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