How to open a case with TAC

Introduction

Don't we all hate when a system breaks? Don't worry; a team of experts is standing-by 24/7 to help you in the most efficient way.

Augment the efficiency of the support engineer by following these simple steps when opening a case with support.

Solution

Opening a support case with Netscout Technical Assistance Center is only possible through the https://my.netscout.com portal.

• Write in English whenever possible
• Use a meaningful subject line
• In the body of the message, mention:
  • your name
  • the telephone number where TAC can reach you during office hours
  • the complete name of the company you work for
  • the serial numbers of the products involved

 

• Mention the version number of the software you are currently using
• Describe your problem clearly; add screen shots whenever possible
• Tell us what steps you already have taken
• Whenever possible, attach (recent) log files so the engineer can have a first look at the problem