Points of Consideration When Creating a Support Case

Customers can create CSRs via e-mail or the support portal. Customers are also responsible for providing evidence like log files, screenshots, or data related to the case. Such evidence is requisite to understand the root of any issue and solve it at first touch. Customers can also define the case type and severity when they open a case via the support portal. Request Types

The following request types are available on the Support Portal. • Report an Incident • Information Request • Improvement/Change Request

Case Severity

Customers can set the priority of their cases. They can also share more information about the case, such as the Affected Version and Component and digital materials like logs and screenshots.