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How to open a technical case

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Applies to

  • NetApp Support Site (NSS) queries
  • Technical situations where customer needs from NetApp
  • NetApp products with active service agreement

Description

  • This article describes how to open a technical support case when you require assistance with one of your NetApp products
  • Before opening a new case, we recommend consulting our knowledge database
    • We have hundreds of engineers around the world creating and improving content in our knowledge database on a daily basis
    • If your answer is known, this would be the fastest way to find it

Procedure

Chat
  • Navigate to NetApp Support Site
  • Sign-in on the top right corner
  • on the right pane, click on clipboard_e5f6b11ae6b3a057fb36c5113c6457536.png

  • Fill in the relevant details and click Chat
    clipboard_eddeb5e01f0fc70ac9aee409b2fdb4c88.png
    ​​​​

NetApp Support Site

  • Navigate to NetApp Support Site

  • Sign-in on the top right corner
  • To create a technical case
    1. From the top menu click MY CASES
      • Then click Create a Case
    2. -or- From the right pane click clipboard_ec95c0eb5e7efa4f930521514b3329f8d.png
  • Select the way you want to find your system from the drop down list
    • For example: Serial Number
  • And inset the details so the system can be found
  • Once ready, click: New Search
    clipboard_ec92e263d41c76394edba63fe768c01a1.png
  • From the list of system displayed on screen select the correct systemclipboard_ef44c5185cfd22693277e220dee6e1131.png
  • Select the correct priority for the new case
    Tip: Usually it is best to start cases as P3
P4 - General technical questions or requests for information
Normal requests for information regarding the installation, configuration, use and maintenance of your NetApp equipment and software applications. This includes administrative inquiries and return material authorization (RMA) information on hardware. There is no impact to your production systems or business operations. P4 cases will be worked during NetApp business hours in your region. *
P3 - Occasional disruption or problem
NetApp node, software application, system, or cluster is experiencing an issue, anomaly, or cosmetic defect that inflicts little or no business impact, and where a viable and mutually agreeable workaround or hardware/software upgrade exists to mitigate the problem. P3 cases will be worked during NetApp business hours in your region. *
P2 - Serious or repetitive disruption/very poor performance
NetApp node, software application, system, or cluster is experiencing an infrequent, isolated, or intermittent “Panic” or “Hang” or is in a state of degraded performance that allows business operations to continue but at an inconsistent or less than optimal rate. P2 issues will be evaluated for immediate work based on business impact. Issues with low impact will be worked during NetApp business hours in your region. If you have a high-impact issue, call the Technical Support Center and prepare to commit necessary personnel and system access until a mutually agreeable workaround is provided. Active customer engagement is required to work P2 issues outside of NetApp business hours in your region. *
P1 - System not serving data
NetApp node, software application, system or cluster is down, unable to serve data, is in a state of frequent or repeating “Panic” or “Hang” or is in a state of degraded performance sufficient to prevent normal business operations. At this Priority, both NetApp and Customer must commit to around-the-clock action and involvement by all necessary and appropriate personnel and systems until a mutually agreeable workaround is provided and normal business operations are restored. P1 cases will be worked upon receipt.
Note: for P1 cases you are expected to call in the support hotline!
  • * All hardware cases are evaluated for immediate work independent of priority. P3 and P4 software cases receive a response and are worked to resolution during NetApp regional business hours. Outside of NetApp regional business hours, the response objective may be delayed for P3 and P4 software cases. NetApp regional business hours are typically 9 a.m. to 5 p.m. Monday through Friday but can vary with local language requirements. See your local service representative for more details.
  • From the drop-down list select the best definition of the Problem Category
  • Write the Problem Description in the Problem Description field and click Proceedclipboard_e1fbf1ae09933edf59658c952b58c86d8.png
  • A few more fields will be presented, fill in their details
  • Attach any file if needed for this new case using the Select Files button
    clipboard_e69a1db26bc816d35a2c89474401153a8.png
  • Fill in your personal details and preferred communication method
  • Once ready click Create Case
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NetApp provides no representations or warranties regarding the accuracy or reliability or serviceability of any information or recommendations provided in this publication or with respect to any results that may be obtained by the use of the information or observance of any recommendations provided herein. The information in this document is distributed AS IS and the use of this information or the implementation of any recommendations or techniques herein is a customer's responsibility and depends on the customer's ability to evaluate and integrate them into the customer's operational environment. This document and the information contained herein may be used solely in connection with the NetApp products discussed in this document.