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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.

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.

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 (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 Locked content.

Request a Return Material Authorization

Return Material Authorization (RMA) requests are supported through a global logistics supply chain. RMA requests for products covered under a Service Contract may be transacted in two ways:

  • By a TAC request after trouble-shooting and diagnosis that a part replacement is needed using Service Order RMA Tool (SORT).
  • By a Partner logging directly into SORT if trouble-shooting and diagnosis is not required by TAC

To determine available contract service levels by product and geography, please review the Service Availability Matrix (SAM)  Tool.

Partners, please loginLocked content for additional information.