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:
 | Note |
|---|
| | Refer to the service level agreement at http://www.redhat.com/support/sla/
for more information on how Red Hat's technical support staff can assist
you. |
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)
Specific hardware devices that may be relevant to your problem (for
example: If you cannot setup networking, what kind of network card do you
have?)
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 have
purchased a phone support contract, the phone number you will need to
call will be provided to you during the sign up process.
For more information on using Red Hat's online support system go to http://www.redhat.com/support/services/access.html.
