How to Raise a Zerto Incident Ticket

Modified on Thu, 19 Oct, 2023 at 11:57 AM

When raising a Zerto ticket, please ensure you provide as much information as possible.

including attaching an export of the Alerts, Events & Tasks monitoring tabs from the impacted ZVM.

Please view this KB article for more information...

How to export the Alerts, Events & Tasks monitoring tabs


Note. Prior to raising ticket please ensure you have checked for any Knowledgebase articles that may relate to your specific issue by visiting https://help.zerto.com


Use the following template as a guide to collect the required base information when raising a support ticket:

DETAILS

End User Name / ZORG:
ZVM Version: 
Affected Site Name:
Affected VPG/s:
Reported Error:
Time issue occurred:
Is this the first time this error has occurred: YES / NO


Source Site

Hypervisor / Public Cloud Type: 

Hypervisor Version: 

vCloud Director : YES / NO


Recovery Site

Hypervisor / Public Cloud Type:  

Hypervisor Version:

vCloud Director : YES / NO


If the issue is time sensitive, please ensure that a log bundle is collected that covers the timeframe for the specific issue being reported. Save the log bundle zip file so it can be uploaded at a later time if required.


Please view this KB article for more information on how to collect a Zerto log bundle...

Please view this KB article for more information on how to enable Remote Log Collection ono your ZVM...





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