Accedian

Services and Support for Integration

Until Accedian customer data is migrated into Cisco, Accedian partners and customers use existing support processes for products purchased from Accedian. Use Cisco support tools for products purchased from Cisco.

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We value your business and are excited that Accedian products and services (now Cisco Provider Connectivity Assurance) are 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.

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

Important Note: In June 2025, Accedian active service agreements will begin to be migrated into Cisco’s installed base and integrated into the support and renewals management tools and processes. Once migrated, Accedian customers will receive an email communication with their new contract numbers, and information on how to open and track support cases and renew services.

Resources

For Cisco Provider Connectivity Assurance products purchased from Cisco and/or Accedian customers with migrated contracts

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 open a case using the following methods:

    • through Cisco Support Case Manager
    • through the online chat embedded in the Accedian application
    • by telephone. Customers with severity (priority) 1 or 2 cases must call the TAC at 800 553-2447 or 408 526-7209 in the United States. Refer to the Cisco Worldwide Contacts support webpage for local TAC telephone 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.

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, customers and partners will continue to access technical support using Accedian tools and processes.