Data Collection for Non Outage Problems

Gathering Critical Information

This section identifies the critical information that you must gather before you contact Technical Support.

You must attempt to resolve the problem using this document. Contact Technical Support as a final step taken only after you are unable to resolve the issue using the information and steps provided in this document.

Gather the following information before you contact Technical Support:

• a detailed description of the problem

• the date and time when the problem started

• the frequency of the problem

• if this is a new installation

• if there is relevant information recorded on the support portal — Were related problem solutions found? Is there currently a work around for this issue? For more information, see support on the Extreme Networks Portal at https://extremeportal.force.com/ExtrSupportHome.

• if the system was recently upgraded — Have you recently changed or upgraded the system, the network, or a custom application? (For example, has configuration or code been changed?) When were these changes made? Provide the date and time. Who made these changes? Were the changes made by a partner or customer? Provide the names of the individuals who made the changes.