Difference between revisions of "How to open a case with TAC"
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| − | 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. | |
| − | + | To open a support ticket with Netscout's Technical Assistance Center, send an e-mail to [mailto:techsupport@netscout.com techsupport@netscout.com]. | |
| − | * | + | *Write in English whenever possible |
*<span style="font-size:small;"><span style="font-family:verdana,geneva,sans-serif;">Use a meaningful subject line</span></span> | *<span style="font-size:small;"><span style="font-family:verdana,geneva,sans-serif;">Use a meaningful subject line</span></span> | ||
*<span style="font-size:small;"><span style="font-family:verdana,geneva,sans-serif;">In the body of the message, mention:</span></span> | *<span style="font-size:small;"><span style="font-family:verdana,geneva,sans-serif;">In the body of the message, mention:</span></span> | ||
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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> | **<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 </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 </span></span> | ||
Revision as of 20:34, 21 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 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 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 a few survey questions. |
