Cisco Cisco Email Security Appliance X1050 Guía Del Usuario
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Cisco AsyncOS 8.5.6 for Email User Guide
Chapter 39 Testing and Troubleshooting
Working with Technical Support
Opening or Updating a Support Case
Before You Begin
•
If your issue is urgent, do not use this method. Instead, contact support using one of the other
methods listed in
methods listed in
.
Use the following procedure only for issues such as a request for information or a problem for which
you have a workaround, but would like an alternate solution.
you have a workaround, but would like an alternate solution.
•
Consider other options for getting help:
–
–
•
To access Cisco technical support directly from the appliance, your Cisco.com user ID must be
associated with your service agreement contract for this appliance. To view a list of service contracts
that are currently associated with your Cisco.com profile, visit the Cisco.com Profile Manager at
associated with your service agreement contract for this appliance. To view a list of service contracts
that are currently associated with your Cisco.com profile, visit the Cisco.com Profile Manager at
. If you do not have a Cisco.com user ID, register
•
When you open a support case using this procedure, the appliance configuration file is sent to Cisco
Customer Support. If you do not want to send the appliance configuration, you can contact Customer
Support using a different method.
Customer Support. If you do not want to send the appliance configuration, you can contact Customer
Support using a different method.
•
The appliance must be connected to the internet and able to send email.
•
If you are sending information about an existing case, make sure you have the case number.
Procedure
Step 1
Sign in to the appliance.
Step 2
Choose Help and Support > Contact Technical Support.
Step 3
Determine the recipients of the support request:
Step 4
Complete the form.
Step 5
Click Send.
Enabling Remote Access for Cisco Technical Support Personnel
Only Cisco Customer Assistance can access your appliance using these methods.
•
To send the request to Cisco Customer Assistance Select the Cisco IronPort Customer Support
check box.
To send the request only to your internal support
desk
desk
•
Deselect the Cisco IronPort Customer
Support check box.
Support check box.
•
Enter the email address of your support desk.
(Optional) To include other recipients
Enter email addresses.