Case Severity Levels and Support Tiers
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Overview
As a Meraki customer, you are able to select a severity level upon case creation via the Support Center case creation experience. For a detailed step-by-step instruction on how to create a support case on Meraki dashboard, refer to Submit a Case Online in Meraki Dashboard.
If you would like to change the severity on your open case, 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. As a customer, you can assign severity during new case submission.
By accurately assessing the severity of your issue, Meraki Support can prioritize your case 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 you to initiate either a “Call Me Now” or “Call in” request to engage with a Meraki Support Agent over the phone and troubleshoot the issue immediately.
- For severity 3 and 4 cases, you can submit online and the Meraki Support Agent will respond by the next business day, or you can use the “Call Me Now” or “Call in” feature for immediate support.
Support Tiers
Cisco offers three tiers of customer support. Refer to Cisco’s Service Descriptions to learn more.
Standard and Enhanced Support: For 24/7 assistance with Sev 1 or Sev 2 issues, select a phone support option when submitting a case through the dashboard, or call the Support Hotline number on our website. All other cases will receive a response during business hours.
Signature Support: When opening a case outside of business hours, select a phone support option when submitting a case through the dashboard, or call the Support Hotline number on our website. This ensures your case is routed to the on-duty Signature support team.
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, Meraki Support will ask the customer contact to be available for troubleshooting via phone. This ensures critical issues receive immediate attention and dedicated phone support to expedite resolution.
For severity 3 and 4 cases, you can submit online and the Meraki Support Agent will get back by next business day or you can use the “Call Me Now” and “Call in” feature may be used for immediate support.
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 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.