Contents
- What are Software Application Support (SAS) and Software Appl ication Support
plus Upgrades (SASU) contracts?
Why did Cisco send an e-mail recently regarding a Technical Assistance Center
(TAC) service request?
How can a customer tell what products are covered by a current service contract?
What is the Cisco.com profile?
How can a customer see which contracts are associated with the customer’s
Cisco.com profile?
How can customers add service contracts to their profile?
What if the customer’s product is not covered, or is no longer covered, by a
service agreement? How can the customer add or renew the service agreement for
this product?
FAQs
- Q: What are Software Application Support (SAS) and Software Application Support plus Upgrades (SASU) contracts?
- A: Cisco® Software Application Support Services cover more than 100 Cisco software application
products in major technologies. The two levels of support contracts are:
- Cisco Software Application Support (SAS)
- Cisco Software Application Support plus Upgrades (SASU)
SAS and SASU provide customers with around-the-clock access to technical support, software updates, and, with SASU, major upgrades.
- Q: Why did Cisco send an e-mail recently regarding a Technical Assistance Center (TAC) service request?
- A: As part of an ongoing effort to provide customers with exceptional service and support, Cisco
is making enhancements to its tools and processes. As a result, Cisco is revalidating service
agreement information and sending customers a courtesy e-mail when the product that is
selected for a TAC service request is not on the contract provided or when a product is
not selected.
This e-mail notification is designed to provide customers with the necessary information to assist in correcting product coverage and avoid delays or interruption of service in the future.
- Q: How can a customer tell what products are covered by a current service contract?
- A: Access to the Cisco Service Contract Center (SCC) will provide the customer with the ability to
look up service agreement(s) and to identify the products that are covered. To view or update
contract information, a customer can use the Cisco Service Contract Center at
http://www.cisco.com/public/scc.
- Q: What is the Cisco.com profile?
- A: The Cisco.com profile contains the customer’s profile information and the service contracts
that can be used to open a TAC service request. Customers should make sure that the
applicable contracts are reflected in their profile to avoid any delays or disruption in service.
If a customer does not currently have a Cisco.com profile, the customer may register for one at http://tools.cisco.com/RPF/register/register.do.
- Q: How can a customer see which contracts are associated with the customer’s Cisco.com profile?
- A: To view the list of service contracts currently associated with a profile, the customer can go to
http://tools.cisco.com/RPF/profile/list_csm_contracts.do.
- Q: How can customers add service contracts to their profile?
- A: To add additional service contracts to a profile, the customer can go to
http://tools.cisco.com/RPF/profile/additional_csm_contracts.do. After the customer enters the
contract number(s), a support request will be generated in which Cisco will validate the
contract information and user ID. The customer will be notified by e-mail when the association
between contract number(s) and user ID verification is completed.
Note: Shared support and collaborative service partners should associate no more than five contracts using this process. Select the contracts with the latest expiration date or the contracts that are most likely to be renewed. After associating up to five contracts using this process, you will be able to dynamically associate the rest of your contracts by using the My Colleagues Aggregate Tool process.
- Q: What if the customer’s product is not covered, or is no longer covered, by a service agreement? How can the customer add or renew the service agreement for this product?
- A: The customer should contact the partner, reseller, or Cisco representative who is the customer’s contact for purchasing Cisco services. To locate an authorized reseller in the area, the customer can use the Cisco Partner Locator tool at http://tools.cisco.com/WWChannels/LOCATR/jsp/partner_locator.jsp.