Entitlement
To create a ticket with the Cisco TAC in the CSOne system, correct entitlement data needs to be provided on ticket creation. Software and hardware entitlement are supported and need varying mandatory information.
Hardware or Software Entitlement
| Entitlement Type |
Serial Number |
Cisco contract ID |
CCO-ID |
Product ID |
| Hardware entitlement |
mandatory |
optional |
mandatory |
- |
| Software entitlement |
- |
mandatory |
mandatory |
mandatory |
Serial Number: The serial number is a required field for a successful hardware entitlement on the Cisco side. This field must carry valid content of the serial number of a serviced device.
Cisco Contract ID: The contract ID is an optional field for hardware and software entitlement on the Cisco side. If provided, this field must carry the contract ID that identifies the services in Cisco.
Case Contact ID (CCO-ID): The ID of the Contact Person is mandatory for successful entitlement with Cisco TAC for both software and hardware entitlement.
Product ID: For software entitlement, a valid Product ID is required that identifies the software/services in Cisco.
Every TAC service request must include either the serial number for hardware or the Contract number and Product ID (PID) for standalone software applications.
Review the Cisco Entitlement Overview document for more details about the Cisco Service Entitlement policy and process.
If access to Entitlement data is not available, Customers should reach out to their Account Manager for assistance.