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Cisco CSR1000v via AWS Marketplace TAC Support


We have a several Cisco CSR1000v virtual routers licensed via AWS Marketplace and deployed in AWS.


We would like to setup a Cisco Smartnet contract to give us access to software releases and telephone support.

We tried to do this via a Cisco partner and they told us their system doesn't recognise the serial number contact Cisco direct.  

We tried to do this directly via Cisco TAC and they said they needed a contract number because virtual appliance serial numbers don't work and we should contact AWS.  

We contacted AWS and they said that they are not a Cisco partner and that Cisco is the seller of of the licenses we've got so we should go back to Cisco.

We went back to Cisco TAC and they said they can't do anything without a valid serial number or a contract number and we should speak to Cisco Presales.

Cisco Presales told us that if the serial number doesn't work then the we must have grey market software!


Is it even possible to get a Smartnet contract setup for CSR1000v if they've been licensed via the AWS Marketplace?

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