How to open a case with TAC: Difference between revisions

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<span style="font-family:verdana,geneva,sans-serif;">Don't we all hate when a system breaks? &nbsp;Don't worry; a team of experts is standing-by 24/7 to help you in the most efficient way. &nbsp;</span>
== Introduction ==


<span style="font-family:verdana,geneva,sans-serif;">Augment&nbsp;the efficiency of the support engineer&nbsp;by following these simple steps&nbsp;when opening a case with support.</span>
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.


<span style="font-family:verdana,geneva,sans-serif;">To open a support ticket with Netscout' Technical Assistance Center, send an e-mail to techsupport@netscout.com.</span>
Augment the efficiency of the support engineer by following these simple steps when opening a case with support.


*<span style="font-family:verdana,geneva,sans-serif;">Write in English if possible</span>
== Solution ==
*<span style="font-family:verdana,geneva,sans-serif;">Use a meaningful subject line</span>
 
*<span style="font-family:verdana,geneva,sans-serif;">In the body of the message, mention:</span>
Opening a support case with Netscout Technical Assistance Center is only possible through the [https://my.netscout.com https://my.netscout.com]&nbsp;portal.
**<span style="font-family:verdana,geneva,sans-serif;">your name</span>
 
**<span style="font-family:verdana,geneva,sans-serif;">the telephone number where TAC can reach you during office hours and beyond</span>
*Write in English whenever possible  
**<span style="font-family:verdana,geneva,sans-serif;">the name of the company you work for</span>
*Use a meaningful subject line  
**<span style="font-family:verdana,geneva,sans-serif;">the Master Care number (support contract)</span>
*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




&nbsp;
&nbsp;


*<span style="font-family:verdana,geneva,sans-serif;">Mention the version number of the software you are currently&nbsp;</span>
*Mention the version number of the software you are currently using
*<span style="font-family:verdana,geneva,sans-serif;">Describe your problem clearly; add screen shots whenever&nbsp;possible</span>
*Describe your problem clearly; add screen shots whenever possible  
*<span style="font-family:verdana,geneva,sans-serif;">Tell us what troubleshooting steps you already took</span>
*Tell us what steps you already have taken
*<span style="font-family:verdana,geneva,sans-serif;">Whenever possible, attach (recent) log files so the engineer can have a first look at the problem prior to contacting you</span>
*Whenever possible, attach (recent) log files so the engineer can have a first look at the problem  
 
&nbsp;


<span style="font-family:verdana,geneva,sans-serif;">At the end of the process, please&nbsp;answer to a few survey questions.</span>
{{#invoke:Message box|ambox |type=notice|text=At the end of the process, please answer the survey questions.}}

Latest revision as of 19:55, 14 June 2023

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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