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Information You Might Need to Supply to JTAC

When requesting technical support from JTAC by phone, be prepared to provide the following information:

  • Priority level

  • Indication of what activity was being performed on the device when the problem occurred

  • Problem detail and configuration data

When a new request for technical support is submitted, the JTAC engineer:

  1. Opens a case and assigns a number.

  2. Begins troubleshooting, diagnostics, and problem replication (if appropriate).

  3. Provides you with periodic updates on problem status and escalates the problem as appropriate according to escalation management guidelines.

  4. Closes the case when you agree that the problem has been resolved.

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