Problem: The customer is unable to open a ticket because it is expired Cisco tac will not open
Solution: Directions below
CCO most frequent issues:
- Contract Association
- CCO Login Issues
- Visibility Issues into Contracts
- Admin Access
- Creating CCO
- Updating CCO information
Resources for the customer to use:
- Contract Association
– First option is to make sure the customer utilizes the VAR.
– The customer handling a request directly has three options:
1.) Reach out to the SCC team at 800-556-1343. The customer will get a live person and no menus to navigate. Request Contract association to CCO User ID.
2.) Reach out to TAC at 800-553-2447. Press option 3. Request Contract association to CCO User ID.
3.) Submit CCO and Contract Number to [email protected]
– If the customer has multiple names (subsidiaries) and is having issues with association, please engage CSM.
– If there is a TAC case that is being held up because of contract association, please engage CSM.
CCO Login Issues
– Reach out to the SCC team at 800-556-1343. The customer will get a live person and no menus to navigate. Inform the person answering of the issues.
Visibility Issues
– Reach out to the SCC team at 800-556-1343. The customer will get a live person and no menus to navigate. Inform the person answering of the visibility issues.
Admin Access:
– Reach out to the SCC team at 800-556-1343. The customer will get a live person and no menus to navigate. Inform the person answering that admin access is needed.
Creating CCO:
-To create a Cisco.com account (CCO ID), please log on to www.cisco.com and click register. Follow the instructions to create a new profile by choosing service contract owner and entering your SMARTnet contract number.
Updating CCO information:
– If you need assistance with updating your profile, please email the Cisco.com team at [email protected]
– SCC Team is also a resource. Please call 800-556-1343. The customer will get a live person and no menus to navigate.