Support Guidance

Support Case Creation

After the installation is completed, you must go through the digital onboarding process with the professional services engineer as part of the handover process. This will ensure that your system is covered under a Cisco Service Contract, and that your contract number and contact information are updated in the Cisco Service Contract System (CSCC).

There are three ways to open a Cisco support case:

Support Case Manager

Support Case Manager (SCM) provides end-to-end case management functionality. To use SCM, you need the user ID and password of your Cisco profile, a valid service contract number, the serial number or virtual license number of the product that requires support, and a supported Internet browser. Supported browsers include Mozilla Firefox Versions 10 and later, Google Chrome Versions 20 and later, Safari Versions 5 and later, and the latest version of Microsoft Internet Explorer.

See SCM At-A-Glance for screenshots of this process.

Logging in to Support Case Manager

Procedure

Step 1

Open this URL in your browser: https://mycase.cloudapps.cisco.com.

Step 2

Enter the user ID and password of your Cisco profile, and click Log In.

Opening a Case through Support Case Manager

Before you begin

Log in to Support Case Manager.

Procedure

Step 1

On the home page, click Open New Case to advance to the Entitlement page.

Step 2

In the Find Product by Serial Number field, enter the server or switch serial number.

This information is provided on the service contract.
Step 3

Click Search.

Step 4

In the list of search results, click the desired product for this case.
Step 5

Click Next.

This brings you to the Describe Problem page. A severity is assigned based on the product type, contract and user permissions.

Step 6

Enter the required case details such as Title and Description that summarizes the request. The Title accepts a maximum of 80 characters and Description accepts a maximum of 32,000 characters.

Step 7

In the Technology field, click Browse to open the Select Technology window and search for Azure Stack.

Step 8

Select Azure Stack - (Solution Support Contract Required) and click Select.

Step 9

From the Problem Area drop-down list, select the appropriate failure.

Step 10

Review the Contact Preference area. Contact information that you enter here overrides the default information and applies only to this case.

Step 11

Click Submit.

Based on your entitlement level a Cisco Solution Support engineer will contact you. Cisco Solution Support is the single point of contact for managing Cisco product issues and coordinating with the Microsoft Azure Stack support team.