After raising a support case, the assigned support engineer may sometimes request files, such as log files or screenshots, to help us answer your questions or troubleshoot.
Or, when you first raise a case with us, you may want to proactively upload files to help you describe the issue. This allows support to provide a useful response more quickly, as the support engineer has access to the information when they are assigned to your case.
There are three main ways you can send files to RSA Customer Support:
- Send an email to the support engineer using the case email.
- Attach the files directly to your RSA Support Case in the Case Management portal within RSA Link.
- Upload to the RSA SFTP (Secure File Transfer Protocol) site.
Product-specific or other methods may be possible, particularly for highly sensitive data.
The best method to send files to RSA Customer Support depends on:
- The size of the file,
- The sensitivity and type of the file's contents, and
- What is most convenient for you.
Notify the support engineer who is assigned to your case if you are having difficulty sending files.