Your New Service Request Process: Technical Support Reference Guide for Cisco Customer Journey Platform

Transcription

1 Supprt Guide Yur New Service Request Prcess: Technical Supprt Reference Guide fr Cisc Custmer Jurney Platfrm September Cisc and/r its affiliates. All rights reserved. This dcument is Cisc Public Infrmatin. Page 1 f 18

2 Cntents Intrductin... 3 Registratin fr a Cisc.cm User ID... 4 Opening a Supprt Case by Phne... 6 Supprt Numbers... 7 Defining the Severity f a Supprt Case... 8 Opening a Supprt Case by Opening a Supprt Case Online Check Entitlement Describe Prblem Review & Submit Save as Draft Managing Yur Supprt Case Cisc and/r its affiliates. All rights reserved. This dcument is Cisc Public Infrmatin. Page 2 f 18

3 Intrductin This dcument describes the prcedure fr btaining Technical Supprt thrugh yur newly adpted case management system thrugh the Cisc Technical Assistance Center (TAC). This dcument cvers the Cisc.cm user ID registratin prcess, hw t cntact technical supprt, as well as hw t manage yur supprt case nline. We want yu t knw that this is nly a change in the prcess thrugh which yu receive technical supprt. We at Cisc are cmmitted t delivering the same high level f quality service that yu are accustmed t receiving. The Cisc TAC will allw yu t: Open supprt cases by phne, web, r 24 hurs a day, 365 days a year Dwnlad sftware updates (maintenance and minr releases) fr yur cvered sftware Access Cisc s nline supprt, including database f prduct and service infrmatin, supprt case tracking, and a rbust set f tls that help facilitate knwledge transfer t yur staff and help answer questins mre quickly 2018 Cisc and/r its affiliates. All rights reserved. This dcument is Cisc Public Infrmatin. Page 3 f 18

4 Registratin fr a Cisc.cm User ID T cntact Cisc Technical Supprt fr questins r issues with yur Cisc Cllabratin prducts, yu first need t register fr a Cisc.cm user ID. If yu already have a Cisc.cm user ID, g t step 4, as yu d nt need t reregister. 1. Navigate t and click Create an accunt. 2. Fill ut the infrmatin n the Cisc.cm Registratin frm. 3. Upn clicking Submit yu will receive an sent frm Cisc. Frm the link prvided in this , yu will be directed t the Cisc.cm Registratin cnfirmatin page. This step is t verify, cnfirm, and activate yur Cisc.cm registratin. Nte: This step in the registratin prcess fr a Cisc.cm user ID is critical. Yu will need t select Assciate yur user ID t update yur Cisc Accunt Prfile Cisc and/r its affiliates. All rights reserved. This dcument is Cisc Public Infrmatin. Page 4 f 18

5 4. Yu will be directed t the Cisc Accunt Prfile. Click the Add Access buttn, then select the TAC and RMA case creatin, Sftware Dwnlad, supprt tls, and entitled cntent n Cisc.cm radi buttn n the pp-up screen, and then click G t manage yur Service Cntract nline Cisc and/r its affiliates. All rights reserved. This dcument is Cisc Public Infrmatin. Page 5 f 18

