Information You Might Need to Supply to JTAC
When requesting technical support from JTAC by phone, be prepared
to provide the following information:
- Priority level
- Indication of what activity was being performed on the
device when the problem occurred
- Problem detail and configuration data
When a new request for technical support is submitted,
the JTAC engineer:
- Opens a case and assigns a number.
- Begins troubleshooting, diagnostics, and problem
replication (if appropriate).
- Provides you with periodic updates on problem status
and escalates the problem as appropriate according to escalation management
guidelines.
- Closes the case when you agree that the problem
has been resolved.
Published: 2011-01-31