Merge pull request #49092 from alkohli/DiskSupport

Added contact support article

Author: itechedit

articles/databox/TOC.yml

@@ -34,6 +34,8 @@
     href: data-box-portal-ui-admin.md
   - name: Troubleshoot disk issues
     href: data-box-disk-troubleshoot.md 
+  - name: Contact Support
+    href: data-box-disk-contact-microsoft-support.md 
 - name: Resources
   items:
   - name: Azure roadmap

articles/databox/data-box-disk-contact-microsoft-support.md

@@ -0,0 +1,80 @@
+---
+title: Log support ticket or open case for Azure Data Box | Microsoft Docs
+description: Learn how to log support request for issues related to your Data Box or Data Box Disk orders.
+services: databox
+author: alkohli
+ms.service: databox
+ms.topic: article
+ms.date: 08/28/2018
+ms.author: alkohli;
+ms.component:
+---
+# Open a support ticket for Azure Data Box 
+
+If you encounter any issues with your Azure Data Box service, you can create a service request for technical support. This article walks you through:
+
+* How to create a support request.
+* How to manage a support request lifecycle from within the portal.
+
+## Create a support request
+
+Perform the following steps to create a support request:
+
+1. Go to your Data Box or Data Box Disk order. Navigate to **SUPPORT + TROUBLESHOOTING** section and then click **New support request**.
+     
+    ![New support request](./media/data-box-disk-contact-microsoft-support/data-box-disk-support-request.png)
+   
+2. In **New support request**, select **Basics**. In **Basics**, do the following steps:
+    
+    1. From the **Issue type** dropdown list, select **Technical**.
+    2. Choose your **Subscription**.
+    3. Under **Service**, check **All Services**. From the dropdown list, select **Data Box - Preview**. 
+    4. Specify your **Support plan**.
+    5. Click **Next**.
+
+        ![Basics](./media/data-box-disk-contact-microsoft-support/data-box-disk-support1.png)
+
+3. In **New support request**, select **Step 2 Problem**. In **Problem**, do the following steps:
+    
+    1. Choose the **Severity** as **C - Minimal impact**. Support will update it if needed.
+    2. Select the **Problem type** from the dropdown list.
+    3. Based on the problem type you selected, choose a corresponding **Category**.
+    4. Provide a **Title** for the issue and more **Details**.
+    5. Provide the start date and time for the problem.
+    6. In the **File upload**, click the folder icon to browse any other files you want to upload.
+    7. Check **Share diagnostic information**.
+    8. Click **Next**.
+
+       ![Problem](./media/data-box-disk-contact-microsoft-support/data-box-disk-support2.png)
+
+4. In **New support request**, click **Step 3 Contact information**. In **Contact information**, do the following steps:
+
+    1. In the **Contact options**, provide your preferred contact method (phone or email) and the language. The response time is automatically selected based on your subscription plan.
+    2. In the **Contact information**, provide your name, email, optional contact, country. Select **Save contact changes for future support requests**.
+    3. Click **Create**.
+   
+        ![Contact information](./media/data-box-disk-contact-microsoft-support/data-box-disk-support3.png)   
+
+    Microsoft Support uses this information to reach out to you for further information, diagnosis, and resolution.
+After you have submitted your request, a Support engineer will contact you as soon as possible to proceed with your request.
+
+## Manage a support request
+
+After creating a support ticket, you can manage the lifecycle of the ticket from within the portal.
+
+#### To manage your support requests
+
+1. To get to the help and support page, navigate to **Browse > Help + support**.
+
+    ![Manage support requests](./media/data-box-disk-contact-microsoft-support/data-box-disk-manage-support-ticket1.png)   
+
+2. A tabular listing of **Recent support requests** is displayed in **Help + support**.
+
+    ![Manage support requests](./media/data-box-disk-contact-microsoft-support/data-box-disk-manage-support-ticket2.png) 
+
+3. Select and click a support request. You can view the status and the details for this request. Click **+ New message** if you want to follow up on this request.
+
+   
+## Next steps
+
+Learn how to [Troubleshoot issues related to Data Box Disk](data-box-disk-troubleshoot.md).