Get technical support from engineering teams and the community
DevNet offers two types of support for developers creating solutions using Cisco APIs:
Free and always available. Enter your email and ask the community about your API questions.
Free to any logged-in DevNet member. Simply log in and post your questions in the appropriate forum.
For specific technologies developers can purchase Case Support Tickets and gain access to a Cisco Engineer.
The entitlement in DevNet is based on tickets purchased and used. When a developer opens a case then that ticket is counted against the total ticket count and the total available is decremented by one.
First of all read the Opening A Support Case page.
To open a support case, go to Support. Under the My Support Info box, click “Open New Ticket”. If you do not have tickets available, you will be directed to the purchase page.
Go to the home page for support https://developer.cisco.support and on the right hand side select “Global API Support”. This will display a list of all API’s and links to the forums and to open a ticket. Should the Ticket support column have N/A then the technology is not supported through Developer Services – only by forums.
DevNet support is completely separate and discrete from TAC support. DevNet support does not entitle developers to access product support. For product support, a separate product support contract is required.
Yes, you can purchase support tickets without any other services and if you still have tickets the extra tickets will be added to your existing support.
Developer support tickets are valid for 12 months from date of purchase. They will expire if not used in this timeframe. They do not roll over to subsequent renewals.
All APIs are supported through the forums; however, not all APIs have Developer Support. For a complete list of supported APIs by region, go here.
High - Critical issue with severe impact to customer's business operation. Customer's business operations are proceeding but production and/or profitability will be severely affected within several days. A major feature is unusable/ or has caused irreparable loss of data. Development may be halted.
Medium - Time sensitive issue with negative impact to customer's business operation. Significant aspects of customer's business are still proceeding but issue may affect long-term productivity. A major feature is operational but unstable or unreliable. Development can be continued.
Low - An issue with insignificant impact to customer's business operation. Most operations remain functional with little impact over time. A major feature requires enhancements or fixes that are targeted for updates but do not result in loss of functionality. Information or assistance is required on API capabilities or documentation. There is clearly little or no impact to the Customer's operation. Issue requires no further action beyond possibly follow-up.
You can expect a response within one business day.
What is not provided (best effort):
Tickets can be shared between individuals within the same company, as long as the user is setup as a support user for that company. The system does not support sharing tickets between companies.