Contacting Netsweeper Support

You can report your incidents to Netsweeper using any of the following methods:

Email

Email support@netsweeper.com for auto incident ticket creation.

• It is recommended that prior to the phone calls you report the technical data for your incident via email to support@netsweeper.com.
• Email can be used for all incidents to report the technical information for root cause analysis (RCA). Our technical support department will reply to these inquires during normal business hours 9:00AM to 9:00PM GMT
• For P1 incidents outside of normal business hours use the 24x7 support phone number.
  • (Please contact your Netsweeper Account Manager if you do not have the 24x7 number).

Phone

• You can reference the reported ticket number during your phone call. Our support team will create these tickets if you have not created them prior to a call.

The above contact information is the recommended method of all technical support incidents.

Before emailing, calling please gather the following information, as it will help us in providing a faster resolution:

(Please ensure that your submission does not contain any personally identifiable customer data)

• Your Name
• Your Organization Name
• Your Contract Information
• Your Email Address
• Your Phone Number
• Your Netsweeper Serial 
• Your Netsweeper Version Number (if available)
• Supporting documentation for incident (such as a detailed description of the issue, steps to replicate, as well as any changes that were made to the deployment or network that could be related to the issue).

Support Portal

If you hve an account, you can submit a ticket directly through the portal.  When you are logged in, you can simply select the Submit a Request button on the toolbar at the top of the window.

See Also

• What to Include When Submitting a Support Ticket
• Netsweeper Support Priorities & Service Level Agreements
• EA and GA Product Technical Support