How to open a case with TAC: Difference between revisions
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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. | 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. | ||
== Solution == | |||
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]. | ||
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**the complete name of the company you work for | **the complete name of the company you work for | ||
**the number of your Master Care agreement | **the number of your Master Care agreement | ||
*Mention the version number of the software you are currently using | *Mention the version number of the software you are currently using | ||
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*Tell us what steps you already have taken | *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 | *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.}} | {{#invoke:Message box|ambox |type=notice|text=At the end of the process, please answer a few survey questions.}} | ||
Revision as of 20:44, 21 October 2016
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
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
 | At the end of the process, please answer a few survey questions. |