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Important Update – Cohesity Support is Moving!

Effective November 10, 2025, 12am PT all support requests for Cohesity products - including NetBackup, Appliances, NetInsights Console, IT Analytics, and Alta SaaS Protection will be managed through the unified Cohesity Support Portal at https://my.cohesity.com/s/login/. Users will be migrated to Cohesity Support on November 10, and will receive an email with login instructions.

For Backup Exec, Enterprise Vault, InfoScale, Alta Archiving, and any other Arctera Products: You are in the right place - Case Management remains available here.

For production-down situations, contact Veritas Support by telephone.

Create a support case (chat offered for some types)

Live chat support is available for technical support, customer information, general licensing, support portal and partners only case types.

Case type

Request type

Severity

By selecting this level of Severity, you are requesting a call back with urgent priority and agreeing to receiving 24/7 support until the case is resolved. Please provide the most appropriate call back number and email address in the case description for us to contact you as soon as possible. If you are unable to commit to that support level or provide the requested details, then please select another Severity level.

Are you creating this case on behalf of a customer?

No Yes

My products

Product not listed?

Software products

Hardware products

Product(s)

Appliance serial number Appliance Serial Number/ Service Tag How do I find this?
Browse serial numbers for my account

Serial number search

No active appliance found for the serial number you entered. Please select from this list of appliances found for your account.

	Serial number	Software Product / Platform	Location

Product platform

Product version

Case details

Subject Provide a brief summary of the problem. 200 character limit

Primary Symptom Choose the Primary Symptom based on the issue you are facing. Example: Choose 'Error Code/Message' if the system is giving an error code or message.

Error code Provide specific error message to help with troubleshooting. 300 character limit including line breaks.

Description

Description Tips

Provide detailed description of the issue?
How many hosts are affected? What is the primary server name/hostname of the affected server/client?
What is the business impact of the issue?
Provide date and time the issue started occurring for the first time?
Is the issue persistent, intermittent or a one off?
When was the last time it worked?
What was changed and when (in the environment) prior to the issue occurrence?
What workaround/troubleshooting has been attempted so far to resolve the issue?
Have you referred to any Technote(s)? If yes, provide the Technote link(s)?

Environment Provide environment related information. If information is not available please specify 'Unknown / Not Applicable' as appropriate.

Are multiple hosts affected?
What is the primary server name?
What is the hostname of the affected server/client?

You have the following support options ...

Create case Phone support

Available entitlements

Customer entitlements

Search by

Look for

Look up

Entitlement not listed or not sure

	Account name - number	Support ID	Coverage name	Entitlement ID	Product	Serial number	Location

Chain of custody information

Media

Encryption type

Folder structure

Yes

Email file type

Zipped

Yes

EV.cloud Admin Portal

CSV mapping

Yes

Capacity (GB) Device capacity.

Make Device manufacturer.

Model Device model.

Data serial number

Total amount of data Amount of data on device in GBs.

Number of files Number of files on device.

Media shipping address

Data return contact information

Chain of custody notes

Support ID:

User Count

Contract Provider

Invoice Number

Account Number / Order and service contract number

Account Number

Order Number

Service Contract Number

EFLEX Contract Number

Veritas Agreement Number

Entitlement ID

CC List

Customer contact information

Please enter your preferred available day and time to ensure our Technical Support Engineers are able to contact you on this case.

Contact Hours

From

Must be in 12 hour format

Time zone

Working days

All

Monday

Tuesday

Wednesday

Thursday

Friday

Saturday

Sunday

Contact Method

Phone

Mobile Phone

Important Update – Cohesity Support is Moving!

Create a support case (chat offered for some types)

My products

Software products

Hardware products

Product life cycle information

Case details

Description Tips

You have the following support options ...

Available entitlements

Customer entitlements

Chain of custody information

CC List

Customer contact information

Attachments

Related Articles

Reference

Your case number is: .

If you'd like to add any file attachments to help with your case please use the button below:

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