Welcome to Cisco Services. We value your business and are excited to enable you to quote, order, and manage service renewals, and request support for products, using Cisco tools and processes. You have access to Cisco technology experts, award-winning web-based support tools, software support and updates, and an extensive knowledge base.
Read the Service Migration FAQs for commonly asked questions regarding data migrated, service agreements, renewals, support, licensing, RMAs, and more.
Opening a service request begins with a simple, one-time online registration process.
First, register for a Cisco.com user ID and create a Cisco.com profile. Your contract number must be associated with the Cisco.com user ID. Check with your Cisco partner or account representative for your contract number.
If you have any problems with the web registration process, send an email to Cisco at web-help@cisco.com.
To open a case, you will be required to provide your serial number or contract number and Cisco.com user ID.
To initiate or check on the status of a service request:
Review the Technical Support Reference Guide to understand how to obtain Technical Support through the Cisco® Technical Assistance Center (TAC)
How to Access Your New Contract Numbers
Contact your partner or Cisco account representative for your new contract number.
License Activation Key Process and Return Merchandise Authorization (RMA)
The Activation Key Process Self Service Guide describes the process for obtaining and installing activation keys for a subset of Cisco TelePresence products (the former TANDBERG products) and covers the following scenarios:
Option keys for activating add-on product options purchased after initial product purchase. Options purchased with the initial product are shipped pre-activated.
Software release keys for full-version software upgrades or downgrades.
Return Merchandise Authorization (RMA) license transfer for installing software and options for RMA product replacements.
Note: TANDBERG previously shipped RMA replacements pre-configured. Software and option installation for RMA replacements is now done through a self-service model.
Review the Technical Support Reference Guide to understand how to obtain Technical Support through the Cisco® Technical Assistance Center (TAC)
How to Renew, View and Manage Service Contracts
Partners will manage services renewals, quoting, and contract management activities online and in one location. 1-Tier (Direct) Partners will use Cisco Service Contract Center (CSCC) to renew, view and manage service contracts.
Click the Search CSCC drop down in the upper right of the screen.
Select a search parameter (e.g., Serial Number / PAK Number, Instance Number, Contract Number, Estimate/Quote Number).
Enter a corresponding value in the adjacent field.
Note: Enter just one value; Search CSCC does not accept multiple values. To search multiple values, use the Advanced Search feature.
Click 'Go'. If results are found, a Summary Details or Line Items screen is shown, depending on whether the results are single or multiple items, and whether the associated products are covered or uncovered.
If no results are found, please re-check your data and try your search again.
Note: To understand the results that are returned for Serial Number / PAK Number or Instance Number searches and information on viewing the Product Details including the Warranty information, as well as how to search for multiple serial numbers using the SNIF tool, please reference the CSCC Serial Number Search Tip Sheet.
The Contract Management Team tab on the CSCC Role-Based Training website provides the recommended training for an individual who will be responsible for service renewals. Training includes the basics from registering contracts, searching for contracts and serial numbers, managing contracts, as well as quoting and ordering service renewals.
License Activation Key Process and Return Merchandise Authorization (RMA)
The Activation Key Process Self Service Guide describes the process for obtaining and installing activation keys for a subset of Cisco TelePresence products (the former TANDBERG products) and covers the following scenarios:
Option keys for activating add-on product options purchased after initial product purchase. Options purchased with the initial product are shipped pre-activated.
Software release keys for full-version software upgrades or downgrades.
Return Merchandise Authorization (RMA) license transfer for installing software and options for RMA product replacements.
Note: TANDBERG previously shipped RMA replacements pre-configured. Software and option installation for RMA replacements is now done through a self-service model.
Review the Technical Support Reference Guide to understand how to obtain Technical Support through the Cisco® Technical Assistance Center (TAC)
How to Renew, View and Manage Service Contracts
Partners will manage services renewals, quoting, and contract management activities online and in one location. Distributors will use SCC for Indirect Resellers and Distributors (SMS3) to renew, view and manage service contracts.
To renew, view, and manage your contracts, you must have access to SMS3. To gain access, follow the SMS3—Access by Role instructions.
How to Access Your New Contract Numbers
Although your TANDBERG service agreements will be assigned new Cisco contract numbers, the serial numbers will remain the same in the Cisco tools.
Access your new contract numbers by following these steps:
Go into SMS3. In the "Contracts" tab, click the "My Contracts" link. You will be directed to Cisco Service Contract Center (CSCC) for your search results
Click the Search CSCC drop down in the upper right of the screen.
Select a search parameter (e.g., Serial Number / PAK Number, Instance Number, Contract Number, Estimate/Quote Number).
Enter a corresponding value in the adjacent field.
Note: Enter just one value; Search CSCC does not accept multiple values. To search multiple values, use the Advanced Search feature.
Click 'Go'. If results are found, a Summary Details or Line Items screen is shown, depending on whether the results are single or multiple items, and whether the associated products are covered or uncovered.
If no results are found, please re-check your data and try your search again.
Note: To understand the results that are returned for Serial Number / PAK Number or Instance Number searches and information on viewing the Product Details including the Warranty information, as well as how to search for multiple serial numbers using the Serial Number Information Finder (SNIF) tool, please reference the CSCC Serial Number Search Tip Sheet.
The Contract Management Team tab on the CSCC Role-Based Training website provides information on searching for contracts and serial numbers.
License Activation Key Process and Return Merchandise Authorization (RMA)
The Activation Key Process Self Service Guide describes the process for obtaining and installing activation keys for a subset of Cisco TelePresence products (the former TANDBERG products) and covers the following scenarios:
Option keys for activating add-on product options purchased after initial product purchase. Options purchased with the initial product are shipped pre-activated.
Software release keys for full-version software upgrades or downgrades.
Return Merchandise Authorization (RMA) license transfer for installing software and options for RMA product replacements.
Note: TANDBERG previously shipped RMA replacements pre-configured. Software and option installation for RMA replacements is now done through a self-service model.
