With Tier 1 support, it is the responsibility of the partner to ensure that their customers get IT Admin-level help. Tier 1 support helps customers resolve and troubleshoot technical issues.

As a partner your responsibility for Tier 1 support begins when the customer’s Webex Calling Dedicated Instance (DI) service becomes operational. The partner can use any of the following methods to deliver Tier 1 support:

  • Provide Tier 1 support themselves.

  • Let customers with qualified IT staff provide their own Tier 1 support. Cisco Basic support lets the customer’s IT staff call the Cisco Technical Assistance Center (TAC) directly.

Cisco Technical Assistance Center (TAC)

Basic Support is included with any Cisco Collaboration Flex Plan subscription at no additional cost for the duration of your subscription. Basic Support entitles you to unlimited 24-hour access to technical support in English for break and fix issues over the phone, web, or email within one business day for lower-severity cases, and within a 60-minute initial response time for severity 1 and 2 cases. Your Basic Support includes access to the knowledge base, as well as all software updates and upgrades during the term of your subscription. Enhanced and Premium Support are also available at an additional cost. For more information on TAC support, visit the Support Services for Collaboration on SalesConnect.


Access to Support Services for Collaboration on SalesConnect requires partner administrator login.