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.  
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.
Augment the efficiency of the support engineer by following these simple steps when opening a case with support.
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To open a support ticket with Netscout's Technical Assistance Center, send an e-mail to [mailto:techsupport@netscout.com techsupport@netscout.com].
To open a support ticket with Netscout's Technical Assistance Center, send an e-mail to [mailto:techsupport@netscout.com techsupport@netscout.com].


*Write in English whenever possible
*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>
*Use a meaningful subject line
*<span style="font-size:small;"><span style="font-family:verdana,geneva,sans-serif;">In the body of the message, mention:</span></span>
*In the body of the message, mention:
**<span style="font-size:small;"><span style="font-family:verdana,geneva,sans-serif;">your name</span></span>
**your name
**<span style="font-size:small;"><span style="font-family:verdana,geneva,sans-serif;">the telephone number where TAC can reach you during office hours and beyond</span></span>
**the telephone number where TAC can reach you during office hours
**<span style="font-size:small;"><span style="font-family:verdana,geneva,sans-serif;">the name of the company you work for</span></span>
**the complete name of the company you work for
**<span style="font-size:small;"><span style="font-family:verdana,geneva,sans-serif;">the Master Care number (support contract)</span></span>
**the number of your Master Care agreement
*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


 
{{#invoke:Message box|ambox |type=notice|text=At the end of the process, please answer a few survey questions.}}
&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;">Describe your problem clearly; add screen shots whenever&nbsp;possible</span></span>
*<span style="font-size:small;"><span style="font-family:verdana,geneva,sans-serif;">Tell us what troubleshooting steps you already took</span></span>
*<span style="font-size:small;"><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></span>
 
&nbsp;
 
<span style="font-family:verdana,geneva,sans-serif;">{{#invoke:Message box|ambox |type=notice|text=<span style="font-size:small;">At the end of the process, please&nbsp;answer a few survey questions.</span>}}</span>
 
&nbsp;

Revision as of 20:42, 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
    • the complete name of the company you work for
    • the number of your Master Care agreement
  • 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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