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Umbrella for Government Support
The Umbrella for Government Support team is staffed by US Persons on US Soil and cover the Umbrella for Government phone and email queues from 8am EST to 8pm EST, Monday through Friday.
Outside of these hours, phone lines are staffed with non-US Persons and email queues are not monitored. US Persons will be available on an on-call basis for customers experiencing a Sev1 or Sev2 issue which must be reported via phone in order for our on-call team to be engaged.
What to check before going to support
There are some easy troubleshooting steps that we recommend following before opening a support case:
- It is always a good idea to take a quick search through our documentation as well as this support portal before opening a case. Oftentimes, the answer will be within one of these articles.
- If you are having issues with Active Directory, try checking out these prerequisites
- If you are having issues with Virtual Appliances, this is where you can find some helpful troubleshooting steps
- Are you having trouble with policies? Here are our best practices for policy creation.
How to Open a Support Ticket
You have two options when it comes to contacting our support team.
- You can email umbrella-support-us@cisco.com
- You can also contact Umbrella for Government support via our phone line. Click on Admin > Licensing to view phone contact information:
What to Include in a Support Case
Do not include sensitive information when creating a support ticket via email or discuss sensitive information when calling outside of our Umbrella for Government Support team coverage hours (as listed above). All files containing sensitive information must be transferred via Cisco DocExhange (see the following section).
Our support team needs as much detail as possible in order diagnose and resolve the issue you are experiencing. When engaging Umbrella for Government Support, please be prepared to answer questions such as:
- When did the problem first start?
- Was it ever working and stopped at some point?
- Does it align with any recent changes or updates?
- Does the issue impact all users or a specific subset (windows or mac users, linux machines etc)?
- What are the OS, browser, and software versions involved?
- Is the issue reproducible at will, or sporadic?
Submitting Data via DocExchange
- DocExchange requires a free Cisco CCO account. To register online, please go to https://www.cisco.com/c/en/us/about/help/registration-benefits-help.html.
- Once the email address is verified, you will be added to the folder related to your issue, and a link beginning with https://ciscoshare.cisco.com/ will be provided to you by Cisco Systems via email. Only people who have been added to the DocExchange folder can utilize the link.
- End customers do NOT have the ability to create folders.
- The file size limit is 500MB.