How to open a technical support case

Chat

1. Navigate to NetApp Support Site
2. Sign-in on the top right corner
3. on the right pane, click on Chat
4. Fill in the relevant details and click Chat
   
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NetApp Support Site

1. Sign-in to NetApp Support Site
2. From the top menu click CASES & PARTS
3. Click My Cases
4. Click Create a Case
5. Select the search criteria from the drop down list, for example:
   • Serial Number
   • System ID
   • System / Host Name 
6. Fill in the search value in the text box
7. Click New Search
   
8. From the result list, click select to choose the Serial Number to be used for case opening
9. Validate that no duplicate cases exist
10. Click Next Step

11. Fill in the Problem Summary with a detailed summary of the problem
12. Review the Recommended Solutions, citations and Top Search Results on the right side of the screen

11. If a solution to the problem is not found, fill in the Detailed Problem Description
12. Select the best definition of the problem from the drop-down Problem Category
13. Select the case Priority

• 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.

16. Click Proceed
17. Fill in the When was the issue first observed? field
18. Fill in the Were there any recent changes or maintenance performed? field
19. Fill in the Anything related in your environment? (features and applications in use, network configuration, etc.) field​
20. Click Select Files button to attach files to the case
21. Fill in contact details information
22. click Create Case

Phone

• Main phone numbers:
  • US/Canada: 888.463.8277
  • Europe: 00.800.44.638277
  • More Support Numbers