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Changes to the Cisco Threat Grid Support Experience

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Cisco Employee
We are happy to share changes to the Cisco Threat Grid support experience! Our customers have spoken, and we have listened! You want a single, streamlined, easy to access tool to open, view, and update your cases across Cisco Services. That tool is Cisco’s Support Case Manager (SCM).
 
Why?
  • We have streamlined the process to open cases across Cisco's Global Technical Assistance Center (TAC)
  • It ensures a seamless experience when collaboration between Threat Grid Support and other Cisco support teams is needed
  • You can access all of your cases in one location
  • You can:
    • Create new, and view current cases
    • Get status updates
    • Communicate directly with your TAC engineer
 
What do you need to do?
You need to sign up for a Cisco Connection Online (CCO) ID to submit cases. Once you have a CCO ID, you will need to associate it with your Service Contract. More about how to create a CCO ID and associate a Service Contract can be found here:
 
 
Once you have created a CCO ID and associated your Service Contract, you are ready to open and manage your cases here: https://mycase.cloudapps.cisco.com/case
 
To open a Threat Grid related case, please make sure to select one of the following Technologies:
  • Security - Network Firewalls and Intrusion Prevention Systems > Threat Grid Cloud
  • Security - Network Firewalls and Intrusion Prevention Systems > Threat Grid Appliance
 
Should you need assistance with creating your CCO ID and associating your Service Contract, you are welcome to reach out  via phone or email found at: https://globalcontacts.cloudapps.cisco.com/contacts/contactDetails/en_US/c1o7-c2o1
 
Where do I find my Service Contract Number?
Your Service Contract number was included in the Order Invoice for the Threat Grid product.
 
For general information about Cisco Technical Services and associated Service Contracts, please refer to: https://www.cisco.com/c/en/us/services/technical.html
 
Can I still use support@threatgrid.com to open a case?
Up until 15th October 2019 you will still be able to open cases using support@threatgrid.com. We encourage you to start taking advantage of the benefits that come with using Cisco’s Support Case Manager before then.
 
Sincerely,
Cisco Threat Grid Support