000028223 - Opening a Support Request with RSA Customer Support

Document created by RSA Customer Support Employee on Jun 14, 2016Last modified by RSA Customer Support Employee on Apr 21, 2017
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Article Number000028223
Applies ToRSA Customer Support
IssueRequesting technical assistance from RSA Customer Support.
ResolutionRSA Worldwide Customer Support strives to meet or exceed the terms and conditions of active support contracts. We provide RSA customers with world-class telephone support services.
Please call RSA Customer Support for urgent related matters using one of the listed telephone numbers at URL http://www.emc.com/support/rsa/contact/phone-numbers.htm.
Customers wishing to open a support request for non-urgent matters can email support@rsa.com using the email template below. Emails sent to support@rsa.com are processed Monday through to Friday, during RSA business hours. RSA Customer Support centers and information on RSA business hours are listed at URL http://www.emc.com/support/rsa/contact/index.htm.
Customers can open and manage cases online via case management in RSA SecurCare. Customers are required to register for case management where a token is provided, allowing the customer to authenticate to this service.
IMPORTANT NOTE: use URL https://knowledge.rsasecurity.com/mrktng/findserial.aspx to locate the RSA product license information.
Email template:
Contact Information  
PrimaryFirst Name 
 Last Name 
 Email Address 
 Telephone Number 
SecondaryFirst Name 
 Last Name 
 Email Address 
 Telephone Number 
Preferred CommunicationPhone / Email 
Preferred LanguageEnglish / Other
   (please state other language)
RSA Product Information  
 Product Name 
 Product Version 
 Product License 
 Platform Product Installed On
   (e.g. Microsoft Windows 2008 R2)
 Type of Environment
   (e.g. VMware)
Question or Reported Issue  
 Error Messages 

The Customer Guide to RSA Technical Support is found at URL http://www.emc.com/collateral/software/technical-documentation/9213-h9036-cusip-gd-0911.pdf providing information on support offerings, case management processes and RSA support policies.