How to open a Support Case

This article will provide details of how to create a support case to contact technical support. In Smarsh Central, you can create a new case for most products.

To Create a Support Case  

1. Log in to Smarsh Central central.smarsh.com. How do I log into Smarsh Central?
   1. Select Account Management > Cases 
      ​​​​​​I don't see Cases like in the dropdown pictured below. Why?
      Support Rights are required to access the Cases page. If you do not see Cases in the dropdown menu pictured below, additional Support Rights will need to be assigned to your account. Contact your Smarsh Administrator.  What are Support Rights?
      

3. Select Get Help

4. Choose your product from the options listed. Don't see your product on that page yet? Please give us a call. Some options, like Billing, do not require a product selection.
   
   • Product Selection: On the next page, choose the product from your personal product list that relates to the request.
     
     
5. Choose the type of issue you are reporting. The options listed below are a comprehensive list of what can be accessed based on specific Support Rights. If you require additional Support Rights, contact the Smarsh Administrator at your organization. What are Support Rights? 
   
6. In some cases, you'll then see a field "Which topic suits your issue?" Choose the topic that most closely relates to your issue. 
   
   
7. Review any content provided on that topic if it relates to the issue you're reporting. If one of the articles resolves the issue, respond to the question Do you still need help? by clicking No. If one of the articles does not answer your question, click Yes and we'll present you with the best option to continue with submitting your case. These options can include:
   
   
   1. Ask Archie: Ask the Smarsh AI support agent! If you want to talk to a human agent at any time, simply type "agent" to connect.
   2. Open a case: Use the Create a Case form to provide us specific information. The following fields are required for opening a case
      1. Subject: Enter the Subject of your issue/concern
      2. Description: Here you can provide more context, details, or steps to reproduce an issue.
      3. Severity: For high-severity issues, please contact us by phone, otherwise, select the severity that best matches your issue. The options are:
         
         1. Routine Request
         2. Performance Downgraded
         3. Service is Down
         4. The Information icon will provide examples scenarios for each severity level.
         5. 
      4. Impact: Describes the scope of users impacted. Options are:
         1. Single User
         2. Multiple Users
         3. 
   3. Access our documentation: You can access our product documentation site and get detailed information specifically related to your selected product and topic.
   4. Call support: if a phone call is required, we'll provide the number to contact support directly.
      

For the fastest possible service, have your Service Account Number (SA) available when you contact Smarsh Support. Where do I find my account information? 
​​​​​Other ways to contact Smarsh Support