How Security Cloud Control Customers Open a Support Ticket with TAC

This section explains how a customer using a licensed Security Cloud Control tenant can open a support ticket with Cisco's Technical Assistance Center (TAC).

Procedure

Step 1

Log in to Security Cloud Control.

Step 2

Next to your tenant name, click the help button and select Contact Support.

Step 3

Click Support Case Manager.

Step 4

Click the blue Open New Case button.

Step 5

Click Open Case.

Step 6

Select Products and Services and then click Open Case.

Step 7

Choose a Request Type.

Step 8

Expand Find Product by Service Agreement row.

Step 9

Fill in all the fields. Many of the fields are obvious. This is some additional information:

  • Product Name (PID) - If you no longer have this number, see the Firewall in Security Cloud Control Data Sheet.

  • Product Description - This is the description of the PID.

  • Site Name - Enter your site name. If you are a Cisco Partner opening a case for one of your customers, enter the customer's name.

  • Service Contract - Enter your service contract number.

    • Important: In order for your case to be associated with your Cisco.com account, you need to associate your contract number to your Cisco.com profile. Use this procedure to associate your contract number to your Cisco.com profile.

      1. Open to Cisco Profile Manager.

      2. Click the Access Management tab.

      3. Click Add Access.

      4. Choose TAC and RMA case creation, Software Download, support tools, and entitled content on Cisco.com and click Go.

      5. Enter service contracts number(s) in the space provided and click Submit. You will receive notification via email that the service contract associations have been completed. Service contract association can take up to 6 hours to complete.

Important

Important: If you are not able to access any of the links below, please contact your authorized Cisco partner or re-seller, your Cisco account representative, or the individual in your company who manages Cisco service agreement information.

Step 10

Click Next.

Step 11

In the Describe Problem screen, scroll down to Manually select a Technology, click it, and type Security Cloud Control in the search field.

Step 12

Select the category that best matches your request, and click Select.

Step 13

Complete the remainder of the service request and click Submit.