Cisco Cisco Email Security Appliance C190 Guía Del Usuario
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User Guide for AsyncOS 9.8 for Cisco Email Security Appliances
Chapter 41 Testing and Troubleshooting
Working with Technical Support
Opening or Updating a Support Case From the Appliance
Before You Begin
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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.
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Consider other options for getting help:
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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 to get one. See
Be sure to save your Cisco.com user ID and support contract ID in a safe location.
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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.
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In cluster configurations, support requests and their saved values are machine-specific.
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The appliance must be connected to the internet and able to send email.
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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
Complete the form.
Step 4
Click Send.
Note
CCO User IDs and the last-entered Contract ID are saved on the appliance for future use.
Enabling Remote Access for Cisco Technical Support Personnel
Only Cisco Customer Assistance can access your appliance using these methods.
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