6 5. Enter yur Service cntract number(s) as prvided in the Welcme t Cisc Services letter r cntact yur Cisc authrized partner r distributr fr yur cntract number(s). Partners can access their new cntract numbers in Cisc Cmmerce Wrkspace-Renewals (CCW-R). If yu have multiple service cntract numbers, separate them by cmmas. If yu dn t knw yur service cntract number, yu can enter the serial number f any prduct cvered by yur service cntract. If yu have any prblems with this web registratin prcess, yu may send an t Cisc at webhelp@cisc.cm. If yu are lcated in Nrth America, yu may call fr assistance t reach Cisc s TAC supprt rganizatin. Fr the rest f the wrld, it is recmmended yu cnsult the wrldwide tllfree number list at and ne f the supprt agents will assist yu in cmpleting the registratin prcess. Service Access Management Tl The Service Access Management Tl is an applicatin that enables Partners r Custmer Administratrs t determine which f their service cntract numbers are present in Cisc.cm user prfiles. It is ideal fr rganizatins that want t manage and assciate multiple Cisc.cm prfiles. By using the Service Access Management Tl, Cisc partners and custmers can manage access t the services prvided by their cntracts (e.g., TAC supprt, hardware replacement). This management can be dne either using Bill t ID r cntract number. T manage access by Bill t ID, the Bill t ID must be in an individual's Cisc.cm prfile and selected (enabled) fr supprt access. This will ensure that all the cntracts under the Bill t ID can be utilized fr service. T manage access by cntract number, a cntract number must be in an individual's Cisc.cm prfile in rder fr that individual t be able t btain service. Access the Service Access Management Tl, training, and related cntent fr mre infrmatin. Opening a Supprt Case by Phne 2018 Cisc and/r its affiliates. All rights reserved. This dcument is Cisc Public Infrmatin. Page 6 f 18

7 Supprt Numbers U.S. Fr wrldwide supprt numbers, refer t Cisc wrldwide cntacts: When yu want t reprt a case, make sure yu have the fllwing infrmatin available: Cisc.cm user ID that has been assciated t the service cntract Service cntract number Business effect (case severity) Cisc entitles custmers by cntract number and Cisc.cm ID. Yu must knw yur Cisc.cm user name and have the cntract number f the prduct when yu are calling fr supprt. Once the agent has all the apprpriate infrmatin he/she will pen a case, prvide yu with a case tracking number and rute yur case t a supprt engineer. They will cntact yu t prvide technical assistance Cisc and/r its affiliates. All rights reserved. This dcument is Cisc Public Infrmatin. Page 7 f 18

8 Defining the Severity f a Supprt Case Severity 1 and 2 Supprt Cases must be pened by phne. Severity 3 and 4 Supprt Cases shuld be pened nline r by , but may be pened by phne. Severity 1 (S1) shall mean reprted Errr(s) in Cvered Sftware that causes all r substantially all f a system t be functinally inperative severely affecting delivery t Custmers and requiring immediate crrective actin, regardless f time f day r day f the week. Prduct and/r cvered sftware are in perable fr 100% f Custmers Lss f service>0.5% f Custmers Severity 2 (S2) shall mean reprted Errr(s) in cvered prducts causing the lss f ne r mre majr functins f the system, causing perceptible degradatin r interruptin f services delivery t Custmers r seriusly affecting Custmer s ability t perate, administer, r maintain their system and requiring immediate attentin. Urgency is less than Severity 1 situatin because f a lesser immediate r impending effect n system perfrmance, Custmer s peratin and revenue. Management system failure N backup is available Severity 3 (S3) shall mean reprted Errr(s) in cvered prducts disabling specific nncritical functins f the system that d nt significantly affect delivery services t Custmers. The lst r degraded functinality impairs Custmer s ability t perate, administer, r maintain the system, but des nt significantly affect services delivery t Custmers. System functinality r perfrmance is reduced System is wrking n backup Lss f service <0.5 % f Subscribers Severity 4 (S4) shall mean reprted Errr(s) in cvered prducts which is an irritant nly and has n significant effect n the functinality r peratin f the system and requests fr infrmatinal supprt assistance, including prduct infrmatin requests and cnfiguratin assistance. Cnditins that d nt significantly impair the functin f the system Dcumentatin System enhancement/functinality request 2018 Cisc and/r its affiliates. All rights reserved. This dcument is Cisc Public Infrmatin. Page 8 f 18

