Dedicated Instance Tier 1 Support

Tier 1 support helps you resolve and troubleshoot technical issues, such as:

  • User operation issues:

    • Unable to power on or register phone

    • Unable to check voicemail

    • Unable to use a Cisco Unified CM feature

    • Unable to place or receive a call

    • Unable to hear audio

    • Unable to log in to Jabber or use the Jabber softphone

  • Client setup:

    • Install Webex App or Cisco Jabber

    • Configure a Dedicated Instance user, feature, or dial plan

    • Configure voice, video, voicemail, or IM and Presence service

    • Provision user accounts and endpoints, including LDAP and SSO

  • Potential application issues

    Notify us if you or your customer have identified a potential defect in one of the applications.

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

  • 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 both Webex Edge Connect and Virtual Connect peering.

  • Other common issues, including:

    • Restoring improperly configured settings

    • Supporting third-party components: partner/customer network, applications, integrations, devices, gateways

    • Capacity management requirements for new users beyond initial requirements

    • Customer billing and invoicing

    • Integration of PSTN services

    • Customer readiness for Dedicated Instance upgrades

Cisco Solution Support lets your customer's IT staff call the Cisco Technical Assistance Center (TAC) directly. You need to purchase this option.

Cisco Technical Assistance Center (TAC)

Basic Support is included with any Cisco Collaboration Flex Plan subscription at no additional cost for the duration ofyour 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 Collaboration on SalesConnect.

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

Use the below process flow to raise a support case with TAC:

  1. Sign in to 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 your Subscription Number or Service Contract Number, depending on what you have to verify the entitlement and click Next.

  4. Describe the Problem:

    Enter the problem description and choose the Severity of the case.

  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 in engaging TAC engineers.


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