Yesterday i was having a review of all our Cisco cases (open and closed) and i felt disappointed.
I realized that there is one platform that has the most cases (should i say above 70?) during the last 4 years and some of them have lasted for over a year!
What does it mean for me?
- The platform has a difficult (and probably not optimal) architecture
- The platform doesn't have enough engineers to deal with its software
- I'm doing a thorough check of everything on this platform (shouldn't I?)
Regarding the time it takes Cisco to solve many of our cases, here are some possible reasons:
- The tac engineer cannot handle/understand the case (so it gets escalated or moved to another engineer)
- The Developer Team needs to be contacted
- A lab reproduction needs to be done
- The case is not considered critical
- The case cannot be replicated easily
- I insist on leaving cases open until the fix gets execute committed in a specific release (past experience made me act this way)
- My company hasn't bought many pieces of this platform (so it's not getting the appropriate attention)
On the other hand, there are some platforms that get immediate attention and Cisco is willing to create a custom engineering image for you, if you're in urgent need.
So, what is the longest time you had a Cisco SR open? Please take some time and vote in the poll to the right.
Also something else that i'm interested in:
1. Have you ever issued a PER (Product Enhancement Request)? If yes, was it actually done and how much time did it took? Did you use any informal way?
2. Cisco says that CCIEs get a better service from Cisco TAC in their cases. Have you seen that?
Update 1 Aug 2008: I have attached the results from the poll. Although the sample is very small, as it seems Cisco is actually slow when solving some of its cases. I guess it has to do with the usual business impact. If you are DT or BT, you're not probably going to wait so much.