Case Severity Levels and Support Tiers
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Overview
As a Cisco Meraki customer, you select a severity level when you create a case through the Support Center case creation process. 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.
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 the customer's business operations. Cisco’s hardware, software, or as a service product is down. | Customer and Meraki Support troubleshoot over the phone 24/7 until the issue is resolved or the severity level is appropriately reduced. |
| Severity 2 | Substantial impact on the customer's business operations. Cisco hardware, software, or as a service product is degraded. | Customer and Meraki Support troubleshoot over the phone during business hours until resolve the issue or reduce the severity level. |
| Severity 3 | Minimal impact on the customer's business operations. Cisco hardware, software, or as a service product is partially degraded. | Live troubleshooting is optional. Contact the Meraki Support helpline or use the dashboard's Call Me Now feature for live troubleshooting. |
| Severity 4 | No impact on the 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 optional. Contact the Meraki Support helpline or use the dashboard's Call Me Now feature for live troubleshooting. |
Requesting a severity change
To request a modification to the severity level on an existing case, call the Meraki Support Hotline number on our website. A Meraki Support agent updates the severity level. For severity 1 and 2 cases, the customer contact must stay on the phone for live troubleshooting.
Contact options based on severity
- For severity 1 or severity 2 cases, initiate a Call Me Now or Call in request to reach a Meraki Support agent by phone and start troubleshooting immediately.
- For severity 3 or severity 4 cases, submit your case online and a Meraki Support agent responds by the next business day. You can also 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.
Basic and Standard Support: For 24/7 assistance with severity 1 or severity 2 issues, select a phone support option when you submit a case through the dashboard, or call the Support Hotline number on our website. All other cases receive a response during business hours.
Signature Support: When you open a case outside of business hours, select a phone support option when you submit a case through the dashboard, or call the Support Hotline number on our website. Meraki routes your case to the on-duty Signature support team.