Support FAQ

Questions

  1. What are the DevNet Support options?
  2. What does having tickets mean?
  3. How do I Open a Case?
  4. What API's are supported by Developer Services?
  5. What help can I receive from TAC Support?
  6. I have used all my tickets – can I get more?
  7. What is the lifespan of my tickets?
  8. When I try to open a ticket for my API, I do not see it on the list.
  9. What are the response times I can expect?
  10. What type of support can I get from DevNet?
  11. Can I allow another person to use my tickets?

Q1. What are the DevNet Support options?

DevNet offers four types of support for developers who are creating solutions using Cisco APIs:

  • Knowledge Base: Free articles that cover a range of topics. This is a good place to start to see if your question is already answered.

  • Chat Room Support: Free and always available. Enter your email and ask the community about your API questions.

  • Forum Support: Free to any logged-in DevNet member. Simply log in and post your questions in the appropriate forum.

  • Case Support: Developers can open case support tickets for specific technologies to get access to a Cisco developer engineer. Developer support tickets are no longer available for purchase as of April 30, 2022. Existing developer support tickets will be honored through their expiration dates. Please see our Terms of Service for more information..

Q2. What does having tickets mean?

A ticket entitles a developer to open a case with DevNet developer support, and this case will remain open until a suitable resolution is found. When a developer opens a case, that ticket is counted against the total ticket count and the total available is decremented by one.

Q3. How do I Open a Case?

First, read the Opening A Support Case page.

To open a support case, go to the DevNet Support page. Under the Case-Based Ticket box, click on the box that shows how many tickets you have. As of April 30, 2022, you cannot purchase any additional tickets.

Q4. What APIs are supported by the DevNet Developer Support team?

See the list supported technologies.

Q5. What help can I receive from TAC Support?

TAC support can help with product issues, and might be able to help with some programmability questions. You need a service contract to use Cisco support.

Q6. I have used all my tickets – can I get more?

No. Developer support tickets are no longer available for purchase as of April 30, 2022. Existing developer support tickets will be honored through their expiration dates. Please see our Terms of Service for more information.

Q7. What is the lifespan of my tickets?

Developer support tickets are valid for 12 months from the grant date. The grant date is either the renewal date of your Solution Partner subscription or the date a ticket was purchased. They will expire if not used in this timeframe. They do not roll over to subsequent renewals.

Q8. When I try to open a ticket for my API, I do not see it on the list.

All APIs are supported through the forums; however, not all APIs have case-based Developer Support. For a complete list of supported APIs see this list of supported technologies.

Q9. What are the response times I can expect?

You can expect an initial response within one business day.

Q10. What type of support can I get from DevNet?

DevNet Developer Support provides the following general types of API and application integration support:

Consultation:

  • Application use-cases and suggested/recommended API solutions
  • General application architecture and design, with regard to interfacing with APIs
  • Specific API features and capabilities
  • Application and API security, performance, and scalability

Support:

  • Investigation and troubleshooting of issues with, or usage of API components
  • API or product/API defect analysis and escalation
  • Assistance with, or explanation of specific API features, requests, commands or parameters
  • API enhancement requests (forwarded to the appropriate API team)

What is not provided (best effort):

  • Custom solution application design/development/coding, including sample code
  • Detailed code analysis/review
  • Support of specific development languages, 3rd party tools, or OS/platform-specific support (e.g. Lua, Expect, TCL)
  • Instructor-led API/language/tool training

Q11. Can I allow another person to use my tickets?

Tickets can be shared between individuals within the same company. The system does not support sharing tickets between companies.