Contents

Introduction

How To Contact Secure Access Support Team

How To Contact Secure Access Support Team (Trial Account)

Link Cisco Account To Service Contract

Troubleshoot and Collect Basic Information for Secure Access Support Team

Technical Services Resource Guide

Related Information

Introduction

This document describes the steps needed to contact Secure Access Support Team as part of Technical Assistance Center (TAC).

How To Contact Secure Access Support Team

Contact Secure Access Support team if you have any type of questions or queries regarding Secure Access Product or it is integrated features.

Step 1: Login to Support Case Manager tool.

Step 2: Click on Open New Case.

Step 3: Click on Open Case.

Step 4: Locate your Secure Access subscription by selecting one of the options directly or search for in the Product Name (PID) section.

Tip: Make sure you are logged in with account associated with support contract. a banner with number of associated contracts can show up under the (Find Product by Service Agreement) section.

Step 5: Click Next to move to next step.

Step 6: Enter your Support ticket details (Title and Description).

Note: Cisco Severity and Escalation Guidelines.

Step 7: Select Secure Access Technology and Sub-Technology.

Step 8: Choose Problem Area.

Step 9: Add any additional CC list to be notified about this support ticket.

Step 10: Submit ticket.

Note: check your inbox for an emal with support ticket confirmation, an initial email from support team can be received once an engineer is assigned to the ticket.

How To Contact Secure Access Support Team (Trial Account)

If you have a trial account for Prove of Concept (POC) or Prove of Value (POV), and you would like to open Support ticket with Cisco Support Team, check the instructions described in this section.

Step 1: Login to Support Case Manager tool.

Step 2: Click on Open New Case.

Step 3: Select Trial Offer Support.

Step 4: Search for Secure Access.

Step 5: Select Secure Access.

Step 6: Select Open Case.

Step 7: Enter your Support ticket details (Title and Description).

Note: Cisco Severity and Escalation Guidelines.

Step 8: Add any additional CC list to be notified about this support ticket.

Step 9: Submit ticket.

Note: check your inbox for an emal with support ticket confirmation, an initial email from support team can be received once an engineer is assigned to the ticket.

Link Cisco Account To Service Contract

If you did the steps described and can not locate your Secure Access Subscription, you would need to associate your contract with your Cisco ID.

Do the steps described in this video or this article to associate your Cisco ID with Contract: Create a Service Contract Access to a Cisco.com Account

If you do not have your contract number, please check this article to find it: Find a Contract Number and Add Access to Your Contract Number

If you have an EA or can not find your contract number please submit a new Inquire in this link: Web-help Inquiry Portal

Once you click on Submit Inquiry, an email with the next steps is sent to you.

Note: it can take 1 to 24 hours to reflect the contract changes on portal.

Once the contract is associated, use the steps described in the previous sections of this article to open support ticket.

Tip: To locate your contract ID please contact your sales representative or partner who helped you in purchasing Cisco Secure Access

Troubleshoot and Collect Basic Information for Secure Access Support Team

While working on Cisco Secure Access, you can run into issues where you need to contact Cisco Support Team, or would like to perform basic investigation for the issue and try to go through the logs and isolate the problem. This article go over on how to gather the basic troubleshooting logs related to Secure Access. note that not all the steps apply to every scenario.

Troubleshoot and Collect Basic Information for Secure Access Support Team

Technical Services Resource Guide

Cisco Technical Services help to ensure that your Cisco products and network operate efficiently and benefit from the most up-to-date system and application software. When you need technical assistance, you can resolve issues quickly using the resources and tools available through your Cisco Technical Services contract.

For more information about Cisco Support Service Level agreements please visit this article: Technical Services Resource Guide

Related Information

- Troubleshoot and Collect Basic Information for Secure Access Support Team

- How to Add a Cisco Service Contract Access to a Cisco.com Account

- Technical Services Resource Guide

- Cisco Severity and Escalation Guidelines

- Support Case Manager

- Technical Support & Downloads - Cisco Systems