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Druva Documentation

How to create a support case?

Applies to: inSync and Phoenix

Overview

This article tells you how to create a support case for Druva products from the Druva Support Portal (https://support.druva.com/s/). You will need to register yourself on the Druva Support Portal and use those credentials to log in. If you haven't registered yourself on the Druva Support Portal, see How to register on the Druva Support portal

Creating a support case

  1. Log in to the Druva Support Portal. 

    Login (Updated).png
  2. Click Submit Case.

    Submit case.png
  3. Clicking Submit brings up the Submit New Case form. Enter the case details, as explained in the table below. All fields on the form are mandatory.

    Submit a new case.png

Note: While filling the case form, the support portal suggests Knowledgebase articles,  product documentation references, videos, and discussion links based on your case subject. The suggestions show up under Related Resources (highlighted in the image above)These references can help you resolve your issue without creating a case. If the recommendations do not resolve your problem, you can create a support case.

Field Description
Product Select the product for which you want to open a support case from the drop-down list. Select from:
  • CloudRanger
  • Phoenix Cloud
  • inSync Cloud
  • inSync On-Premise
  • Realize
Subject Enter a summary of your issue. The Related Resources section shows you recommendations based on what you enter in this field.
Priority Assign a priority level to your case based on the urgency. Select from:
  • Low
  • Medium
  • High
  • Critical
Case Type Select the type of your case based on the issue source. Select from:
  • Licensing
  • Technical
Description Enter a description of your issue.
Attachment Attach product logs if available.
  1. Click Submit.

 For critical issues that affect your business and need immediate action, Druva recommends that you create a support case and call Druva Support. Please ensure that you have the support case number handy when you call Druva Support. For information about Druva Support phone numbers, see http://www.druva.com/support