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Beginner

Support

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 ?

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VIP Mentor

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

View solution in original post

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VIP Mentor

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

View solution in original post

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Thank you @Rob Ingram 

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