Open Support Case Dialog

Support cases can be opened directly in the Zerto User Interface.

Creating a support case in the Zerto User Interface simplifies the submission process since much of the information that is required when entering a case using the Zerto Support Portal, such as the version and build numbers, is automatically added to the case when it is submitted via the Zerto User Interface.

Note:

The clocks on the machines where Zerto is installed must be synchronized with UTC and with each other (the timezones can be different). Zerto recommends synchronizing the clocks using NTP. If the clocks are not synchronized with UTC, submitting a support case can fail.

To open a support case:

In the Zerto User Interface, click

in the top right of the header and select Open a Case.

You are redirected to a form on https://www.zerto.com/myzerto/support/create-case/

Enter all mandatory details.

Zerto suggests that you activate Remote Log Collection (RLC) so that Zerto Customer Support can automatically collect logs for analysis. This does not provide Zerto with access to your environment. This information is used to help Zerto resolve the case quickly and, whenever possible, without the need to request more information from you.

Click Submit.

The case is processed and its progress is displayed. If the email address is not valid, the case is rejected. Once the case submission starts, it cannot be canceled.