Contact Technical Support

This article will give you numbers you can call and provide links you can use to open a case or access the customer support portal.

Support via Online Intercom Chat

Support for Crosswork Assurance, Sensor Agents, and Sensor Capture is delivered primarily through our in-app chat service.

From the Crosswork Assurance web application, you can contact support by clicking the chat icon (shown above) located in the bottom left corner of the screen. This allows you to send a message and chat with our global Technical Support Team.

How it Works

The assistant opens as a panel on the right side of the window and gathers details about your issue to determine its severity. You can also chat directly with a Cisco engineer where required. Cases raised from a session are tracked in the standard Cisco support workflow, and you receive a reference identifier for follow-up.

Prerequisite: sign-in with a Cisco CCUID.

For availability, prerequisites, and instructions on starting a session, see AI Assistant for Support.

Support via Help Tickets

The following products do not yet offer chat support, and are engaged via submission of tickets through the Cisco Technical Assistance Center (TAC).

• Cisco® Crosswork Assurance Sensor Control
• Cisco Crosswork Assurance Hardware Sensors (Cisco GT/GT-S, LT-S, and LX-S)
• Cisco® Assurance SFP
• Cisco® Assurance Module
• Cisco® Assurance Module Dock
• Any additional legacy products, including Legacy orchestrator

Cisco Technical Assistance Center (TAC)

For technical support, customers should open cases through the Cisco Technical Assistance Center (TAC).

Prerequisites:

• A Cisco.com user ID (register here)
• Your Cisco contract number or subscription number associated with your Cisco.com user ID

Open a Support Case:

• Online: Cisco Support Case Manager
• By Phone: International Support Numbers

Resources:

• Technical Support Reference Guide (PDF)
• Customer Experience FAQ for Cisco Accedian Skylight (PDF)
• Cisco Accedian Acquisition Information

Maintenance Program

Our maintenance and support program covers:

• Minor and major updates to software
• Identification and resolution of bugs and performance issues when using Crosswork Assurance
• Access to technical documentation

Please note that our maintenance and support program does not include the analysis or interpretation of metrics generated by the system. These value added services are available under contract.

The Crosswork Assurance maintenance and support program provides the following benefits:

• Reliable, professional support: certified support engineers have solid network expertise and significant experience with our various deployments

• Available: support engineers are available 24/7, 365 days a year

• Personalized support: support engineers have access to each customer's complete account and support history, to ensure cases are handled professionally, efficiently, and with the personal care for which we are recognized

• Multiple languages: technical support services are available in English, French, Portuguese, and Spanish

Report issues with this article to:

docs-crosswork-assurance@cisco.com