topic Support in Cloud Security

Support

skywalker_007 — Thu, 14 Jan 2021 10:35:40 GMT

We have Umbrella Advantage

So i have some questions related to support

Who can open the cases with cisco ? Is it something we have to define in our support account ?

I guess support can be provided over phone ?

Also , from service level agreement point of view , is there any SLA with Enchaned support which comes by default with Advantage package ? or we have to have Premium Support for more strict SLA ?

Re: Support

Rob Ingram — Thu, 14 Jan 2021 10:44:10 GMT

Hi @skywalker_007

A break down of the umbrella support service levels.

https://umbrella.cisco.com/products/umbrella-enhanced-support-packages

Support is via email or telephone (24x7). You may want to double check with your partner or Cisco umbrella contact about who can raise a call, but from previous experience as long as you provide your account information when you call/email anyone from your organisation should be able to log a call.

HTH

Re: Support

skywalker_007 — Thu, 14 Jan 2021 11:18:51 GMT

Thank you @Rob Ingram