Cisco Software Support Basic resource guide
This page provides key resources and step-by-step instructions to help you get the most out of Software Support Basic, also known as Software Support Service (SWSS).
First, create a Cisco ID and associate it to your contract. Then explore features of Software Support Basic.
(Looking for Webex support? There's a dedicated Help Center for you.)
Service overview
Review these resources to learn about the benefits of Software Support and what you get with Basic service.
Understand the benefits of Software Support
- Software Support Service At-a-Glance - Learn how to get the most out of your investment and what the key benefits are.
- More details on the Software Support Service - Receive an overview of the service, including Cisco responsibilities, customer responsibilities, and response time objectives.
- Service highlights and benefits - Understand the benefits and offerings and check out customer stories.
Cisco Technical Assistance Center (TAC)
Get access to technical support online or via phone, email, or mobile app. Explore these resources to understand best practices when interacting with the TAC team.
Get to know the TAC
- Cisco Technical Services resource guide - Understand the severity levels of Cisco service requests and how to access a Cisco TAC engineer.
- Cisco worldwide support contacts - Find your local TAC phone number in this list of worldwide Cisco Support phone numbers.
- Virtual Spaces overview - Learn about Virtual Spaces, a contact option for communicating with the TAC for easier collaboration and problem-solving.
- Cisco TAC Connect Bot - Find out how to access the bot to get fast answers to common questions.
Open a TAC case online
To open a TAC case online, first make sure you have associated your contract with your account. Then log in to Support Case Manager and follow these steps:
- Select "Open new case."
- Select "Open case" under the Products & Services option.
- Enter the entitlement information. For hardware, you can find your product by serial number. For software, you can find your product by service agreement. (Note: If you haven't associated your contract yet, you will be prompted to do so here.)
- Enter the problem description and title, severity level, technology, and your contact information.
- Review and submit your support case.
You can then view the status, update the notes, upload files, turn automatic updates on or off, and request case closure. Log in to Support Case Manager to get started.
Cisco Smart Accounts
Follow these steps to set up your free Smart Account and learn about the benefits, types, and best practices.
Learn about the benefits of Smart Accounts
- Introduction to Smart Accounts - Watch a demo to learn about the various Smart Account types, benefits, and best practices.
- Smart Account features and benefits - Understand the benefits, learn how to take your Smart Account to the next level, and explore additional resources.
- Smart Account At-a-Glance - Review additional benefits and tips for getting the most out of your Smart Account.
- Smart Account FAQ - Discover answers to frequently asked questions.
Set up your Smart Account
Create a Smart Account
Creating a new Smart Account or requesting access to an existing Smart Account is simple. Follow these steps or watch our overview video.
- Go to Cisco Software Central at software.cisco.com.
- Select "Get a Smart Account" or "Request Access to an Existing Smart Account" under the Administration section.
- Enter your information.
My Cisco Entitlements (MCE)
These resources will help you onboard to MCE and understand its benefits so you can better manage your Cisco products and services.
Learn more about MCE
- MCE features and benefits - Understand what MCE helps you do, what you get, and additional benefits.
- My Cisco Entitlements FAQ - Discover answers to frequently asked questions about MCE.
Onboard to MCE
- Onboarding overview guide - Understand the steps needed to onboard to MCE and access resources to learn how.
- Getting started with MCE - Once onboarding is complete, learn how to use MCE to gain insights into asset usage, coverage, details, and more.
Online tools and software upgrades
Explore these resources to understand the tools available to help you improve software performance, add new functionality, and enhance the stability of your network and business applications.
Access and get to know useful online tools
- Tools and resources catalog - Discover available online tools and resources.
- Cisco Bug Search Tool help - Learn about the Cisco Bug Search Tool, which provides a comprehensive list of defects and vulnerabilities in Cisco products and software.
- Cisco Bug Search Tool - Conduct a search in the Cisco Bug Search Tool.
- My Notifications - Create custom subscriptions to receive email alerts or consume RSS feeds to learn about Cisco products, series, or software.
- Support Talks - Register for a live interactive session to understand the variety of Cisco support tools, technologies, and resources.
Software Support Enhanced and Premium
If you have Enhanced or Premium Support, you have an onboarding team to help you get started. They will contact you to schedule a kick-off meeting. If you need assistance now, please complete this form.
If you are a Basic customer and want to consider upgrading to a higher level of service, read the Software Support for Security At-a-Glance and Support Services for Collaboration At-a-Glance or contact us to find out more.
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