Cisco Umbrella Customer Support Options

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© 2016 Cisco and/or its affiliates. All rights reserved. Cisco and the Cisco logo are trademarks or registered trademarks of Cisco and/or its affiliates in the U.S. and other countries. To view a list of Cisco trademarks, go to this URL: Third-party trademarks mentioned are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (1110R) Umbrella technical account management program benefits Your TAM enables you to more rapidly achieve your business goals by helping you succeed with our products. Unlike other support staff, TAMs work with a small number of accounts. Dedicated advisor and advocate to maximize your investment • Maintains detailed knowledge of your network infrastructure, existing workflows, and business objectives • Owns, oversees, and ensures continuity of all support cases over the course of your annual agreement • Regular calls and roadmap reviews to ensure progress towards your defined goals Proactive product monitoring, guidance, and training • Continuous activity monitoring with frequent strategic insights on your current deployment and usage • Plans actions for operational improvements and safeguards from known issues • Periodic architecture audits to ensure maximum and optimal protection across your business Expedited issue resolution • Single point of contact for your team to directly escalate your technical issues 6 • Interlocked with specialized technical support and infrastructure engineers for expedited resolution • Champions your feature requests directly to product management and engineering teams Executive business review • Personalized, premium value report for the past year • Prioritization of value-add projects for the upcoming year Personalized education • Proactively shares best practices learned from Umbrella product experts and customers • Proactively informs you of relevant webinars, security blogs, or new educational white papers • Personalized Web-based product and new feature training Extends priority invitations • Receive early adopter access to new features before general availability • Get invited to special user events " We really rely on Ashley [our TAM] as both a project manager as well as our go-to for the whole Umbrella product. She knows all of the issues we have and really takes it upon herself to get things done for us. I always get answers right away. We really, really appreciate Ashley—basically it feels like she's more on our team than on the Umbrella team!" Senior security practitioner at a multinational energy corporation Prioritized response target details [1] 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. [2] An issue occurs if the 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 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. [3] An outage occurs if the Umbrella service is completely unreachable when Customer's internet connection is working correctly. Cisco personnel will be assigned to work on the resolution on a 24x7 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. Technical Support Access Details [4] We respond to e-mails from 16:00 Sunday - 17:00 Friday, Pacific Time zone, excluding local holidays. [5] Phones are staffed for P1 calls 24x7, but for P2/P3 calls, phone access is available from 16:00 Sunday - 17:00 Friday, Pacific Time zone, excluding local holidays. [6] Your dedicated TAM works with you during regular business hours. After hour requests are routed to our 24x7 Global Support Center for quick response to P1s. P2s and P3s are covered on a 24x5 basis. Your TAM is notified of all service requests opened after-hours to ensure that all technical issues receive the proper attention and responsiveness.

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