As of July 1996, Red Hat Software put a new Technical Support system online. The support system automatically routes questions to support technicians. This document describes how to use the Red Hat Software technical support system.
In order to receive technical support for your Red Hat Software product, you have to register it. Every official Red Hat product comes with a Registration Card. Your product registration number appears on both the detachable mail-in portion and on the top portion of this card. The product registration number uniquely identifies a product which you have purchased (such as Red Hat Linux) that includes 30 days of free installation technical support by fax or email.
You can *register your Red Hat Software product online at Red Hat's World Wide Web site. Choose Register a Product. Please enter all applicable information, and please be accurate (no ``Red Hat Linux/Alpha running on an Intel i386 10MHz with 2GB RAM'' :). We use the information you give us at registration to try to solve problems and answer questions more quickly and easily, and incorrect information benefits neither us nor our customers. Also, make sure the electronic mail address you give is correct. All support correspondence will be sent to that address.
During registration, you are asked for your support ID. If you haven't registered a product with Red Hat's web site before, you won't have a support ID; choose I don't have a support ID. If you have already registered a product on the web site before, you ought to have a support ID; please enter it. If you know you have a support ID, but can't remember it or don't have it with you, you can select I have received a support ID but can't remember it, but your registration may be delayed a few days.
If you don't have access to the World Wide Web, but you do have access to Internet mail, you can send registration details to <firstname.lastname@example.org>. Please include the following information:
Although a mail-in portion is provided with your registration card, we do not recommend registering via fax or snail mail if you have access to either the World Wide Web or Internet mail; if you do so, your registration is likely to be delayed considerably. If you do wish to register via fax, fax a copy of your registration card to Red Hat Software at +1-919-361-2711.
Technical support is a black art: in most cases, support technicians rely solely on communication with the customer to solve installation problems on hardware the technicians have never physically seen. It is extremely important, therefore, to state your question clearly and concisely, including detailed information such as:
Red Hat's support system is email-based and is partially automated; for this reason, it is important to make sure you send support questions in the correct format, so that your message will be recognized and routed to an appropriate support technician. In order to receive technical support for your Red Hat Software product, you must first register it.
For each new problem you need support for, the support system opens a support ticket. To open a support ticket, all you need to do is send the support system a message with a Subject: of [registration #nnnnnn], where nnnnnn is the registration number of the product for which you are requesting support (not your support ID). For example, if your registration number is 654321, the subject line should read:
Subject: [registration #654321]The square brackets, the number sign, and the word `registration' must be present. If you wish, you may add explanatory text to the subject line:
Subject: [registration #654321] CD-ROM problemOnce you've opened a ticket, support responses come to you with the support ticket number in the subject line:
Subject: [ticket #98] CD-ROM problemTo correspond about the same problem, simply send a reply with the same subject:
Subject: Re: [ticket #98] CD-ROM problem
Once your problem is solved or your question answered, the technician handling your support ticket will close the ticket; you will receive a message from the support system indicating that the ticket is closed and containing a summary of the problem and the solution. You can open a new ticket for your next support question.
The address for Red Hat's Technical Support System is <email@example.com>; all support questions should go there. There are also several related addresses:
Thanks for using Red Hat Linux!