| Red Hat Linux 6.2: The Official Red Hat Linux Alpha/SPARC Installation Guide | ||
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| Prev | Appendix B. Getting Technical Support | Next |
Technical support is both a science and a mystical art form. In most cases, support technicians must rely on customer observations and communications with the customer in order to diagnose and solve the problem. Therefore, it is extremely important that you are as detailed and clear as possible when you state your questions and report your problems. Examples of what you should include are:
Symptoms of the problem (for example: "Linux is not able to access my CD-ROM drive. When it tries, I get timeout errors.")
When the problem began (for example: "My system was working fine until yesterday, when a lightning storm hit my area.")
Any changes you made to your system (for example: "I added a new hard drive and used Partition Wizzo to add Linux partitions.")
Other information that may be relevant to your situation, such as the installation method (CD-ROM, NFS, HTTP)
Please login at http://www.redhat.com/support and open a new service request, or call the phone number for support. If your product came with phone support, or you've purchased a phone support contract, the phone number you'll need to call will be provided to you during the sign up process.
If you ever need to contact Red Hat technical support, make sure you follow the instructions provided at the support website. If you used Red Hat technical support in the past, you may have contacted technical support representatives in different ways. Those old ways of contacting technical support probably won't work now.
For example, you may have used the <support@redhat.com> e-mail address in the past. At this time, however, the <support@redhat.com> e-mail address is not functional. Please use the Web or your telephone, depending upon your support plan, to contact Red Hat technical support.
Additionally, you should be careful when you're logging into the Red Hat support system. Make sure that you're using the Personal Product ID and the Customer ID corresponding to this Red Hat product. Older logins and passwords will probably not work.