Basic Support offers 24/7 technical assistance in English for break-fix issues via phone, web, or email with responses within 60 minutes for high-severity cases and by the next business day for lower-severity ones. The basic support includes access to the knowledge base, as well as all software updates and upgrades during the term of your subscription. The enhanced and premium Supports are also available at an additional cost. For more information on TAC support, see Collaboration on Sales Connect.

The following are a few technical issues or assistance specific to Dedicated Instance:

• Control Hub support:

  • Any technical issues under the Calling > Dedicated Instance tab.

  • Analytics & Subscription tabs, specific to Dedicated Instance.

• Service request: Open a customer on-boarding service assistance request for day-0 and day-1 activities from Control Hub such as:

  • DNS entry

  • Firewall Updates

  • Firmware Upload

  • Cloud Connectivity

  • Audit Log Settings

  • UC Application Management

  • DI-MT Inter-op SIP trunks

  See How to raise a service request for more information.

• Service downtime inquiries: In this situation, confirm service availability and status on your customer’s network, including Cloud Connectivity, PSTN network, or SIP connectivity for telephony integrations.

• Peering Support: For any peering purchased, the initial level of debugging and troubleshooting is done by you or your customer's IT staff before reaching out to Cisco TAC. This applies to Partner Connect, Edge Connect or Virtual Connect peering.

  • For Partner Connect a request with the Dot1qTag needs to be provided, for more information refer Partner Connect.

• Software upgrades of UC applications in Dedicated Instance.

• Other common issues, including:

  • Integration of PSTN services.

  • SSO setup assistance in UC applications.

  • Potential UC application issues or defect which you would want to notify us.

Steps to raise a TAC case

For quick assignment of the case, to the correct Dedicated Instance TAC team, follow the below process mentioned while raising the support case:

1. Sign into Cisco Support Case Manager at https://mycase.cloudapps.cisco.com/case.

2. Select Open New Case → Product and Services→ Open Case.

   Do not choose the Webex option.

3. Check Entitlement:

   Click Find Product by Service Agreement. Input either the Subscription Number or Service Contract Number, depending on what you must verify the entitlement and click Next.

4. Describe the Problem:

   Enter the problem description and choose the Severity of the case. Refer the above section to mention the scope of the request in the description. This helps the TAC to engage the correct team quickly.

5. Manually select the following technology,

   Technology: Collaboration and Conferencing,

   Sub Technology: UCM Cloud / Dedicated Instance (DI).

6. For P1/2s, please call TAC Frontline for quicker assistance.

   Use the DI Subscription or Service Contract for the entitlement verification. Make sure your CCO account is associated with it.