Accedian

Services and Support for Integration

Partners and customers use existing Accedian support processes for products purchased from Accedian and use Cisco support tools for products purchased from Cisco.

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We value your business and are excited that Cisco Accedian products and services are now available to order and renew on the Cisco global price list. We take pride in offering you award winning support tools, hardware and software support, access to Cisco technology experts, and an extensive knowledge base.

Note: for products purchased from Accedian customers and partners will continue to access technical support using Accedian tools and processes.

Resources

For Cisco Accedian Skylight products purchased from 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 or subscription must 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 account representative.
  • Once you have a Cisco.com user ID, you can initiate a case through the online chat within the Accedian platform, open and check on the status of a support case online, or contact the TAC by phone:
    • U.S. - 1-800-553-2447 Toll Free
    • International support numbers
  • For additional information on obtaining technical support through the TAC, please consult the Technical Support Reference Guide.

Note: Customers must have their Cisco service contract number or subscription number, product family, and a Cisco.com user ID when opening a case.

Renewals

You may manage service renewals, quoting, and contract management activities online via the Cisco Commerce Workspace - Renewals (CCW-R).

Manage Access to Cisco Services

The Cisco Service Access Management Tool (SAMT) enables Cisco partners and customers to manage access to the services provided by their contracts, and ensure only authorized users get access.

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 (enabled) for support access. This will ensure that all the Contracts under the Bill to ID can be utilized 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 be able to obtain service.

Learn more about the Cisco Service Access Management Tool

For products purchased from Accedian