Introduction
Splunk technical support is transitioning to Cisco’s support environment. This change brings Splunk support cases into Cisco’s support ecosystem, laying out the foundation for future improvements, while maintaining the support experience you leverage today.
In this community post, we have provided answers to key questions about what this migration means for you and why it is being implemented.
Table of Contents
- Overview
- What does this mean for you?
- How do I Access Splunk and Cisco Services?
- How do I open a support case?
- What happens to my open and past cases?
- Re-opening a Closed Case
- What happens after the transition?
- Managing your cases
- What can Cisco AI Assistant for Support help me do?
- Case visibility
- Frequently asked questions
Overview
At Cisco, we are committed to delivering a consistent and excellent support experience across all our products. Starting October 4th, Splunk Support cases will move to Cisco’s support platform. There is no action you need to take at this time. This change happens behind the scenes, so you can continue to access support as you do today. If you have an existing case while we transition, you will receive an email with a new case number
What does this mean for you?
The way you submit a Splunk support case is not changing. Your cases will continue to be handled by the same dedicated Splunk technical support engineers. There are also no changes to your Splunk dashboards or existing support links as part of this transition.
Continue to use the Splunk Support Portal to:
- Open a support case
- Review your existing cases
- Add updates and attachments
- Work with Splunk technical support
Behind the scenes, Splunk technical support cases will be managed through Cisco’s support environment. This enables Splunk support to benefit from Cisco’s technical support capabilities, automation, and AI-assisted support tools.
|
Support Channel |
Current Process |
After October 4 |
|
Phone |
Call support to open a case |
Same phone numbers. Find your regional number on https://www.splunk.com/en_us/about-splunk/contact-us.html |
|
Splunk Support portal |
Go to https://login.splunk.com/ to open a support case. |
The process remains the same; go to https://login.splunk.com/ to open a support case. |
|
AI bot for Support cases |
No similar process at this moment. |
For a self-service experience on case inquiries and basic transactions. |
How do I Access Splunk and Cisco Services?
Splunk customers can continue to log into the Splunk Support Portal with your existing Splunk credentials. As part of the migration, you can also use your Splunk credentials to log into Cisco services like Cisco AI Assistant for Support
If you are an existing Cisco Customer with existing Cisco log in credentials, you will need to continue to use those to access Cisco services.
How do I open a support case?
Continue to open support cases through the Splunk Support Portal using your existing Splunk account and process.
The following support requirements remain in place:
- You must have an active entitlement to open a support case.
- If your entitlement expires, you will no longer be able to create new support cases.
- No Cisco.com account or separate Cisco support login is required to submit a Splunk support case through the Splunk Support Portal.
What happens to my open and past cases?
All open Splunk Support cases, along with up to one year of closed cases, will be migrated to Cisco’s support environment.
If you are the owner or a viewer of a migrated case, you will receive an email containing:
- Your original Splunk Support case number
- Your new Cisco Support case number
Please use the new Cisco Support case number in all future communications with your Support Engineer. The original case number will no longer be recognized by Cisco Support for Splunk, or the systems used to manage case communications.
Re-opening a Closed Case
If you need to re-open a closed case after the migration go-live, you must do so through the Splunk support portal
Post-migration, it will no longer be possible to re-open a Support case by simply replying to an email, as was previously done before October 4.
Please note: Closed cases can only be re-opened within 14 days of closure. After 14 days, you will need to open a new support case.
What happens after the transition?
You will continue opening cases through the Splunk Support Portal and using your existing Splunk account and support process as normal. Your Splunk technical support cases will be managed within Cisco’s support environment, but same dedicated Splunk technical support engineers will continue to assist you.
Existing Splunk Documentation, Learning Center, Knowledge Base, and dashboard experiences remain unchanged.
Cisco AI Assistant for Support capabilities will be available for all open Splunk Support cases. Access it here Cisco AI Assistant for Support
Managing your cases
You can continue managing your support cases through the Splunk Support Portal. Available case-management capabilities include:
- Searching for cases
- Reviewing open and closed cases
- Checking case status
- Updating case details
- Adding information or comments
- Uploading attachments
- Requesting case closure
- Use Cisco AI Assistant for Support with your open Splunk Support case
What can Cisco AI Assistant for Support help me do?
Cisco AI Assistant for Support offers customers and partners a self-service experience for common case and bug inquiries and basic transactions. It even can connect customers with case owners, managers and Cisco Support for Splunk duty managers.
The Self-Service Experience in the Cisco AI Assistant for Support provides case engagements to get things done quicker without waiting in queue:
- Get status on a case or bug
- Update cases, Upload files, and request an update (GenAI based real-time summary)
- Subscribe to case summary updates, case severity, status changes, Proactive Support case Alerts
- Connect to an engineer via Virtual Spaces, Virtual Meeting or Phone Callback
- Initiate to request a new engineer, Schedule dispatch, Raise severity, Reduce severity, Escalate case, Close case, Add Contract
- Be proactive by using Proactive Support case Alerts, Bug Applicability Checks & IOS XE SW Hardening Assessments
The Benefits of using Cisco AI Assistant for Support are:
- Easy to access
- Easy to use
- Seamlessly connect to an Engineer
- No need to call into support
For a full guide on the Cisco AI Assistant for Support please visit Cisco AI Assistant for Support At-A-Glance.
Case visibility
Opening cases through the Splunk Support Portal provides the most consistent case visibility and support experience.
Today, additional viewers must be added manually to a case. After the migration to Cisco’s support environment, users associated with the same entitlement will automatically be able to view new cases. Additional viewers can still be added manually when needed.
The following considerations apply:
- Migrated historical cases can only be viewed by the original case creator, unless the viewer is added manually.
- Cases with unmatched user, organization, or entitlement information may have limited visibility.
Frequently asked questions
Is the way I open a Splunk support case changing?
No. Continue opening cases through the Splunk Support Portal using your existing Splunk account and process.
Do I need a Cisco.com account to open a Splunk support case?
No. A Cisco.com account is not required to submit a Splunk support case through the Splunk Support Portal.
Is my Splunk login changing?
No. Continue using your existing Splunk credentials.
Are the Splunk dashboard or support links changing?
No. Your existing Splunk dashboard and support-link experience remain unchanged.
Will I still work with Splunk technical support engineers?
Yes. The same dedicated Splunk technical support engineers will continue to assist you.
Will my open cases be migrated?
Yes. All open cases will be migrated to Cisco’s support environment.
Will closed cases be migrated?
Up to one year of closed cases will be migrated.
How do I identify a migrated case?
On the Splunk Portal, migrated cases will include their original Splunk support case number in the case title alongside the new Cisco Support for Splunk case number.
Does Cisco AI Assistant replace my support engineer?
No. Cisco AI Assistant is an additional self-service tool. Your Splunk technical support engineer will continue to investigate and manage your support case.
Can Cisco AI Assistant resolve my technical issue?
Cisco AI Assistant can help you access case information, manage supported case actions, and find relevant technical resources. Complex troubleshooting and resolution continue to be handled by your Cisco Support for Splunk technical support engineer.
