000034046 - How to open a case for issues with a DellEMC VNX or Unity array used with the RSA NetWitness Suite

Document created by RSA Customer Support Employee on Sep 20, 2016Last modified by RSA Customer Support on Jul 9, 2019
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Article Number000034046
Applies ToRSA Product Set: RSA NetWitness Logs & Network
RSA Product/Service Type: Packet Decoder, Log Decoder, Concentrator, Archiver, VNX, Unity
RSA Version/Condition: 10.4, 10.5, 10.6, 11.x
IssueCurrently experiencing issues with drives or configuration associated with a DellEMC VNX or Unity array purchased from RSA in conjunction with an RSA NetWitness Suite product.
ResolutionTo resolve any issues around an RSA-purchased VNX or Unity, follow the steps outlined below.
  1. Gather the serial number of the VNX or Unity. This can be found within the Unisphere client, the back of the VNX/Unity itself (generally starting with APM) or within the purchasing paperwork.
  2. Contact RSA Customer Support and open a support case.
  3. The RSA Customer Support team will then open a support case with DellEMC Support and act as the customer's advocate with the DellEMC Support team.
  4. If any issues are encountered while opening a DellEMC case then RSA Customer Support Management will be engaged.

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