How to open a case with TAC

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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

 

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