Cisco Cisco Web Security Appliance S360 Guía Para Resolver Problemas
check, your Cisco.com user ID (CCOID) must be associated with your service agreement contract for
the specific appliance from which you submit the request.
the specific appliance from which you submit the request.
If the SR is received by Cisco but fails the entitlement check for any reason, the SR is forwarded to a
team who assists in the manual creation of the case.
team who assists in the manual creation of the case.
2.
If the SR specifies a current case number, and that case is open with the TAC, the SR data is
appended to the current case (a new case is not created).
appended to the current case (a new case is not created).
3.
Tip: In order to view a list of service contracts that are currently associated with your Cisco.com profile, visit
the Cisco.com Profile Manager. If your issue is urgent and/or you do not receive an email reply to your
request, call the Cisco TAC directly via one of the Cisco TAC Regional free phone numbers.
the Cisco.com Profile Manager. If your issue is urgent and/or you do not receive an email reply to your
request, call the Cisco TAC directly via one of the Cisco TAC Regional free phone numbers.
Open an SR
Note: Be aware that when you open a support case with the procedure that is described in this section, the
appliance configuration file is sent to the TAC. If you do not wish to submit a configuration file, contact the
TAC directly via an alternate method, such as the method that is described in the previous section.
appliance configuration file is sent to the TAC. If you do not wish to submit a configuration file, contact the
TAC directly via an alternate method, such as the method that is described in the previous section.
In order for the SR to be created as a TAC case by Cisco, the appliance must be connected to the Internet and
able to send email from TCP port 25. If you use an SMA or WSA, ensure that there is a default Simple Mail
Transfer Protocol (SMTP) route configured, as there are many firewalls that can interfere with the outbound
mail from TCP port 25.
able to send email from TCP port 25. If you use an SMA or WSA, ensure that there is a default Simple Mail
Transfer Protocol (SMTP) route configured, as there are many firewalls that can interfere with the outbound
mail from TCP port 25.
Complete these steps in order to submit an SR to the TAC:
Sign into the GUI of the appliance.
1.
Navigate to Help and Support > Contact Technical Support:
2.
Specify the recipients of the SR:
Check the Cisco IronPort Customer Support check box in order to send the request to the
TAC.
TAC.
A.
Optionally, enter the email addresses of any alternate contacts in the Other Recipients field
within the form.
within the form.
B.
3.
Complete the form, and ensure that you explain these fields in detail:
4.