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.
Finding your entitlement information
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. The Partner must provide CCO ID, Serial Number, and Contract Number. If access to the following tools is restricted, some roles, such as the Alliance Manager or Services or Support teams within the Partner company, can help discover the details. You can find valid support contracts at the Cisco Commerce Renewals website.
The Cisco CCO-ID of the Partner contacting Cisco about a specific device must be associated with the service contract under which the device is covered. This can be managed via Bill-to-IDs. The Service Access Management Tool (SAMT) administrator for your company associates your Cisco CCO ID with your company’s Bill-to-ID, which includes all contracts sold by your Partner company or via association with specific customer contract numbers.