24x7 Global Support
KnowledgeBase, Documentation, Case Portal, and Notifications
Prioritized Response Targets
P3 - Information Request
2 Business Days
P2 - Technical Issue
1 Business Day
P1 - Service Outage
Technical Support Access
Named Support Contacts
24x7 for P1; 24x5 for P2/P3
Dedicated Technical Account Manager (TAM)
P1 – Service outage
An outage occurs if the Cisco Umbrella Service is completely unreachable when Customer’s Internet connection is working correctly. Cisco Umbrella personnel will be assigned to work on the resolution on a 24×7 basis to either resolve the issue or develop a reasonable workaround. A phone call is required for the 30 minute response target. Email has a 2 hour response target.
P2 – Technical Issue
An issue occurs if the Cisco Umbrella Service is available but response times are slow while Customer’s Internet connection is working correctly. Issues include technical questions or configuration issues related to Customer’s account that moderately impact Customer’s ability to use the service. Cisco Umbrella personnel will be assigned to work on the resolution continuously during business hours until either the issue has been resolved or a plan has been developed and mutually agreed upon.
P3 – Information Request
Information requests include account questions, password resets, and feature questions. Cisco Umbrella personnel will be assigned to work on the resolution at the time of response or as soon as practicable thereafter.
16:00 Sunday – 17:00 Friday, Pacific Time Zone, excluding local holidays.
P2/P3: 16:00 Sunday-17:00 Friday, Pacific Time Zone, excluding local holidays.
Your dedicated TAM works with you during regular business hours. After-hour requests are routed to our 24×7 Global Support Center for quick response to P1s. P2s and P3s are covered on a 24×5 basis.
Your TAM is notified of all service requests opened after hours to ensure that all technical issues receive the proper attention and responsiveness.
Dedicated advisor and advocate to maximize your investment
Proactive product monitoring, guidance and training
Expedited issue resolution
Executive business review
Extends priority invitations