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How These Requirements Affect You and Your End Customers
Q: What are the Cisco.com support access requirements?
A: To access support services, Cisco.com users are required to have a personal Cisco.com profile with current contact information and an active service agreement associated with it.
Q: What will happen if a user's Cisco.com profile is associated with a service agreement nearing expiration and the user has no other active service agreements?
A: The user receives an automated e-mail approximately two weeks
before the service agreement expires notifying them that they may have
their Cisco.com access level changed. If no active service agreements are
associated with a user's Cisco.com profile, they may lose access to the
Cisco®
The profiles are not deleted or removed. Services or access to tools that were granted by means other than a service agreement (such as Partner Initiated Customer Access registration) are not affected. Active service agreements may be associated to a profile at a later date.
Q: What if Cisco.com users have other service agreements in their profile?
A: Services that end customers receive for other active service agreements continue as long as the active service agreement numbers are associated with their Cisco.com profile. This is why users should ensure that their profiles are updated to include all active service agreements.
End customers can request that a service agreement be associated to their profile by going to the Cisco.com Profile Manager.
Q: How do Cisco.com users identify service agreements that should be associated with their Cisco.com profiles?
A: Users should contact their company service contract administrator. They may have an administrator for the Cisco My Colleagues tool or they may contact you for assistance. Any current users of the Cisco Service Contract Center (SCC) also may use that tool to find information about their service agreements.
If they do not have an administrator for the Cisco My Colleagues tool and you are unable to assist them, submit a profile maintenance question by use of the Contact Cisco Now page. Click the pull-down menu under Question Type for details and select Profile Updates for Cisco.com. Questions also may be submitted by e-mail to web-help@cisco.com.
If Cisco.com profiles are not managed properly, your end customers' access could be negatively affected.
Q: What happens to my end customer's support access if a service agreement is renewed after their profile has been changed?
A: An end user's profile will not be automatically updated to enable support access if the service agreement is renewed after it expires. Their user profile must be updated manually to include the renewed service agreement number if it has been deleted.
End customers can request that a service agreement be associated to their profile by going to the Cisco.com Profile Manager.
Q: What is the difference between "Registered" access and "Registered Guest" access?
A: "Registered" access includes access to support
tools, such as the Cisco Technical Support Service Request Tool and the
How These Requirements Affect Partner Access
Q: As a partner, what level of Cisco.com access should I have?
A: Partners are granted level 3 access when a partner service agreement is active in their Cisco.com profile. Additionally, partner access is granted using the Partner Registration Key that is acquired during the registration process.
Q: Should I make sure that my Cisco.com profile is kept up to date?
A: Yes. Partner access to support services is granted based on the service agreements in your profile, it is imperative that you include all active service agreements in your partner profile.
Additional Help
Q: Where can I get answers to questions that are not listed here?
A: Go to Contact Cisco Now, click the pull-down menu under Question Type, and select Profile Updates for Cisco.com.
Sample Customer E-Mail
Subject: ACTION REQUIRED - Service Agreement Renewal Overdue
We are contacting you because your Cisco.com user profile, <<CCO ID>>, has the following service agreements(s) <<agreement(s)>> that are overdue. Your access to Cisco.com and contractual support services will be affected.
We recommend you either update your user profile and/or complete the renewal process. Contact the individual in your company responsible for managing Cisco® service agreements and/or the entity through which you purchased your service agreement.
To help ensure that you do not experience an interruption to your access privileges and support services, please take a moment to update your profile with all your active service agreements and personal contact details. You may update your profile at:
http://tools.cisco.com/RPF/profile/profile_management.do
To make changes to your contact data: Select the Edit this Information link in the Contact Information section.
To request that a service contract be added to your profile: Select the Edit this Information link in the Additional Access section.
Cisco.com Profile No Longer Associated to an Active Service Agreement
If your Cisco.com profile is no longer associated to an active service agreement with software updates or access to technical support deliverables, you will retain your Cisco.com user ID and password and may continue to visit the Cisco.com Website. You will not, however, be able to access support such as the Cisco Software Center or Cisco Technical Assistance Center (TAC), or open a service request.
More Information
Additional information, including how to contact Cisco, is available at: http://www.cisco.com/public/support/tac/access_expire_faq.html. Please do not reply to this e-mail message.
This notification is part of ongoing Cisco.com user profile maintenance that includes validating profile information and, if necessary, deleting invalid service agreements and other expired profile information. This process not only improves data quality, but also helps ensure your privacy and security as a registered user.
We appreciate your business.
Regards,
Cisco Systems, Inc.