Q: What are the Cisco.com support access requirements?
A: To access support services, Cisco.com users are required to have a personal Cisco.com profile with current service agreement information and an active service agreement associated to it.
Q: Why did I receive an email from Cisco Systems®?
A: Your Cisco.com profile includes a service agreement nearing expiration and has no other active service agreements associated with it. To ensure you do not experience an interruption to your access privileges, take a moment to update your profile with all your active service agreements and personal contact details or complete the service agreement renewal process. Update your profile at the Cisco.com Profile Manager.
Q: What will happen if I do not update my profile with an active service agreement?
A: You may lose access to support services such as the Cisco Technical Support Service Request Tool and the Cisco Software Center, or your access may be changed to a Registered Guest status.
Without an active service agreement, your profile is reset as a Registered Guest. You will retain your Cisco.com user ID and password and continue to be able to access publicly available information. Your profile is not deleted or removed and you will be able to have service agreements associated to your profile at a later date.
Q: My company has other active service agreements that should entitle me to support services with Cisco. Why is my access level changing?
A: If the other service agreements are associated to your Cisco.com profile, you will not lose access to support services. You can verify this information by contacting the person who administers your service agreements. You also can verify the service agreements currently associated to your profile by going to the Service Contract Owner link in the Additional Access section of the Cisco.com Profile Manager.
If you are a current user of the Cisco Service Contract Center (SCC), you may use this tool to get details about your service agreements.
Q: I should be associated with other service agreements for my company. How do I obtain the service agreement numbers and add them to my profile?
A: Contact your company service contract administrator for assistance. In some cases, the partner or the reseller who sold you the service agreement performs this function. This person should have information on all the service agreements your company has purchased and whether these service agreements are relevant to the products you are responsible for. You may also request profile maintenance assistance through the Contact Cisco Now page. Click the pull-down menu under Question Type and select Profile Updates for Cisco.com.
You may request that additional service agreements are added to your profile by going to the Cisco.com Profile Manager. If your company has an administrator for the Cisco My Colleagues tool, this individual is notified automatically of your request.
Another option is to send questions to web-help@cisco.com. Include your Cisco.com user ID in the message.
Q: What will happen if my company is in the process of renewing our service agreements? Will I lose access to Cisco Technical Support services?
A: If the service agreement is renewed before it expires you will not lose access to Cisco Technical Support services, and neither you nor your company need to take further action.
Q: What happens to my support access if a service agreement in my profile is renewed after my profile has been changed?
A: Your profile is not automatically updated to enable support access if a service agreement is renewed after your support access has been changed. The renewed service agreement must be added again to your profile to reinstate your support access.
You can request association to a service agreement by going to the Cisco.com Profile Manager.
Q: Where can I get answers to questions that are not listed here?
A: Submit an email to web-help@cisco.com.