Cisco Secure Access
Cloud-delivered SSE platform with ZTNA, SWG, CASB, and DLP for securing hybrid workforces from a single console.
24×7 Technical Support With Defined Response Targets
When a security service goes down or a critical issue arises, response time matters. Cisco Umbrella support packages provide around-the-clock access to technical expertise — via phone and online — with response time targets that scale with the severity of your issue. Both Enhanced and Premium tiers are dedicated to your success and designed to resolve requests quickly, so your security posture stays strong.
Enhanced vs. Premium Support
Both support tiers include 24×7 phone and online coverage. Premium adds faster response time targets for all severity levels — recommended for organizations where Umbrella is business-critical infrastructure.
Enhanced Support
- Coverage: 24×7 via phone & online
- Severity 1 or 2: Response within 30 minutes by phone
- Severity 3 or 4: Response within 2 hours by phone
- Online case submission available for all severities
- Access to Cisco TAC and Umbrella knowledge resources
Premium Support
- Coverage: 24×7 via phone & online
- Severity 1 or 2: Response within 15 minutes by phone
- Severity 3 or 4: Response within 1 hour by phone
- Online case submission available for all severities
- Priority queue access for all inbound support requests
Severity Levels and Response Targets
Cisco Umbrella support defines severity levels to match the urgency and business impact of each issue — ensuring the fastest response is always directed to the most critical situations.
Severity 1 — Critical
Complete loss of service or security function with no workaround available. Umbrella Premium responds within 15 minutes; Enhanced within 30 minutes by phone.
Severity 2 — High
Significant degradation of service with major business impact. Premium responds within 15 minutes; Enhanced within 30 minutes by phone.
Severity 3 — Medium
Partial service degradation with limited business impact. Premium responds within 1 hour; Enhanced within 2 hours by phone.
Severity 4 — Low
General product questions or requests with minimal business impact. Premium responds within 1 hour; Enhanced within 2 hours by phone.
Customer Perspective
Direct Access That Proves Indispensable
“Our Cisco Umbrella contact has become a great resource, and our weekly call with him is extremely valuable. Our technical account manager is our ‘Go-To,’ whose guidance has been vital. Direct access to a Cisco Umbrella resource like this has proven indispensable.”
Cisco Umbrella support is staffed by specialists who understand your deployment, your policies, and your security goals — not just the product documentation.
The Next Evolution
Cisco Umbrella Is Evolving to Cisco Secure Access
Building on Cisco Umbrella’s proven security with more than 30,000 customers globally, Cisco Secure Access delivers an intuitive user experience, simplified IT management, and powerful new capabilities — for the same price.
Explore Cisco Secure AccessGet Cisco Umbrella Support Pricing
Our Cisco-certified team can help you choose the right support tier and include it with your Umbrella license purchase. Whether you need Enhanced or Premium support, we’ll help you get the right SLA for your business.
- Enhanced and Premium support tier guidance
- Bundled support and licensing quotes
- Guidance on support requirements for government and education
- Response from a certified Cisco specialist within one business day