Support Frequently Asked Questions
- How are you different from Cisco Technical Assistance Center (TAC)?
- Can I use my existing Cisco hardware (SmartNet) or software (SAS/SASU) support contracts to open cases with you?
- Can I use my Developer Support Contract to open cases for Cisco product?
- What is the definition of a case?
- What if I have a simple question that is not a support case?
- What if I am reporting a bug?
- How do I get technical support (open a support case)?
Q. How are you different from Cisco Technical Assistance Center (TAC)?
A. Cisco TAC supports generally available hardware and software. They do not support the exposed Cisco interfaces (APIs, protocols, SDKs), or any development being done with the interfaces.
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Q. Can I use my existing Cisco hardware (SmartNet) or software (SAS/SASU) support contracts to open cases with you?
A. These contract types are for generally available products supported by TAC. We only support the exposed Cisco interfaces, and a Developer Support Agreement contract number is required to open cases with our subject-matter expert engineers.
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Q. Can I use my Developer Support Contract to open cases for Cisco product?
A. Our Developer Support Contract cannot be used to access TAC for products support. These are two distinct and separate Cisco support services. To get information about these support contracts, visit the Cisco web site at
http://www.cisco.com/en/US/products/svcs/ps3034/ps2827/ps2978/serv_group_home.html
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Q. What is the definition of a case?
A. A case is a single support issue and the reasonable effort(s) needed to resolve it such as technical assistance provided by Cisco personnel to Company regarding questions, clarifications, problems, bug fixes, status of Case and escalation of Case with respect to the Supported Developer Product.
A single support issue cannot be broken down into subordinate issues. If a Case consists of multiple issues, each subordinate issue shall be considered a separate Case.
A Case may require multiple telephone calls and off-line research to achieve final resolution.
Cisco has the right to close a Case if Cisco determines:
(a) the Case is not a problem but an enhancement request;
(b) the Case is not a problem but an inherent feature of the product; or
(c) a workaround was provided for resolution
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Q. What if I have a simple question that is not a support case?
A. A question is an inquiry that requires little to no research to answer, i.e. clarification of documentation where there may be an error, or explanation of a given feature or function that is in question. We provide a list of Frequently Asked Questions for all our supported products, and suggest you check these first. If you cannot find your answer there, take advantage of the Tech Center communities.
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Q. What if I am reporting a bug?
A. Any opened case that is identified by developer support as a defect (bug) within the Cisco product will not be applied to your available case balance.
Note: We do not guarantee that every bug reported will be fixed, or that a fix will be provided within a specific time period. Resolution to bug reports may include a work-around.
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Q. How do I get technical support (open a support case)?
A. You must have an active Developer Services Subscription contract. Case Open Instructions are available to subscribers on the Developer Support page
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Still have a question? Contact us at developer-support@cisco.com.
