Cisco Umbrella

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Customer support packages

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

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Cisco Umbrella support service levels

Umbrella support service levels matrix

Support packages datasheet

Did you know?
Cisco Umbrella has evolved to Cisco Secure Access.

It’s more than a new name—it’s an all-new platform. Experience seamless, cloud-delivered connectivity and AI-powered security that protects your users anywhere, on any device.

Learn about the evolution

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



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