Open a Support Case

There are three ways to open a support case:

• via the Web
• via email
• via phone

Email

Open a case via email is only for OEM partners and Premium Support Customers.

The case will be given a case number and assigned to the next available global product support engineer for timely follow-up and resolution.

If you are a BLADE Premium Support Customer, you can send an email to BLADE Support support@bladenetwork.net. Please write an email that includes the following information:

1. Subject/Brief problem description:
2. Priority:
   • P1 (Complete Network Down; Level 1 Emergency)
   • P2 (Business Critical/ Level 2 Emergency)
   • P3 (Major Case)
   • P4 (Minor Case)
3. Company/Site/Location:
4. Customer or SNA contact:
5. Best local time to reach:
6. Customer email address:
7. Customer phone contact: Desk: Mobile:
8. Switch/Product type:
9. Software release version:
10. Product Serial Number:
11. Work (troubleshooting) done to isolate issue:
12. Steps to recreate problem:
13. Case attachments:
    • Technical Support Dump
    • /maint/tsdmp for AOS
    • “show tech” for ISCLI
    • diagrams
    • traces

Phone

If you are a BLADE Premium Support customer you may open a case via phone. Phone support is only for Premium Support Customers.

Dial Toll free number for North America 1-800-414-5BNT (1-800-414-5268)

or for other countries +1 408-834-7871

New cases will be given a case number and assigned a BLADE support engineer. You can view your case status at any time via the Customer Support System.