Difference between revisions of "How to open a case with TAC"
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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 365 days a year and 24/7 to help you in the most efficient way. </span> |
| − | <span style="font-family:verdana,geneva,sans-serif;">You can augment that efficiency by following these simple guide lines when | + | <span style="font-family:verdana,geneva,sans-serif;">You can augment that efficiency by following these simple guide lines when opening a support case.</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> |
*<span style="font-family:verdana,geneva,sans-serif;">Write in English if possible</span> | *<span style="font-family:verdana,geneva,sans-serif;">Write in English if possible</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</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 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</span> | ||
| − | + | *<span style="font-family:verdana,geneva,sans-serif;">Mention the version number of the software you are using</span> | |
*<span style="font-family:verdana,geneva,sans-serif;">Describe your problem clearly; add screen shots if possible</span> | *<span style="font-family:verdana,geneva,sans-serif;">Describe your problem clearly; add screen shots if possible</span> | ||
| − | *<span style="font-family:verdana,geneva,sans-serif;">Tell us what troubleshooting you | + | *<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</span> |
Revision as of 13:15, 15 October 2016
Don't we all hate when a system breaks? Don't worry; a team of experts is standing-by 365 days a year and 24/7 to help you in the most efficient way.
You can augment that efficiency by following these simple guide lines when opening a support case.
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 number where TAC can reach you during office hours and beyond
- the name of the company you work for
- the Master Care number
- Mention the version number of the software you are using
- Describe your problem clearly; add screen shots if 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