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Appendix C. Getting Technical Support

2. Using the login name and password you created during the customer profile, please log in at the

Red Hat Support website at:

http://www.redhat.com/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 technical 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.redhat.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/support

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:

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)