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When logging a support case, read your emails!

Created: 04 Mar 2009 • Updated: 21 May 2009 • 1 comment
Michael Bilsborough's picture
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Hi,

To allow support to work effectively on your support case we automatically send an email to you when you log a case.  Please do read this as it includes information which may well allow you to resolve the most common issues.  

If the suggestions cannot resolve it, we do ask you to run the deployment scanner and send us that information.  From time to time, I do work with support engineers to review the cases we get and many of them don't have this information in so adding a great deal to delays. 

 I cannot stress enough the importance of this and information from you describing in your own words the problem and when it began to occur etc.  The sooner the tech support engineer has this data, the sooner they can get to resolving your case and less time going back and forth trying to contact each other trying to get data. 

 

Mike

 

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J.H Is gone's picture

I always fill out that first email I get where you want all the infomation I can supply on what my issue is and what research I have done.

I always get an email back or a phone call asking me what the problem is. What happend to the email I sent in?

I have always wondered if anybody at support reads the email I sent with all the info.  I end up sending it again just to get the info to the tech that is now working my issue.

 

I don't have to know how to spell....I work on Unix.
NetBackup 7.0.1 - AIX & Windows

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