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? Don't worry; a team of experts is standing-by | <span style="font-family:verdana,geneva,sans-serif;">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> | ||
<span style="font-family:verdana,geneva,sans-serif;">Augment the efficiency of the engineer by following these simple | <span style="font-family:verdana,geneva,sans-serif;">Augment the efficiency of the support engineer by following these simple steps when opening a case with support:</span> | ||
<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> | <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> | ||
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*<span style="font-family:verdana,geneva,sans-serif;">In the body of the message, mention:</span> | *<span style="font-family:verdana,geneva,sans-serif;">In the body of the message, mention:</span> | ||
**<span style="font-family:verdana,geneva,sans-serif;">your name</span> | **<span style="font-family:verdana,geneva,sans-serif;">your name</span> | ||
**<span style="font-family:verdana,geneva,sans-serif;">the number where TAC can reach you during office hours and beyond</span> | **<span style="font-family:verdana,geneva,sans-serif;">the telephone number where TAC can reach you during office hours and beyond</span> | ||
**<span style="font-family:verdana,geneva,sans-serif;">the name of the company you work for</span> | **<span style="font-family:verdana,geneva,sans-serif;">the name of the company you work for</span> | ||
**<span style="font-family:verdana,geneva,sans-serif;">the Master Care number</span> | **<span style="font-family:verdana,geneva,sans-serif;">the Master Care number (support contract)</span> | ||
*<span style="font-family:verdana,geneva,sans-serif;">Mention the version number of the software you are | |||
*<span style="font-family:verdana,geneva,sans-serif;">Describe your problem clearly; add screen shots | *<span style="font-family:verdana,geneva,sans-serif;">Mention the version number of the software you are currently </span> | ||
*<span style="font-family:verdana,geneva,sans-serif;">Describe your problem clearly; add screen shots whenever possible</span> | |||
*<span style="font-family:verdana,geneva,sans-serif;">Tell us what troubleshooting steps you already took</span> | *<span style="font-family:verdana,geneva,sans-serif;">Tell us what troubleshooting steps you already took</span> | ||
*<span style="font-family:verdana,geneva,sans-serif;">Whenever possible, attach (recent) log files so the engineer can have a first look at the | *<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 style="font-family:verdana,geneva,sans-serif;">At the end of the process, please answer to a few survey questions.</span> | <span style="font-family:verdana,geneva,sans-serif;">At the end of the process, please answer to a few survey questions.</span> | ||
Revision as of 20:05, 15 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' Technical Assistance Center, send an e-mail to techsupport@netscout.com.
- Write in English if 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
At the end of the process, please answer to a few survey questions.