Support Center Case Submission
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Overview
Customers are able to select a severity level upon case creation via the new Support Center case creation experience if they have opted in to the new experience. For a detailed step-by-step instruction on how to create a support case on Meraki dashboard, refer to the Support Center Case Submission article.
If you have not opted into the new Support Center case submission version, you can still submit cases on the legacy version in dashboard until the new experience reaches general availability (GA) stage in May, 2025. However, you will not have the option to set case severity level. The Meraki Support Agent assigned to your case, will assess the severity based on your business impact. You will be able to view the severity level within the case details and recent cases section within the Dashboard Support Center. For details on the legacy version of case submission steps, refer to the instructions provided in Legacy Version of Case Submission in Support Center.
If you would like to change the severity on your open case, please call Meraki Support.
The Cisco Meraki Dashboard allows users to submit support cases efficiently, enabling quick identification and resolution of network issues. With the new case-creation process, users can associate their cases with specific devices and select a severity level that indicates the impact on business operations, ranging from critical to informational.
After submission, users receive a confirmation email, and our systems will call immediately if using the Call Me Now feature. The Dashboard also provides options to update cases as needed.
Submitting a Case Online Through the Dashboard
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 Dashboard.
- Navigate to "?" (top-right on green ribbon) > Get help & cases.
- 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.
For more information on case severity levels, refer to the Understanding Case Severity Levels article.
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 "?" > Get help & cases > View full case history page in Dashboard.
For more detailed information on how to submit a Case through other support channels, refer to the article on Ways to Contact Meraki Support.