Ways to Contact Meraki Support

Overview

Cisco Meraki Support is available 24/7 to Enterprise customers for assistance with resolving network issues and providing answers to questions not covered by the documentation. The sections below describe the available options for contacting support. 

 Meraki Support assists only with technical questions and troubleshooting of the webinar or CMNA promo equipment.

For any non-technical questions, orders, training, auto-renewal, and so on, refer to the Contacts for Webinar and CMNO, CMNA, ECMS Equipment guide.

NOTE: Contacting Support for Government Users, refer to this page: Information for Cisco Meraki for Government users

 When calling in for technical issues related to a Meraki dashboard organization or network, you must verify your identity as a network administrator with appropriate privileges. For more information, refer to Managing Dashboard Administrators and Permissions and Locating the Meraki Customer Number or Support Passcode.

Submit a case online in Meraki dashboard

The Meraki dashboard allows you to submit support cases efficiently, enabling quick identification and resolution of network issues. The enhanced case-creation process lets you 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 our Support page or refer to Case Severity Levels and Support Tiers.

After submission, you will receive a confirmation email. If you use the Call Me Now feature, the system will call you immediately. The dashboard also provides options to update cases as needed. The dashboard also provides options to update cases as needed.

You can submit cases directly through the dashboard. This feature enables Support to quickly identify your network and expedite issue resolution. For detailed steps on how to create a support case on Meraki dashboard, including adding case severity level, refer to the steps below. 

To submit a case in dashboard:

1. Log-in to the Meraki dashboard.
2. Navigate to "?" (top-right on green ribbon) > Support Center.
3. Select a Product or Platform tile related to the issue you need help with:
   
   
    
4. 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 whether the issue relates to an existing case or a new one, then enter a description. A list of open cases is available by selecting the Case dropdown field. If creating a new case, select the severity level that best describes the business impact:

• 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 options vary based on the severity selected. 
      

7. After you have submitted the case, a Summary confirmation page displays the case details and the severity level assigned.

You will receive a confirmation email, or a call if you used the Call Me Now option. To update the case, reply to the confirmation email or navigate to ? > Support Center > View full case history in the dashboard.

Submit a case through help center

The Help Center widget on the Client VPN and Switches pages of the Meraki dashboard provides access to common troubleshooting articles. If the issue persists, you can submit a support case from the widget. The widget automatically captures product information when the case is submitted. For higher severity issues, open the case via Support Center for real-time assistance.

This feature is currently available on the Client VPN and Switches pages.

Contact support by phone

The Call Me Now feature on the Meraki dashboard lets you request an immediate call from Meraki Support directly through the dashboard. For more information, refer to our documentation on. Refer to our documentation on Call Me Now.

If you have an open case and need to contact support, refer to the "Access for Existing Cases" section on the Call Me Now page.

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.

• If you create a case using the Call Me Now option, the next available Support engineer will contact you directly by phone.

• 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 selecting 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:

• 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.

Contact your account representative

Contact your account representative for assistance with: 

• Product recommendations 

• Network design and solutions 

• Product specifications 

• Purchasing, including equipment and licenses 

 

Your account representative works closely with Meraki Sales engineers to help you achieve your goals. Find your account representative in the dashboard under ? > Support Center > Contact your sales representative. 

Meraki assigns an account representative to an account only after a license is claimed. To purchase your first license or get assistance with product specifications and design solutions, contact the Meraki Sales team a  https://meraki.cisco.com/form/contact

If you need assistance regarding product recommendations, network design and solutions, product specifications, and purchasing (including equipment, license, etc.), contact your account representative. Your account representative works closely with Meraki Sales engineers to ensure that you can achieve the goal that you have in mind. Your account representative can be found in dashboard under "?" > Support Center > Contact your sales representative.

Join cisco community

Join the Cisco Community today to discuss all things Meraki by visiting https://community.cisco.com and logging in with your cisco.com credentials. If you don’t already have a Cisco login, create one by following the “Register” link. 

In the community, you can: 

• Search for common topics and get answers to your questions,  

• Share how you are using Meraki gear in your environment and find tips from other users who have had similar experiences. 

• Can’t find what you’re looking for? Start a new topic. Many community experts can answer questions on a new topic. 

Contact Support by Chat

Chat assistance is available only on the License Info page within the Meraki dashboard. 

To get live assistance with your Meraki licensing issues, follow the steps below to initiate a chat:  

1. Log in to your Meraki dashboard.  

2. Navigate to Organization>License Info in the left panel. 

3. Select the Help Center widget in the bottom right corner.   

4. Review the common solutions displayed.   

5. Select the Still Need Help? button. Enter the chat details and start chatting with a Support agent. 

Live chat agents are available Monday to Friday, from 4 AM to 5 PM Pacific Time (PT). Agents can assist with licensing issues directly through the chat. A chat case will be automatically created and will be visible within your Support Center cases view.