How to open a case with TAC: Difference between revisions

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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. $wgExternalLinkTarget = '_blank';
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-size:small;"><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></span>
Augment the efficiency of the support engineer by following these simple steps when opening a case with support.


<span style="font-size:small;"><span style="font-family:verdana,geneva,sans-serif;">To open a support ticket with Netscout's Technical Assistance Center, send an e-mail to [mailto:techsupport@netscout.com techsupport@netscout.com].</span></span>
To open a support ticket with Netscout's Technical Assistance Center, send an e-mail to [mailto:techsupport@netscout.com techsupport@netscout.com].


*<span style="font-size:small;"><span style="font-family:verdana,geneva,sans-serif;">Write in English if possible</span></span>
*Write in English whenever possible
*<span style="font-size:small;"><span style="font-family:verdana,geneva,sans-serif;">Use a meaningful subject line</span></span>  
*<span style="font-size:small;"><span style="font-family:verdana,geneva,sans-serif;">Use a meaningful subject line</span></span>  
*<span style="font-size:small;"><span style="font-family:verdana,geneva,sans-serif;">In the body of the message, mention:</span></span>  
*<span style="font-size:small;"><span style="font-family:verdana,geneva,sans-serif;">In the body of the message, mention:</span></span>  
Line 14: Line 14:
**<span style="font-size:small;"><span style="font-family:verdana,geneva,sans-serif;">the Master Care number (support contract)</span></span>  
**<span style="font-size:small;"><span style="font-family:verdana,geneva,sans-serif;">the Master Care number (support contract)</span></span>  


&nbsp;


*<span style="font-size:small;"><span style="font-family:verdana,geneva,sans-serif;">Mention the version number of the software you are currently&nbsp;</span></span>  
*<span style="font-size:small;"><span style="font-family:verdana,geneva,sans-serif;">Mention the version number of the software you are currently&nbsp;</span></span>  

Revision as of 20:34, 21 October 2016

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.

To open a support ticket with Netscout's Technical Assistance Center, send an e-mail to techsupport@netscout.com.

  • 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 and beyond
    • the name of the company you work for
    • the Master Care number (support contract)


 

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

 

 

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