How to open a case with TAC: Difference between revisions

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**<span style="font-size:small;"><span style="font-family:verdana,geneva,sans-serif;">the name of the company you work for</span></span>  
**<span style="font-size:small;"><span style="font-family:verdana,geneva,sans-serif;">the name of the company you work for</span></span>  
**<span style="font-size:small;"><span style="font-family:verdana,geneva,sans-serif;">the Master Care number (support contract)</span></span>  
**<span style="font-size:small;"><span style="font-family:verdana,geneva,sans-serif;">the Master Care number (support contract)</span></span>  


*<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;">Mention the version number of the software you are currently&nbsp;</span></span>  

Revision as of 06:57, 16 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.