1. Creating Support Ticket

2. Creating Support Case
To open support case, login to the Arcserve Support site

3. Creating Support Ticket
Click “New Support Case” on the screen after you have successfully logged in

4. Creating Support Ticket
The New ticket form opens
As the user fill in the subject, list of related Knowledge Base Articles show up in the right pane
Check if your problem is listed in any of the articles shown and if the article has the resolution. If yes, you can abort the case creation process.
If the Knowledge base article doesn’t help resolve the issue, proceed with issue creation

5. Creating Support Ticket
From the drop down window, select the priority
Sev 1 issues can be opened only thru’ phone
As the user is logged in already, the name of the logged in user will be filled as the contact name
User1
Select the Product from the drop down
Select the Release of the product
The related KB Articles matching the description will be displayed in the right pane of as you start typing the description. User can review the KB Articles to see if that helps them resolve the issue
Write the description of the problem
Select the contact method as Phone or
Upload log files or screen shots that you might have

6. Thank You