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 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.