How to open a new Support Case

​​​​​​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?

1. Log in to Smarsh Central central.smarsh.com. How do I log into Smarsh Central?
2. Select Account Management > Cases 

3. Select Create A Case

4. 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? 
   
   
   1. Technical Support: For mobile assistance, product help and technical issues, or requests for enhancements
   2. Billing: Questions regarding your invoices and payments
   3. Content Usage: Contact the Customer Success team to discuss how you manage which connections are counted for billing
   4. Information Security: Access independent audit reports and certifications (ISO 27001, SOC 2, HIPAA, etc.)
   5. Contract/Renewal: Renew, amend, or inquire about your contract terms
       
5. 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.
     • Some products include an additional screen to narrow your request so Smarsh can route your case directly to our experts in that area. Our goal is to provide a much faster response and resolution time.
       
       
6. Specific Details: Next, enter a subject and description of the problem or inquiry. Some case types include severity level and impact. You can then attach files as needed, include a phone number, and External ID if your case is related to a ticket in your organizations own issue tracking system.
   
   
7. Select Submit Case

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