Cisco Umbrella

Enterprise network security

Customer support packages

We are dedicated to your success, and will work quickly to resolve any request or issue

Contact sales Support options

Cisco Umbrella support service levels

Umbrella support service levels matrix

Software support response targets

Enhanced icon

Enhanced support

Technical support coverage
24×7 via phone & online

Response target for severity 1 or 2 cases
Response within 30 minutes for phone

Response target for severity 3 or 4 cases
Response within 2 hours for phone

Premium icon

Premium support

Technical support coverage
24×7 via phone & online

Response target for severity 1 or 2 cases
Response within 15 minutes for phone

Response target for severity 3 or 4 cases
Response within 1 hour for phone

Case severity definitions Cisco Software Support



“Our Cisco Umbrella contact has become a great resource, and our weekly call with him is extremely valuable. Our technical account manager is our “Go-To,” whose guidance has been vital. Direct access to a Cisco Umbrella resource like this has proven indispensable.”

Viorel Vilcu
Corporate Manager, Information Technology at ATS Automation
Automated Security: A Case Study