Support

[skywalker_007]

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 ?

[Rob Ingram · Accepted solution]

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

[skywalker_007]

Thank you @Rob Ingram