Dedicated Instance Tier 1 Support in webex

There are different levels of Tier 1 support, and you receive IT Administrator-level support.

Technical support is provided by Tier 1 for resolving and troubleshooting the following issues:

• Operational issues encountered by users:

  • Phone cannot be powered on or registered

  • Voicemail cannot be checked

  • CM feature is not available in Cisco Unified

  • Calls cannot be placed or received

  • Audio is not playing

  • Having trouble logging into or using Jabber

• Setup of the client:

  • Alternatively, you can install Cisco Jabber or Webex

  • You can create users, features, or dial plans for Dedicated Instances

  • A voice, video, or voicemail service can be configured, along with an IM and presence service

  • Provide endpoints and user accounts, including LDAP and single sign-on (SSO) functionality.

• Issues that may arise in the application

  It is your responsibility to inform us if you discover any potential defects in one of the applications that you or your customers are using.

• Service downtime inquiries:As a result, you should confirm that your customer’s network is operating properly and that your service is available and operational. This includes the MPLS network, PSTN network, and SIP network access for telephony integration.

• Peering Support:It is a requirement for both Webex Edge Connect and Virtual Connect peering to perform a basic level of debugging and troubleshooting before contacting Cisco TAC for assistance. This applies for both Webex Edge Connect and Virtual Connect peering purchasing.

• Other common issues include:

  • The restoration of settings that were incorrectly configured

  • Compatibility with third-party products and components: partner and customer networks, application integrations, devices, gateways, etc.

  • In addition to initial capacity requirements, new users may have additional capacity management requirements

  • Invoicing and billing of customers

  • Providing PSTN services through integration

  • Dedicated Instance upgrades are ready for customers

The Cisco Technical Assistance Center (TAC) can be contacted directly by your customer’s IT staff through Cisco Solution Support. In order to use this option, you must purchase it.

Cisco Technical Assistance Center (TAC)

For the duration of your Cisco Collaboration Flex Plan subscription, Basic Support is included at no additional charge. In the case of severity 1 and 2, you will receive one business day of technical support via phone, web, or email within a 60-minute initial response time. During the term of your subscription, you will be able to access the knowledge base, as well as all software updates and upgrades that are available during this period. There is also an option to purchase Enhanced Support or Premium Support at an additional cost. Please refer to the Collaboration on SalesConnect for more information regarding the TAC support.

It is necessary for partner administrators to login in order to access “Support Services for Collaboration on SalesConnect”.

In order to raise a support case with TAC, you should follow the steps below:

1. It is possible to register your case using Cisco Support Case Manager by visiting https://mycase.cloudapps.cisco.com/case.

2. You can open a new case by selecting the Open New Case option under Products and Services.

   The Webex option should not be chosen.

3. Choose the technology that suits your needs manually.

   Technology: Conferencing and collaborative working.

   Sub Technology: The UCM Cloud / Dedicated Instance (DI) is a combination of both.

4. For a quick resolution, you should include the affected ORG ID and/or UC Instance name, and clearly state the problem or requirement in detail.

   We have a dedicated team of experts who are available 24×7, all over the world, for instance support.

5. The TAC Frontline is the easiest way to contact TAC engineers for P1/2s so that we can assist you more quickly.

   If you would like to verify entitlement, you will need to use the DI subscription or contract. Ensure that it is linked to your CCO account in order for it to work.