000034046 - How to open a case for issues with a Dell EMC VNX array used with the RSA NetWitness Suite

Document created by RSA Customer Support Employee on Sep 20, 2016Last modified by RSA Customer Support on Jan 25, 2018
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Article Number000034046
Applies ToRSA Product Set: NetWitness Logs & Packets, Security Analytics
RSA Product/Service Type: Packet Decoder, Log Decoder, Concentrator, Archiver
RSA Version/Condition: 10.4, 10.5, 10.6
IssueCurrently experiencing issues with drives or configuration associated with a Dell EMC VNX array purchased from RSA in conjunction with an RSA NetWitness Suite product.
ResolutionTo resolve any issues around an RSA-purchased VNX, follow the steps outlined below.
  1. Gather the serial number of the VNX. This can be found within the Unisphere client, the back of the VNX itself (generally starting with APM) or within the purchasing paper work.
  2. Contact RSA Customer Support and open a support case.
  3. The RSA Customer Support team will then open a support case with Dell EMC Support and act as the customer's advocate with the Dell EMC Support team.
  4. If any issues are encountered while opening a Dell EMC case then RSA Customer Support Management will be engaged.

Important: Currently it is not possible for the customer to contact Dell EMC Support directly and receive support for any VNX arrays purchased from RSA for use with the RSA NetWitness Suite.