Cisco Catalyst Switches Customer Service and Technical Support

Al Faruq Ibna Nazim
Head of Technology at BDPEER Ltd.
Cisco tech support is really slow. In the time it takes them to actually understand a scenario, we have mostly found our way out on our own. In 2015, when I had a major deployment, I had an issue resulting from a captive portal for a 2960-Plus switch with IC. I opened a ticket. The call created questions and seven days went by. So I had to intervene in the entire operation, and found that it had a workaround, and I instructed my engineers to do that. Eventually, the problem was solved, but I really wanted to see whether Cisco could solve the problem. So I kept the ticket going and asked them what they were doing, what results they were providing, because there are certain areas they are expert and, ultimately, they can actually tell me what is the better way to do that. But after 21 days, I found that they were not getting anywhere, whereas in 10 days, we had already solved the problem. Then I asked my people to close the ticket because there was no use keeping it open. It was better that we resolved it ourselves. So I don't appreciate Cisco tech support. View full review »
Vajahat Ali
Senior Network Engineer at High Frequency Trading
We raised a case with the memory leak issue that we were facing and they said that we will need to update our device. In general, they are very good at what they do. View full review »
Senior Network Engineer & Technical Instructor at Improtech
We have dealt with Cisco's technical support in the past. They were especially helpful and very polite. They are always there if we need them and their insights are always excellent. I would say that we have been satisfied with the level of support we've gotten so far. View full review »
Learn what your peers think about Cisco Catalyst Switches. Get advice and tips from experienced pros sharing their opinions. Updated: April 2020.
426,265 professionals have used our research since 2012.
IT Manager at a non-tech company with 201-500 employees
I have not contacted technical support from Cisco. I have friends and colleagues who have received support but I just keep reading, then trial and error until I get it. I wouldn't want to pay for support if I don't use it. The only time I would require support is a hardware failure. I have worked on two projects in the past where support licenses were purchased for a year. What I found was that I could purchase four additional switches and in total, they would cost less than the support. Those switches then go into storage and if one of the others fails then a replacement is available. Ultimately, it is much, much cheaper. View full review »
Tomislav Stanojevic
Network & Security Specialist at Fonicom
If the company pays for a given device's Smart Net - that's Cisco's official name for support - then the support provided is huge. It could be challenging for people that want to fix an old switch or a router but do not have paid support anymore. That's not the case for us. I do think Cisco could be a bit better at assisting in those instances instead of just putting customers in a position where they have to buy a new device where an old one just needs a repair. Beyond that, we have no complaints and have been satisfied with the level of service they provide. View full review »
Network Engineer at a tech services company with 501-1,000 employees
Our technical support experience has been very good. We have mainly relied on our internal team for technical support and maintenance. View full review »
Vasantharaju P
Senior Manager at a tech vendor with 11-50 employees
I have used support for Catalyst and it was good. View full review »
Senior Presales Engineer at a tech services company with 1,001-5,000 employees
Honestly, we have not really faced any problems with the Catalyst switches because the configuration is intuitive. Also, our engineers are expert in this area. Very rarely they may have to open a case with Cisco TAC. For me, in presales, I can reach the system engineers easily. They support me a lot. Also the documentation is important. There are a lot of forums, discussions. If you have any problem they guide you and they solve the problem easily. View full review »
Muklit Chopra
Technical Specialist at Wipro Technologies
Tech support is good. The response has been good. View full review »
Nelson Gonzalez
Assistant Information Technology Director at City of Coral Gables
The technical support for this solution is excellent. They are very knowledgeable, courteous, and adamant to meet their SLA. View full review »
User at a financial services firm with 5,001-10,000 employees
I would evaluate the tech support as "fair". They have multi-tiered support and especially the level-one and two don't know what they are doing. They collect a lot of information, wasting your time, and then they keep moving the tickets from level one to level two and level three, and when the issue is solved, usually level-three are the ones who solve it. They're not good at the lower levels of support. View full review »
Akshay Balaganur
Founder and Lead Network Consultant at Airowire Networks
Tech support was good in the past but now it is becoming diluted. Cisco used to have a lot of experienced folks, but now their whole process of hiring and training is diluted, so we don't see as much expertise with the TAC engineers as we once did. View full review »
Mikhail Kozlov
Lead Software QA / DevOps Engineer at a comms service provider
We don't use Cisco support. In our company, we have our own support team with various CCNA and CCNP engineers. View full review »
Network Engineer at a manufacturing company with 10,001+ employees
We haven't had to use their technical support. View full review »
Alberto E. Luna Rodriguez
Network Security Coordinator at a energy/utilities company with 1,001-5,000 employees
Technical support is the best I have worked with. View full review »
Akshay Balaganur
Founder and Lead Network Consultant at Airowire Networks
Their technical support is good, one of the best in the industry. View full review »
Fighting Falcon
IT Admin at UT Austin Office of Technology Commercialization
Cisco TAC support is very reliable and responsive. It has always been considered an industry benchmark among all IT support organizations. View full review »
Project Manager at a tech services company with 5,001-10,000 employees
Cisco supports this solution quite well. I like the support from Cisco. View full review »
Network Engeneer at a retailer with 10,001+ employees
Their technical support is very good. They know what to do and if they don't know what to do, they give me the person who does know. View full review »
Md. Shahriar Hussain
Information Security Analyst at a financial services firm with 1,001-5,000 employees
If I ask for any support, they're responsive. Their support is very good. We haven't had any problems. View full review »
Network and Infrastructure Engineer at a tech vendor with 1-10 employees
I have never used the Cisco technical support. The community support is pretty good and there are a lot of resources available online. View full review »
Shun Hiyama
Network Engineer at NHN Techorus Corp
Technical support is average. View full review »
William DeRienzo
User at Thomson DeRienzo Engineering
The service is good. View full review »
Learn what your peers think about Cisco Catalyst Switches. Get advice and tips from experienced pros sharing their opinions. Updated: April 2020.
426,265 professionals have used our research since 2012.