1. After you have selected the product, specify the Issue category. Select Product Issue for product configuration, issues, usage, or inquiry.

   

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2. In the Case Title field, briefly describe the issue or inquiry that you are having. Make sure to include important keywords like error codes, symptoms, behavior, etc. This will assist the system in providing automatic Knowledgebase article suggestions based on the keywords you supply. If there is a suggestion matching your inquiry/issue, select the KB article to view the details. In most situations, the issue or question already has a corresponding KB article available in our knowledge base.

   

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3. Select the Case severity level of the issue or inquiry.
    

   The Technical Support team's evaluation of the issue/inquiry description of the issue will still validate the severity you specified.

    
4. Describe the issue or inquiry in the Description field as detailed as possible. If you have error codes, log snippets, or screen grabs of the error or issue, please include them. This will expedite the resolution of the issue. An accurate and detailed description of the issue or inquiry will help our Support team deliver the solution quickly and accurately.
5. If you have log files, memory dumps, event logs, or screen grabs of the issue, upload them in the Attachment section of the form. When applicable, use the Case Diagnostic Tool to collect a complete product and logs and information. For more information, visit the Using the Case Diagnostic Tool (CDT) to collect the information needed by Technical Support KB article.
6. If you wish to notify other members of your team, specify their email address in the CC Email field.

   

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7. Once done, click Submit to send your Support Request to Technical Support. To view your list of existing cases, click View List. To view the case you submitted, click View Case.

   

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1. If you select Threat Issue, specify the Issue Category by selecting the appropriate buttons below.

   

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2. After selecting the Issue Category, the Fill in request detail section will request specific information appropriate to the Issue Category.
3. In the Case title field, briefly describe the issue or inquiry that you are having. Make sure to include important keywords like error codes, symptoms, behavior, etc. This will assist the system in providing automatic Knowledgebase article suggestions based on the keywords you supply. If there is a suggestion matching your inquiry/issue, select the KB article to view the details. In most situations, the issue or question already has a corresponding KB article available in our knowledge base.
4. Describe the issue or inquiry in the Description field as detailed as possible.
5. Select the Virus Pattern Type you are using.
6. Afterward, upload the related files in the Attachment section and add the email addresses of the members of your team that you wish to be updated regarding this case.

   

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7. Once done, click Submit to send your Support Request to Technical Support. To view your list of existing cases, click View List. To view the case you submitted, click View Case.

   

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1. For concerns regarding licensing, account activation, and account provisioning, select the Account and Billing Issue type. Under the Issue Category select whichever is applicable to your concern.

   

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2. Fill out the requested information in the Fill in request detail section. In the Case Title field, briefly describe the issue or inquiry that you are having. Make sure to include important keywords like error codes, symptoms, behavior, etc. This will assist the system in providing automatic Knowledgebase article suggestions based on the keywords you supply. If there is a suggestion matching your inquiry/issue, select the KB article to view the details. In most situations, the issue or question already has a corresponding KB article available in our knowledge base.

   

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3. Select the Case severity level of the issue or inquiry.
    

   The Technical Support team's evaluation of the issue/inquiry description of the issue will still validate the severity you specified.

    
4. Describe the issue or inquiry in the Description field as detailed as possible.
5. Afterward, upload the related files in the Attachment section and add the email addresses of the members of your team that you wish to be updated regarding this case
6. Once done, click Submit to send your Support Request to Technical Support. To view your list of existing cases, click View List. To view the case you submitted, click View Case.

   

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Under Case List the details and status of the case will be displayed.

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When you open the case details, the following options will be available to you:

• Leave response or comment
• Close the case

  

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• Update case priority

  

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• Add or change email CC recipients
• Review conversation history