Understanding Case Severity Levels
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Overview
Customers will be able to select a severity level upon case creation, starting March 28, 2025 via the new Support Center case creation experience.
If you have not opted into the new Support Center, you can still submit cases on the legacy cases view in dashboard until May 2025, however, you will not have the option to set severity. 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.
If you would like to change the severity on your open case, please call Meraki Support.
To ensure support cases can be classified based on the level of business impact and to provide the most effective support, Meraki Support has introduced severity levels within the Dashboard case creation workflow. Now customers will assign severity during new case submission.
Importance of Severity Levels
By accurately assessing the severity of your issue, we can prioritize support accordingly. Cases with critical or substantial business impact (severity 1 and 2) receive immediate attention and dedicated phone support to expedite resolution. This approach minimizes disruption and helps you get back to business quickly.
Severity Levels
| Severity Level | Definition | Troubleshooting Guidance |
| Severity 1 | Critical impact on customer's business operations. Cisco’s hardware, software, or as a service product is down. | Customer and Meraki Support commit to troubleshooting over the phone 24/7 until the issue is resolved or the severity level is appropriately reduced. |
| Severity 2 | Substantial impact on customer's business operations. Cisco hardware, software, or as a service product is degraded. | Customer and Meraki Support commit to troubleshooting over the phone during business hours until the case is resolved or severity is appropriately reduced. |
| Severity 3 | Minimal impact on customer's business operations. Cisco hardware, software, or as a service product is partially degraded. | Live troubleshooting is not mandatory but can be accessed by contacting Meraki Support helpline or using Dashboard’s Call Me Now feature. |
| 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. | Live troubleshooting is not mandatory but can be accessed by contacting Meraki Support helpline or using Dashboard’s Call Me Now feature. |
Contact Options Based on Severity
- For severity 1 and 2 cases, we require customers to initiate either a “Call Me Now” or “Call in” request to engage with a Meraki Support Agent over the phone and begin troubleshooting the issue immediately.
- Severity 3 and 4 cases can be submitted online and the Meraki Support Agent will get back by next business day or the “Call Me Now” and “Call in” feature may be used for immediate support.
Assigning Severity on New Cases
Refer to our article on Support Center Case Submission process to know more on how to assign severity level to your support case.
Customers will be able to assign severity when creating a new case:
For severity 1 or 2 cases, we will ask the customer contact to be available for phone troubleshooting. This ensures critical issues receive immediate attention and dedicated phone support to expedite resolution.
After case submission, the assigned severity level will be visible in the case summary page:
Severity will also be visible on the case details page and recent case views.
Going forward, all new cases will have severity assigned irrespective of whether they were opened via the new Support Center case workflow or any other channel.
Requesting Severity Change
To request a modification to the severity level on an existing case, you can call the Meraki Support Hotline number on our website. A Meraki Support Agent will help update the severity level. Please be advised that for severity 1 and 2 cases, the customer contact will be required to stay on the phone for live troubleshooting.