License Transfer Request
There are many scenarios that may require the transfer of a license from one Meraki dashboard organization to another. Moving Co-Termination licenses between organizations can only be performed by a member of the Meraki Support team. This article will outline the process and information required when making a Co-Termination license transfer request.
Customers using both Per-Device and Co-term Licensing models can now move their licenses between other organizations without submitting a request to Support. See below for how to do a license transfer for:
Refer to the Exceptions to understand when a license transfer cannot be completed
Who Can Request a License Transfer?
Only organization administrators with full read/write permissions on both source and destination organizations will be able to request a license transfer.
The full org administrator requesting the transfer must have the same email address on the source and destination organizations.
SAML administrators (assigned a role that grants full organization privileges) may request license transfers, as long as there is a local administrator that meets the above requirements that can be utilized as a "placeholder".
Meraki Support will NOT proceed with a license transfer if it is requested by:
- A read-only organization administrator
- A network administrator
- An administrator who only has sufficient permissions for one of the two involved organizations
- An administrator who manages the source and destination organizations under different accounts (regardless of permissions)
- A SAML administrator (regardless of permissions) if there is no local administrator to act as a placeholder
Required Information
Information required to proceed with the license transfer:
- The source license key that will be utilized for the transfer (the twelve-digit code in the format "Z2##-####-####")
- The device type(s) and count to be moved to the destination organization
- It is possible to move only a selection of licenses from a full license key
- Name and link for the destination organization
- The requestor's 4-digit administrator support passcode for the source and destination organization
Requesting the License Transfer
Once you have the required information outlined above you are ready to submit the license transfer request. There are two ways to contact support to make a license transfer request:
Online
The Cisco Meraki Dashboard allows you to submit support cases efficiently, enabling quick identification and resolution of network issues. With the enhanced case-creation process, you can associate your cases with specific devices and select a severity level that indicates the impact on your business operations, ranging from critical to informational. For more information on severity levels, visit Meraki website or refer to the Understanding Case Severity Levels article.
After submission, you will receive a confirmation email, and our systems will call immediately if you are using the Call Me Now feature. The dashboard also provides options to update cases as needed.
For a detailed step-by-step instruction on how to create a support case on Meraki dashboard including adding case severity level, refer to the steps below.
You can submit cases directly through the dashboard. This feature enables Support to quickly identify your network and expedite issue resolution.
To submit a case in dashboard:
- Log-in to Meraki dashboard.
- Navigate to "?" (top-right on green ribbon) > Support Center.
- Select a Product or Platform tile related to the issue you need help with:
- Select the device to be associated with the case. You can use the search bar or any of the dropdown filters to find your device based on:
- Device Name
- Product / Platform Category
- Network
- Mac Address
- Model Number
- Serial Number
5. Select if the issue relates to an existing case or a new one, and then enter a description. A list of open cases is available by clicking on the Case dropdown field. If creating a new case, select the Severity Level that best describes the business impact you are facing:
- Severity 1: Critical impact on the customer’s business operations. Cisco’s hardware, software, or as a service product is down.
- Severity 2: Substantial impact on customer’s business operations. Cisco hardware, software, or as a service product is degraded.
- Severity 3: Minimal impact on customer’s business operations. Cisco hardware, software, or as a service product is partially degraded.
- Severity 4: No impact on customer’s business operations. The customer requests information about features, implementation, or configuration for Cisco’s hardware, software, or as a service product.
6. Select a preferred contact option (available based on the severity selected):
7. After you have submitted the case, you will see a Summary confirmation and the severity level you have assigned on the case:
You will receive a confirmation email, or or you will receive a call when using Call Me Now. You can update the case if needed by replying to that email, or visiting the "?" > Support Center > View full case history page in dashboard.
Open a Case Using Webform
If you have lost access to the dashboard, you can still open a case using this form.
Include the following details in your case description:
- The Scope of the issue
- Issue Frequency
- Start Time
- Related Cases
- Test Results (from logs, screenshots, PCAPs)
- Workaround
- Business Impact
Phone
Call Me Now feature on the Meraki Dashboard allows you to get help from Meraki Support in a faster and more efficient way. With this feature, you have the ability to request an immediate call from Meraki Support directly through the dashboard. Refer to our documentation on Call Me Now for more information about this feature.
Phone support is available for customers experiencing high-impact issues where quick resolution is a top priority. To call Support, follow the steps to Submit a Case Online in Meraki Dashboard above.
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If you create a case using the Call Me Now option, the next available Support engineer will contact you directly by phone.
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If you create a case using the Call in option, you will be provided your region-specific phone number to call, or you can view a link to a full list of regional phone numbers in the Dashboard.
When contacting Cisco Meraki Support via phone, have your customer number and support passcode ready. There are a few different ways to find your Meraki customer number and support passcode.
- After you submit a case, you will receive your support passcode in the summary page.
- You can also get your customer number and the support passcode by clicking on the Profile icon in the top-navigation menu or by navigating to the “My profile” page, as shown in the image below:
Get the following details ready before calling support:
- The Scope of the issue
- Issue Frequency
- Start Time
- Related Cases
- Test Results (from logs, screenshots, PCAPs)
- Workaround
- Business Impact
To contact Cisco Secure Connect Support please refer to this article.
Exceptions
Only licenses with individual remaining value can be moved. If the key has expired individually but is being kept alive by co-termination, the license(s) cannot be moved elsewhere.
MX licenses for lower editions cannot be transferred to organizations that have been upgraded to a higher edition. Example: an Enterprise MX license cannot be transferred to an organization that is using Advanced Security. In these situations, please contact Meraki Support discuss alternative solutions.
Licenses can only be transferred between organizations that are following the same licensing model. If one of the organizations is following the co-termination licensing model but the other organization is following the per-device licensing model, a license transfer will not be possible.