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. There are several options for contacting support that are described in the sections below.

Submit a Case Online in Meraki Dashboard

The Cisco Meraki Dashboard allows you to submit support cases efficiently, enabling quick identification and resolution of network issues. With the enhanced case-creation process, you can 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 Meraki website or refer to the Understanding Case Severity Levels article.

After submission, you will receive a confirmation email, and our systems will call immediately if you are using the Call Me Now feature. The dashboard also provides options to update cases as needed.

For a detailed step-by-step instruction on how to create a support case on Meraki dashboard including adding case severity level, refer to the steps below.

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:

1. Log-in to Meraki dashboard.
2. Navigate to "?" (top-right on green ribbon) > Support Center (My Cases).
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 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.
  
  

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  "?" > Support Center (My Cases) > View full case history page in dashboard.

Contact Support by Phone

Phone support is available for customers experiencing high-impact issues where quick resolution is a top priority.

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 clicking on the Profile icon in the top-navigation menu or by navigating to the “My profile” page, as shown in the image below:

The general US Support number is +1 (415) 937-6671. A full list of region-specific phone numbers can be found at the bottom of the Meraki Support home page or in the Summary page in the dashboard after you have submitted a case.

Get the following details ready before calling support:

• The 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

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 (My Cases) > Contact your sales representative.

Join Meraki Community

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

• 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. There are many Meraki experts on the community who are eager to help out.

More information on the Meraki forum is available at the blog post Introducing the New Meraki Community.