User's Manual

90 Appendix C:Getting Technical Support
If you created a new customer profile, once you activate your product you will see a webpage that
shows your registered products. There is also a button,
Access Web Support, on this page that
will take you to the support website.
3. Update your contact information if necessary.
Note
If your email address is not correct, communications regarding your tech-
nical support requests CANNOT be delivered to you, and you will not be
able to retrieve your login and password by email. Be sure that you give
us your correct email address.
If you are worried about your privacy, please see Red Hat’s privacy statement at http://www.red-
hat.com/legal/privacy_statement.html.
4. Add a product to your profile. Please enter the following information:
• The Product ID for your boxed set product
• The Support Certificate Number or Entitlement Number if the product is a contract
5. Set your customer preferences.
6. Answer the optional customer questionnaire.
7. Submit the form.
If the previous steps were completed successfully, you can now login at http://www.redhat.com/sup-
port and open a new technical service request. However, you must still use your Product ID in order to
obtain technical support via telephone (if the product you purchased came with phone support). You
will also be asked for your login name when contacting the technical support team via telephone.
C.5 Questions for Technical Support
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: