I'm watching people make the same mistakes that turn 2-hour fixes into 2-week nightmares.
Here's the truth: TAC engineers are brilliant. But they're not mind readers. And the difference between a quick fix and a long ordeal often comes down to how you engage with support.
Opening a Case: Do This, Not That
Setting the Right Severity (It Actually Matters)
The Reality Check:
- Severity 1: Your network is literally on fire. Call TAC directly. Think 911.
- Severity 2: Major degradation. Still call TAC after opening online.
- Severity 3-4: Use the online portal. TAC will get to you during business hours.
Pro Tip: Don't cry wolf with severity levels. But also don't undersell real problems. A Sev 3 that should be Sev 2 means you're waiting in the wrong queue while your network suffers.
The Perfect Problem Description
Forget the novels. TAC needs facts:
What broke: "BGP sessions dropping every 30 minutes on border routers"
When it started: "January 10, 2025, 14:30 EST"
What changed: "Upgraded IOS-XE to 17.9.1 on January 9"
Business impact: "500 remote sites losing connectivity intermittently"
What you've tried: "Rolled back config changes, issue persists"
The Golden Rule: If you spent 30 seconds writing your problem description, you're doing it wrong.
Information That Gets You to Resolution Faster
Always Include These (TAC Will Ask Anyway)
- Software versions (exact versions, not "latest")
- Network topology diagram (yes, really make one)
- Show tech-support (collected BEFORE you reboot)
- Syslog outputs during the issue
- What changed recently (and yes, something always changed)
The Diagram Difference
I can't stress this enough: A network diagram saves hours.
TAC engineers are seeing your network for the first time. Without a diagram, they're troubleshooting blind. Even a hand-drawn topology beats nothing.
The RADKIT Revolution
Here's a tool most people don't know about: RADKIT (Remote Automation Development Toolkit).
Instead of scheduling 15 WebEx sessions where you run commands while TAC watches, RADKIT lets TAC engineers connect directly to your devices (with your permission) and gather what they need.
Benefits:
- No more "can you run this command again?"
- TAC can automate evidence collection
- You get your life back
- Issues resolve 50% faster
Ask your TAC engineer about RADKIT. Seriously. It's a game-changer.
Recognizing Progress (Or Lack Thereof)
Green Flags - Your Case Is on Track:
- Clear problem analysis within first interaction
- Specific action plan with timeline
- Regular updates even when waiting for backend teams
- Engineer asks intelligent, specific questions
- You understand what they're doing and why
Red Flags - Time to Escalate:
- Generic "reboot and see" suggestions
- Radio silence for days
- Vague explanations that don't make sense
- Multiple requeues without progress
- "Upgrade to latest version" without justification
The Art of Escalation
Nobody likes to escalate, but sometimes it's necessary. Here's the ladder:
- First: Talk directly with the engineer
- Second: Contact the engineer's manager (check email signature)
- Third: Call TAC frontline and ask for duty manager
- Fourth: Engage your account team or partner
Pro Tip: Document everything before escalating. Bring receipts.
Common Mistakes That Kill Resolution Time
The "Reload and Pray" Syndrome
Rebooting a broken device is like cleaning up a crime scene. You've just destroyed all the evidence TAC needs to find root cause.
Instead: Call TAC first, let them gather evidence, THEN reload if necessary.
The RMA Fantasy
"It must be hardware!" - Wrong 90% of the time.
Hardware failures are rare. Software bugs are common. Let TAC make the RMA call based on actual diagnostics, not hunches.
The Requeue Carousel
Every requeue resets your case. New engineer = new ramp-up time. Only requeue for timezone issues or extended engineer absence.
Power User Tips
Enable Timestamp on Commands
line vty 0 15
exec prompt timestamp
This simple config shows exactly when each command was run. TAC loves this.
Boost Your Logging Buffer
logging buffered 1048576
Default buffer is tiny. This gives you real history when things go wrong.
Use Support Assistant (The TAC Bot)
Available in Support Case Manager and WebEx Teams. It can:
- Check case status
- Verify bug applicability
- Schedule callbacks
- Upload files
Time Your Case Opening
TAC follows the sun. Opening a case at 3 PM EST means you might get an engineer in Australia. Fine for Sev 3, problematic for complex issues needing live troubleshooting.
The Secret Weapons
Cisco CLI Analyzer
This tool is TAC knowledge in software form. It's a smart SSH client that:
- Highlights issues in command output
- Suggests next troubleshooting steps
- Provides context-sensitive help
- Works offline
Download it. Learn it. Love it.
TAC Webinars
Free training from the engineers who literally wrote the troubleshooting guides. Find them in the Cisco community forums.
Working with Product Defects
Bugs happen. Here's how to handle them:
- Ask about workarounds - Many bugs have them
- Understand the trigger - Can you avoid it?
- Get on the bug notification list - Know when fixes arrive
- Be realistic about timelines - Sev 3 bugs take months
The Million-Dollar Question
"Did anything change?"
The answer is always "nothing." The truth is always "something."
Before you open that case, really think:
- Config changes?
- New traffic patterns?
- Environmental changes (power, cooling)?
- Provider changes?
- That "minor" update your colleague did?
Your TAC Survival Kit
- Network diagrams - Current and accurate
- Baseline configs - Know your "known good"
- Monitoring data - Historical trends matter
- Change log - Document everything
- RADKIT agent - Installed and ready
- CLI Analyzer - Your personal TAC engineer
The Bottom Line
TAC support is a partnership. Come prepared, communicate clearly, and work with your engineer. They want to solve your problem as much as you do.
Remember: The best TAC case is the one you never have to open. But when you do, these practices will get you back online faster.
Based on 12+ years in Cisco TAC and hundreds of escalated cases. These aren't official Cisco guidelines - they're battle-tested strategies from the trenches.