How to Contact Cisco Secure Connect Support
Overview
Cisco Secure Connect Support is available 24x7 to customers who subscribe to the solution.
Once you activate the product in the Meraki dashboard, an additional section named Secure Connect section appears on the left pane.
If you cannot contact support through your Meraki dashboard, you can create a case here:
https://meraki.cisco.com/meraki-supp...-support-case/
- Include "Secure Connect" in the subject and other the following details in the description:
- First Name, Last Name
- Admin Email - Use admin email that matches Umbrella org
- This can always be the email from the order.
- This can also be another email of an admin in the Umbrella account, if others exist.
- Umbrella Org Id
Step-by-step instructions
Contact support
1. In the dashboard, under Secure Connect, navigate to any of the pages under the product. The Support link is available at the top right of the page. Select it, and a pop-up will appear.
2. Some links on Secure Connect pages redirect to the Umbrella dashboard. In that cases, the Secure Connect Support button is available on the left pane. Select the button and a pop-up will appear.
For the Secure Connect Support button to appear in Umbrella, you must begin your session in the dashboard.
If you log in directly to Umbrella dashboard, this button does not appear.
3. In the pop-up, set the Related to field to Cisco Secure Connect so the case is assigned to the dedicated Secure Connect support team.
4. For the Description field, refer to the What to Include in a Support Case section below.
5. After populating all fields, select Submit.
If a new case is submitted under (?) > Get help & cases > Pick a Tile to Contact Support > Submit a case, ensure the Related to field is selected with Cisco+ Secure Connect.
Accessing your support cases
- Login to the dashboard.
- In the top right corner of the dashboard, select (?) icon > Get help & cases > Recent cases > View full case history to view a list of your open cases.
Phone support
For urgent or immediate support, call the support number listed on the second tab of the pop-up. If your call is related to an existing support case, enter the case number when prompted. Otherwise, enter your customer number.
Details to include in a support case
When contacting support by email or phone, provide as much information as possible to help the support team diagnose and resolve the issue. Below are examples of the type of information that the support team will request.
- A description of the issue
- Umbrella Organization ID (Click here to learn how to find your Umbrella Organization ID)
- Affected hub-site(s) or spoke(s)
- Screenshot of error message or logs
- When the issue started
- Was the setup working previously
- Were there any changes in the environment before the issue started
- Are all users impacted or a subset of users
- Is the issue impacting all devices, or a specific device type or operating system
- Is the issue reproducible
- Does the issue happen at certain intervals or at random times
- If a packet capture has been taken and uploaded, what are the client and server IP addresses
- Other relevant information not mentioned above