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Acano

Services and Support for Integration

A single, seamless interface for former Acano partners and customers to open or manage service renewals and requests.

Services and Support for Integration

Welcome to Cisco Services! We take pride in offering you award-winning support tools, software support, access to Cisco technology experts, and an extensive knowledge base.

Important Note: Legacy Acano service agreement migration is occurring in phases as shown below. Once Acano agreements are migrated into Cisco, partners and customers use Cisco processes and tools for technical support and renewals.

Contract Migration Dates:

Phase Region Migration Date
1 U.S. (except Federal): Purchases made at Acano through July 29, 2016 November 7, 2016
2 Europe: Purchases made on Acano ERP through July 29, 2016 December 12, 2016
3
  • Rest of World + Federal: Purchases made at Acano through November 23, 2016
  • U.S. and Europe: Purchases made at Acano from July 30, 2016 – November 23, 2016
  • Partner and customers with subscription offers
February 20, 2017
4 Worldwide: Purchases made at Acano from November 24, 2016 – January 15, 2017 March 5, 2017
5 Worldwide: Purchases made at Acano from January 15, 2106 – January 31, 2017 April 10, 2017

 

Read the services Q&As for commonly asked questions regarding Cisco Service offers, service agreements, renewals, support, and more.

After Acano agreements are migrated into Cisco, partners and customers use Cisco processes and tools for technical support. Note: Continue to use Acano tools and processes for service agreements not yet migrated into Cisco.

Create a Technical Assistance Center (TAC) Request

  • To open a TAC request, you must first register for a Cisco.com user ID. Your contract number should be associated with a Cisco.com user ID. You can do so by visiting the "Access" tab in your Cisco Account Profile. If you don't know your contract number, please contact your Cisco partner or account representative.
  • Once you have a Cisco.com user ID, you can initiate or check on the status of a support case online, by email, or by contacting the TAC by phone:
  • For additional information on obtaining technical support through the TAC, please consult the Technical Support Reference Guide.

Note: Partners or customers need their Cisco service contract number, serial number/product family, and a Cisco.com user ID to open a case.

Manage Access to Cisco Services

The Cisco Service Access Management Tool (SAMT)Locked content enables Cisco partners and customers to manage access to the services provided by their contracts (technical support/hardware replacement).

There are two ways to determine who has access to these services: Bill to ID or Contract Number.

  • To manage access by Bill to ID, the Bill to ID must be in an individual's Cisco.com profile and selected for support access. This will ensure that all the Contracts under the Bill to ID can be used for service.
  • To manage access by Contract Number, a Contract Number must be in an individual's Cisco.com profile in order for that individual to obtain service.

Learn more about the Cisco Service Access Management ToolLocked content.

Partners, please loginLocked content for additional information.