CDN Support FAQ's
- 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)?
- Can I access downloads and support for all the Technology Centers?
- Cisco product/software support versus CDN developer support.
- Can I access software downloads from the Download Software Library?
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 product and software support. These are two distinct and separate Cisco support services. To get information about these support contracts, visit the the Technical Services web site.
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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 CDN support contract number. Case Open Instructions are available to CDN members under the Open a Support Case link.
Q. Can I access downloads and support for all the Technology Centers?
A. Following is just an example of the technology solution information and downloads you can access as registered guest of CDN, with more being added as the technologies are made available:
The following Technology Centers do require a CDN contract number to access downloads and services. This qualification is noted on any Technology Centers that have this requirement:
The following Technology Centers require special licensing from the Technology Group. Information on how to engage is provided in the Technology Center web pages.
The following Technology Centers currently do not offer formal developer support services, but are provided to allow customers to become familiar with these interfaces:
CDN Developer Support
- CDN support provides access to support services ONLY for development issues using the product APIs, protocols and interfaces offered in CDN.
- Support is standard business hours (see our Service Level Commitments)
- Our engineers do not support Cisco core product hardware or software issues.
- The CDN contract does not provide access to products, product upgrades, or downloads in the Cisco Software Download Library.
Cisco Product/Software Support
- Cisco Product Support is provided by the Technical Assistance Center (TAC) to customers who have purchased the appropriate support contract with Cisco.
- Depending on the level of hardware or software support purchased, support includes product maintenance releases, upgrades, and replacement.
- It DOES NOT include development support for the product APIs, protocols or interfaces.
- For details on the Cisco product and software support options available, please visit the Technical Services web site at http://www.cisco.com/en/US/products/svcs/ps3034/ps2827/serv_category_home.html.
- Support can be purchased through your Cisco Partner Reseller. To find a Cisco Partner - http://tools.cisco.com/WWChannels/LOCATR/openBasicSearch.do
Q. Can I access software downloads from the Download Software Library?
A. Following Your CDN contract only provides access to the Download Software tool for "guest-entitled" images. "Contract-registered" images/downloads require the appropriate product/software support contract to access. If there is a lock image next to the download, you will not be able to access.
For details on the Cisco product/software support options available, please visit the Technical Services web site.
Support can be purchased through your Cisco Partner Reseller. Locate a Cisco Partner.
Still have a question? Contact us at firstname.lastname@example.org.