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.
Cisco Meraki Support assists only with technical questions and troubleshooting of the webinar or CMNA promo equipment.
For any non-technical questions, orders, training, auto-renewal, etc. of such equipment, please refer to Contacts for Webinar and CMNO, CMNA, ECMS Equipment guide instead.
NOTE: Contacting Support for Government Users, please refer to this KB: Information for Cisco Meraki for Government users
Learn more with this free online training course on the Meraki Learning Hub:
Submit a Case Online in Meraki Dashboard
NEW! Now you can select a case severity level upon case creation via the new Support Center case creation experience. The new case submission process allows you to provide critical information, such as impacted device or network, the technical description of the problem and to select the severity to highlight impact on business operations, as described in our website.
For more details on the new experience, refer to the Support Center Case Submission article.
Cases can be submitted directly within the Dashboard. This option helps Support quickly locate your network and resolve issues more quickly.
To submit a case in Dashboard:
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Log in to Dashboard.
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Navigate to "?" (top-right on green ribbon) > Get help & cases > Pick a Tile to Contact Support > Submit a case. Use the provided fields to explain the question or issue. Include any relevant details.
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Click Submit.
You will receive a confirmation email, and a Support Engineer will get back to you within one business day. 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.
Open a Case Using Webform
If you have lost access to the dashboard, you can still open a case using this form.
Include the following details in your case description:
- The Scope of the issue
- Issue Frequency
- Start Time
- Related Cases
- Test Results (from logs, screenshots, PCAPs)
- Workaround
- Business Impact
Contact Support by Phone
Call me now is a new customer support feature on the Meraki Dashboard that allows you to get help from Meraki Support in a faster and more efficient way. With this feature, you have the ability to request an immediate call from Meraki Support directly through the dashboard. Refer to our documentation on Call me now for more informatio about this feature.
Phone support is available for customers experiencing high-impact issues where quick resolution is a top priority.
When contacting Cisco Meraki Support via phone, please have your customer number and support passcode ready. There are a few different ways to find your Meraki customer number and support passcode.
- These can both be found at the "?" > Get help & cases > Pick a Tile to Contact Support > Call support team page.
Or, - 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 in Dashboard under "?" > Get help & cases > Pick a Tile to Contact Support > Call support team > View regional phone numbers, or at the bottom of the Meraki Support home page or in the Dashboard help section, picking Call support team tile > View regional phone numbers.
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 "?" > Get help & cases> Pick a Tile to Contact Support
> Contact your Sales representative
An account representative will be assigned to an account only after claiming a license. To purchase your first license or get assistance regarding our product specifications and design solutions, contact the Meraki Sales team via https://meraki.cisco.com/form/contact
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.