How to open a case with TAC: Difference between revisions

Revision as of 14:36, 18 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 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

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 **<span style="font-size:small;"><span style="font-family:verdana,geneva,sans-serif;">the Master Care number (support contract)</span></span>
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 *<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>
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 *<span style="font-size:small;"><span style="font-family:verdana,geneva,sans-serif;">Tell us what troubleshooting steps you already took</span></span>
 *<span style="font-size:small;"><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>
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 <span style="font-family:verdana,geneva,sans-serif;">{{#invoke:Message box|ambox |type=notice|text=<span style="font-size:small;">At the end of the process, please&nbsp;answer to a few survey questions.</span>}}</span>
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