How to open a case with TAC: Difference between revisions

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

@@ Line 7: / Line 7: @@
 *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
+*Mention the version number of the software you are currently using
-*Tell us what steps you already have taken
+*Describe your problem clearly; add screen shots whenever possible
-*Whenever possible, attach (recent) log files so the engineer can have a first look at the problem
+*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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