How to open a case with TAC

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.