9 Opening a Supprt Case by Open new supprt cases by using the Cisc supprt address: tac@cisc.cm. If yu are pening a new supprt case, include the prduct type as the subject line f yur ; fr example, Cisc Custmer Jurney Platfrm. This will help the agent prcessing the incming t determine the crrect supprt case queue t rute yur supprt request. Include the fllwing infrmatin in yur Cmpany name Cntact name Cntact phne number Cisc.cm User ID Cntact address Cntract number Prduct type (e.g. Cisc Custmer Jurney Platfrm, Cisc Clud Calling etc.) Business effect (supprt case severity as defined abve) Brief prblem descriptin Equipment lcatin (e.g., address) Alternate cntact name Alternate cntact phne number Prviding this infrmatin will help expedite the prcessing f the supprt case thrugh the Cisc TAC agent. Once the agent has prcessed the , he/she will pen a supprt case and yu will receive a supprt case number by . A supprt engineer will cntact yu shrtly regarding yur supprt case Cisc and/r its affiliates. All rights reserved. This dcument is Cisc Public Infrmatin. Page 9 f 18

10 Opening a Supprt Case Online The nline supprt case management tl, called Supprt Case Manager (SCM), allws users t pen a supprt case, assign a severity (level 3 r 4), receive infrmatin thrugh the web r , maintain and track supprt cases nline, and uplad files. SCM allws yu t create Cisc TAC supprt cases fr issues cvered under the terms f yur Cisc supprt cntract(s). At this time, SCM can assist yu nly with prducts currently cvered by a Cisc service cntract. If yu wuld like assistance with a prduct that is nt cvered by a cntract r is cvered under warranty, cntact the Cisc TAC by phne. Befre yu use SCM, yu must be lgged in with yur Cisc.cm user ID and passwrd, and yur Cisc.cm ID must cntain all f yur apprpriate Cisc supprt cntracts in rder fr yu t access the services cvered by thse cntracts. Yu can use the Cisc Prfile Manager t assciate all f yur Cisc service cntracts t yur prfile. Nte: If yu have a Service Access Management Administratr, yu can ask them t make sure that all f yur service cntracts are assciated with yur Cisc.cm user ID. If yu are unsure f yur cntract number(s), yur Cisc Partner, Reseller, r Service Accunt Manager can prvide yu with a cmplete list f yur service cntracts. The main steps fr pening a supprt case using SCM include: 1. Check Entitlement verify the prduct is cvered by a service cntract 2. Describe the Prblem enter details abut the prduct 3. Submit Yur Supprt Case cnfirm infrmatin and edit accrdingly Yu can access the nline supprt case tl using this link: mycase.cludapps.cisc.cm/case Yu will be required t lg in with yur Cisc.cm ID and Passwrd. Please make sure that yu have yur service cntract number available with yur Cisc.cm ID Cisc and/r its affiliates. All rights reserved. This dcument is Cisc Public Infrmatin. Page 10 f 18

11 T pen a new supprt case, click n Open New Case and then fllw the instructins belw. Check Entitlement Identify the type f supprt case. Cmplete these steps in rder t pen a supprt case: 1. Chse ne f the Request Type ptins: Diagnse and Fix Request RMA Ask a Questin 2. Fr hardware prducts enter the Prduct Serial Number and click n Search. Fr sftware prducts enter the Service Cntract number r prduct descriptin t search fr the prduct requiring supprt. If yu have a Smart Accunt yu can enter yur Prduct Subscriptin Number. Nte: At any time during the prcess, yu can click the Save draft and exit link in rder t save a draft f yur supprt case. See the Save a Draft sectin in this dcument fr the steps required t delete r cntinue submitting a saved supprt case Cisc and/r its affiliates. All rights reserved. This dcument is Cisc Public Infrmatin. Page 11 f 18

