Cisco Meraki

General support philosophy

This page outlines the process by which Meraki coordinates and delivers its technical support responses to its customers. All processes outlined throughout this page apply to all Cisco Meraki products. Cisco Meraki’s general philosophy is to:

• Provide the highest quality and fastest possible support directly to Cisco Meraki customers.
• Deliver customer satisfaction; internally, the Cisco Meraki support team is evaluated on their customer satisfaction metrics and are responsible for delivering consistent measured customer satisfaction.
• Ensure Cisco Meraki authorized resellers are properly supported during field installations and troubleshooting activities, assuming the support request is in regards to a currently licensed Meraki product.
• Effectively track and coordinate customer interactions and support activities.

Cisco Meraki support paradigm

• All customers have an explicit support owner at all times. Normally this is a Cisco Meraki support team member; however, during pre-sales product it could be a Cisco Meraki Systems Engineer, VAR, or other field sales resource.
• All legitimate support requests are the responsibility of Cisco Meraki support until closure, unless there is explicit agreement between Meraki support and the customer to transfer management of the case to another party.
• Unless discussed and agreed to by Cisco Meraki support, all customer support communication flows through the Cisco Meraki support team. This ensures:
  • Proper case management and recording
  • Proper follow up is achieved throughout case lifecycle
• Customer satisfaction is the responsibility of the Cisco Meraki support team. If a case is reassigned to another Meraki resource, or a Cisco Meraki authorized reseller, Cisco Meraki reserves the right to expect timely response from that party or Meraki support may intervene to ensure customer satisfaction.

Privacy

The Cisco Meraki cloud management platform provides support engineers with rich visibility into customer networks, resulting in faster diagnosis and resolution of cases. Our policies, outlined below, ensure that customer information is only accessed with prior consent, for the purposes of resolving a support case.

• Support will not view customers’ network configuration without prior consent
• Support will not modify customers’ network without prior consent
• On rare occasions, support may view network status without prior notice to identify and diagnose system-wide issues. In these cases, network configuration information, including security settings and policies, will not be accessed.
• Customers may remove support’s access to a network entirely by selecting “prevent Meraki support from viewing this organization” in the dashboard. Once checked, support will not be able to access any aspect of the network. Customers will need to uncheck this box if technical assistance is required.

Hours and SLOs

Meraki support operates 24×7 support out of six support centers based in San Francisco, Chicago, London, Poland, Shanghai, and Sydney.

Meraki licensing is all-inclusive, covering all products. Customers may open support cases with the purchase of any valid device license, by phone, chat, dashboard, or web form.

Service providers and resellers who offer fully managed network services using Meraki devices likewise may open support cases and interact directly with Meraki support centers. End customers (i.e. guests at a hotel) accessing networks supported or provided by service providers will need to contact the help desk for that Meraki Partner.

Cloud infrastructure

Cisco Meraki’s cloud infrastructure is covered under a 99.99% SLA and the Cisco Meraki infrastructure team manages it 24×7×365 to ensure high availability. In the extremely unlikely event of a cloud infrastructure interruption, user traffic and data continues to flow, and Meraki support provides an emergency support SLO with a target of 15 minutes.

Support tiers

Cisco offers three tiers of customer support. Refer to Cisco’s service descriptions to learn more.

• Basic and standard support: For 24/7 assistance with sev 1 or sev 2 issues, select a phone support option when submitting a case through the dashboard, or call the support hotline number on our website. All other cases will receive a response during business hours.
• Signature support: When opening a case outside of business hours, select a phone support option when submitting a case through the dashboard, or call the support hotline number on our website. This ensures your case is routed to the on-duty signature support team.

RMA shipping

Cisco Meraki support processes warranty RMA requests in the order they are received. Typically, RMAs are processed in 1-2 business days and utilize the fastest shipping method for the region. Cisco Meraki cannot provide or guarantee processing or delivery times for standard warranty RMAs.

Shipments of standard warranty RMAs can only be sent to the original shipping country of the original order. Alternative shipping countries are not supported on standard warranty RMAs.

Contractual RMAs (RMA Upgrade/Meraki Now) receive confirmed shipping times at the time of RMA processing, not from case creation or shipping information receipt. Please note that it is the customer’s responsibility to maintain a proper install site in the Cisco install base (IB) on contractual RMAs so that local depots can be stocked accordingly to best support the contractual RMAs delivery times. If the requested shipping location does not match the Cisco IB for contractual RMAs, the delivery time risks being downgraded due to part availability in local depots.

Pro networks

For Hours/SLA information on legacy Meraki “pro” networks, please contact Meraki support.

Case severities

Severity 1: Critical impact on the customer’s business operations. Cisco’s hardware, software, or as a service product is down.

Severity 2: Substantial impact on customer’s business operations. Cisco hardware, software, or as a service product is degraded.

Severity 3: Minimal impact on customer’s business operations. Cisco hardware, software, or as a service product is partially degraded.

Severity 4: No impact on customer’s business operations. The customer requests information about features, implementation, or configuration for Cisco’s hardware, software, or as a service product.

For information on opening a case or contacting the Cisco Meraki support helpline, please visit the Cisco Meraki support page.

Warranty returns (RMA)

• To comply with best practices, all RMA requests should only be processed after a technical support case has been opened and proper troubleshooting has taken place.
• Products covered by the Cisco Meraki lifetime warranty are eligible for advance replacement. Unless you have purchased Cisco RMA upgrade, advance replacement orders will ship within 1 business day on a best case effort basis. All Cisco Meraki hardware products come with either a one-year or lifetime warranty, as specified on the relevant Cisco Meraki data sheet.
• In the event a customer RMA request is approved, Cisco Meraki will email an RMA number and a return shipping label free of charge. Any replacement unit will ship within five business days of receiving defective units as stock allows. If no defect is found, the RMA request will be rejected and the customer will be notified.