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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.
