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This document explains the support services availability for Cisco® access points and wireless LAN controllers (WLCs). The level of support varies based on the purchased offer and license model.
Cisco Support is our AI-powered and expert-led support designed to maximize the uptime, performance, and resiliency of your IT environment for the AI era. It offers three tiers — Basic, Standard, and Signature — with each level building upon the previous one, combining trusted support, AI-driven insights, and tailored learning resources accessed through Cisco IQ, our unified digital interface. See the Cisco Support Service Description for more information.
This advance replacement hardware service option is available for Cisco Networking Subscription products. There are multiple service levels to choose from. The RMA upgrade service, combined with support included in the Cisco Networking Subscription, provides full alignment with the Cisco Support – Basic service level. See the Cisco RMA Upgrade Service Description for further details on the advance replacement options.
Cisco Professional Services provides expert guidance in optimizing and transforming your network infrastructure to get to business outcomes faster. See the Cisco Professional Services Service Description for more information.
The tables below provide insight into the most common support services for the Cisco access points and WLCs.
Table 1. Service availability for wireless hardware attach
| Wireless product |
Cisco Support - Basic |
Cisco Support - |
Cisco Support - |
| Cisco Catalyst® 9800 Series |
Option 1: Basic Support attach to hardware Option 2: RMA Upgrade service + CNS license |
Yes |
Yes |
| Cisco Catalyst 9800 Virtual |
Option 1: Basic Support attach to software Option 2: CNS license |
Yes |
Yes |
| Cisco Access Manager |
RMA Upgrade Service + Meraki®/CNS license |
Yes |
Yes |
| Catalyst access points |
Yes |
Yes |
Yes |
| Meraki access points |
RMA Upgrade Service + Meraki/CNS license |
Yes |
Yes |
| Wi-Fi 7 access points |
RMA Upgrade Service + Meraki/CNS license |
Yes |
Yes |
For detailed information regarding support,
Visit: https://www.cisco.com/c/en/us/about/legal/service-descriptions.html?dtid=osscdc000283.
Cisco DNA license embed support
Cisco Support – Basic, included with the Cisco DNA license, provides basic TAC support for Cisco DNA software and advanced wireless features, where applicable. It does not cover basic support for Catalyst access points or wireless controllers (hardware or virtual).
To obtain support for Cisco access points and WLCs, customers can select from various levels of technical support, as outlined in Table 1.
Cisco Networking Subscription license embed support
The Cisco Networking Subscription includes support benefits consistent with Cisco Support – Basic, excluding hardware RMA replacement. It covers basic support for Catalyst access points, wireless controllers, and Cisco DNA Software. For customers requiring hardware RMA coverage beyond the product warranty or a higher support tier, Cisco recommends purchasing an RMA upgrade service, Cisco Support – Standard, or Cisco Support – Signature.
The Cisco hardware warranty refers to Cisco’s limited warranty for eligible hardware products.
Cisco warranty terms can vary by product, offer type, and region. The exact definition in a formal document should align with the applicable Cisco warranty terms for that product. For more details, visit https://www.cisco.com/go/warranty.
The following table summarizes the most commonly used warranty terms.
Table 2. Descriptions of warranty terms
| Wireless product |
Warranty term |
Warranty description |
| Wireless LAN controller |
WARR-1YR-LTD-HW |
1-year hardware replacement; local business hours; |
| Cisco Access Manager |
WARR-1YR-LTD-HW |
1-year hardware replacement; local business hours; |
| Indoor access point |
WARR-CW-LIFE-LTD |
Limited lifetime hardware replacement; local business hours; |
| Outdoor access point |
WARR-CW-1YR-LTD |
1-year hardware replacement; local business hours; |
The warranty provides coverage of the hardware for as long as the original end user continues to own or use the product.
Restrictions. This limited warranty does not apply if the hardware (a) has been altered, except by Cisco or its authorized representative; (b) has not been installed, operated, repaired, or maintained in accordance with instructions supplied by Cisco; (c) has been subjected to abnormal physical or electrical stress, abnormal environmental conditions, misuse, negligence, or accident; or (d) is licensed for beta, evaluation, testing, or demonstration purposes.
● Cisco End User License Agreement (EULA): The Cisco EULA governing software use is available at https://www.cisco.com/go/softwareterms.
● Warranty online: Product warranty terms and other information applicable to Cisco products are available at https://www.cisco.com/go/warranty.
Consult the above website or your Cisco sales and service representative for a complete listing of Cisco products and applicable warranties.