Creating a Technical Service Request

The cases opened under this category are treated as Priority 3 (P3) and will be treated with a low priority status. The initial Service Level Agreement (SLA) for these cases is set at 24 hours (1 business day) and the communication will be conducted via email. If you believe that your issue requires immediate attention or live troubleshooting, we strongly recommend reaching out to our dedicated live support team of your region.

To create a Technical Service request

1. Login to SonicWall Unified Management.

2. Navigate to Admin Settings > Support & Resources > Customer Support Case tab and click Submit Case under Technical Service Requests.

   

3. Select a Product from the drop-down menu or enter a Serial Number for which you want to create a technical service request.

   You can search for required the product with in the drop-down menu.

   

4. Click Next.

5. Provide the problem details:

   • Enter a title of a problem
   • Enter problem description
   • Enter the Environment details under which problem occurs
   • Add attachments to the request

   Contact Method is only through Email.

   

6. Click Submit.

   

   Ticket is submitted and shows the Confirmation Number to tack the request.

7. Click Done.