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...

Collecting a Zerto log bundle with Zerto Diagnostics

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

How to enable RLC in Zerto