12 Describe Prblem Identify the severity f the prblem, lss f service (if applicable), case details and whether yu wuld like the engineer t cntact yu. In additin, yu can review and change yur cntact infrmatin Chse the severity frm the Severity ptins. The Severity is autmatically ppulated based n the type f supprt case: Diagnse and Fix = Severity 3 Netwrk Impaired Request RMA = Severity 3 Netwrk Impaired Answer my Questin = Severity 4 Nrmal Respnse Time If yu need t pen a severity 1 r 2 netwrk-dwn emergency supprt case, please call the Technical Assistance Center (TAC) nearest yu. 2. Check the bx if users are experiencing a lss f service fr mre than 15 secnds. 3. Enter a Case Title and Descriptin. Keep these guidelines in mind when describing yur prblem: Include a meaningful case title that states the prblem accurately. A meaningful title permits assignment f the case t the apprpriate technical resurces. Describe the prblem and symptms (nly ne per supprt case). Include a histry f the prblem and any trubleshting steps yu cmpleted. Describe yur netwrk tplgy. Include any recent changes t yur netwrk r data center envirnment. Include utput frm the shw tech cmmand (if applicable) and all ther relevant utput. Include sftware versins and types f equipment Cisc and/r its affiliates. All rights reserved. This dcument is Cisc Public Infrmatin. Page 12 f 18

13 Cisc and/r its affiliates. All rights reserved. This dcument is Cisc Public Infrmatin. Page 13 f 18

14 4. Click n Select a Technlgy and select the Technlgy frm the pp up menu. Fr Cisc Custmer Jurney Platfrm chse the fllwing technlgy and sub-technlgy categry: Clud and Hybrid Prducts Custmer Jurney Platfrm 5. Select the Prblem Area. 6. Review yur cntact infrmatin in the Cntact Preference sectin. Yur cntact infrmatin is autmatically prvided based n the Cisc.cm username yu used t lg in t the tl. 7. Click Review t review yur case befre yu submit. Review & Submit Review yur infrmatin and submit yur supprt case. 1. Review the summary f yur supprt case. If yu need t update a sectin, click the Edit link. 2. Click Submit in rder t submit yur supprt case. Yur supprt case number will appear at the tp f the page. Save as Draft During yur prcess t pen a supprt case, yu can click the Save Draft and Exit link lcated at the bttm f the page in rder t cmplete the prcess at a later time. When yu click the Save Draft and Exit link, all infrmatin 2018 Cisc and/r its affiliates. All rights reserved. This dcument is Cisc Public Infrmatin. Page 14 f 18

15 yu entered is saved, and yu are redirected t yur pen supprt cases page. Each saved draft has an expiratin date, after which it will be autmatically deleted. T cntinue submitting a saved draft, click the title f the supprt case. T delete a saved draft, click the checkbx lcated next t the supprt case, and click the Delete buttn. Managing Yur Supprt Case After yu have created yur supprt case, yu can view the status, update the ntes, uplad files, turn autmatic updates n r ff, and request case clsure. Navigate t and then select View Open Cases frm the My Supprt menu. Or yu may g directly t: mycase.cludapps.cisc.cm/case 2018 Cisc and/r its affiliates. All rights reserved. This dcument is Cisc Public Infrmatin. Page 15 f 18

16 On yur Supprt Case Manager hme page, yu can filter yur supprt cases. Here are the available ptins: Open Cases Draft Cases Clsed Cases Advanced Filter 2018 Cisc and/r its affiliates. All rights reserved. This dcument is Cisc Public Infrmatin. Page 16 f 18

17 If yu click Shw Advanced Filter link, additinal fields appear. Select an ptin frm the Filter menu, and enter additinal infrmatin in the remaining fields in rder t further filter yur supprt cases. Here are the Advanced Filter menu ptins: Status New Custmer Pending Cisc Pending Bug/Defect Required Clsure Pending Custmer Requested Clsure Custmer Updated Release Pending Restratin f Service Service Order Pending Severity Severity 1 Severity 2 Severity 3 Severity 4 Linked Bugs RMAs Cntract Number PICA ID Serial Number Nde Name Frm Date 2018 Cisc and/r its affiliates. All rights reserved. This dcument is Cisc Public Infrmatin. Page 17 f 18

18 Printed in USA 9/ Cisc and/r its affiliates. All rights reserved. This dcument is Cisc Public Infrmatin. Page 18 f 18