User guide

Phone Home Support
Chapter 4 Assistance with Your Server 51
Phone Home Support
Once your Snap Server has been registered, Phone Home Support becomes
available for use. Phone Home Support emails system logs and files that contain
information useful for troubleshooting purposes to Adaptec technical support. You
can use the
Monitor > Support screen to open a new case with technical support; or,
in the course of working to resolve an issue, a technical support representative may
ask you to fill out and submit this page. If a case is already in progress, you will
need to enter the case number provided by the technical support representative.
Notes Phone Home Support interacts with two fields on the
Server > Email
Notification
screen: (1) To use Phone Home Support, you must enter a valid SMTP
server IP address on the Email Notification screen; and (2) the first email address
listed in the Recipient(s) field populates the Admin Email Address field on the
Support screen.
Complete the following fields as appropriate, then click
OK:
Text Field Description
Subject (Required) Enter a concise description that identifies the issue.
Case (Required) Select New Case if you are emailing technical
support for the first time. Select Existing Case if you have
previously contacted technical support concerning the issue.
Case Number If you selected Existing Case above, enter the case number
provided by technical support.
Reply-to Address (Required) This field defaults to the first email address entered
as a recipient on the System > Email Notification screen. If
necessary, enter at least one email address that will serve as
the contact email address for this issue.
To receive a copy of the email and system information
attachment, select the Cc Admin check box.
Comments (Required) Enter additional information that will assist in the
resolution of the problem.