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General Support Philosophy
Introduction and General 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
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.
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 SLAs
Meraki support operates 24×7 support out of five support centers based in San Francisco, Chicago, London, Shanghai, and Sydney.
Meraki has no support-specific licensing. Customers may open an unlimited number of support cases with the purchase of any device license, and can contact Meraki by phone or email.
Service providers and resellers who offer fully managed network services using Meraki devices likewise may open an unlimited number of 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 contact the help desk for that Meraki Partner.
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 SLA of 15 minutes.
Hours of Operation and SLA
Online / email support
- Non-emergency support cases opened via email will be answered within one business day; usually within 2 hours.
- Emergency support is offered exclusively via telephone to ensure that Meraki engineers can conduct appropriate troubleshooting and technical response.
- Phones at Meraki technical support centers are staffed 24×7×365 to ensure that one-on-one, phone-based technical support is always available from Meraki’s technical support engineers.
Meraki Support will ship new devices overnight from global distribution centers to a customer-specified location within 1 business day of any support case requiring the Advanced Replacement RMA of any device. Delivery times to certain countries or remote destinations can vary.
For Hours/SLA information on legacy Meraki “Pro” networks, please contact Meraki Support.
In the event that any case cannot be immediately resolved, Meraki Support will escalate that case to appropriate engineering personnel within Support, Product and Sales Engineering according to the following schedule and priorities. Generally, escalations are major issues that require notification and/or intervention by key portions of the company in order to ensure timely issue resolution.
- Priority 1 — Major Impact: The network is inoperable or the performance of the network is so severely reduced that Licensee cannot reasonably continue to operate the network because of the Error and the Error cannot be circumvented with a Workaround.
- Priority 2 — Moderate Impact: The network’s performance is significantly degraded such that Licensee’s Use of the network as permitted is materially impaired, but the Error can be circumvented with a Workaround.
- Priority 3 — Minor Impact: Licensee is experiencing a performance, operational, or functional Error that can be circumvented with a Workaround and the Error causes only minimal impact to the Licensee’s ability to Use the network as authorized.
- Priority 4 — General Questions: There is no issue with network performance or operation. These include standard questions on network configuration or functionality, network enhancement requests, or documentation clarification.
Cisco Meraki will trigger case escalations as necessary by priority level to ensure timely resolution of all cases.
A case may be escalated based on any of the following criteria:
- Recommendation by Cisco Meraki personnel including
- Technical Support Engineer
- Systems Engineer
- Cisco Meraki Management
- Response time: failure to provide response or resolution within the timeframes described in the service level section above may generate an escalation.
- Issue severity: system outage automatically generates an escalation. Other severe product issues may generate an escalation at the discretion of Cisco Meraki personnel listed above.
- Customer satisfaction related matters: failure to fully satisfy the customer may generate a case escalation
Notification list and notification methodology
In the event that a case is escalated, the following persons will be notified and kept apprised of the issue until de-escalation:
- The Customer
- Customer’s Account Representative
- Customer’s Systems Engineer
- Techical Support Engineer owning the case
- Director of Services
- Engineer owning any associated bug/feature
- V.P. of Sales
- V.P. of Engineering
- V.P. of Product Management
- The team above is notified of the escalation in order of severity.
- If fully escalated, Director of Services takes ownership of issue until resolution.
- Assemble appropriate team from persons listed above to assess the issue and develop a resolution plan, and communicate plan to the customer:
- Specific actions to be taken in order to resolve the issue
- Issue owners
- Due date/time for each action
- Explicit agreement from engineering management for resources to perform engineering tasks
- Decision on whether or not to dispatch on site service
- Decision on the next escalation meeting
- Decision to de-escalate
- Plan is agreed upon and executed
- Case is resolved and customer is informed
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 Meraki Now, 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.