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A support case is a record created when you submit technical questions or issues to BEA Support. Customers with a support contract can open a support case on the BEA eSupport website or by calling BEA Customer Support.
Guardian enables you to open a BEA Customer Support case directly from a Guardian evaluation. When you conduct an evaluation that detects a signature, you can create and submit a support case directly from a selected signature in an Evaluation Summary. Guardian automatically creates the case and includes all of the information from the signature and submits it, enabling a BEA support engineer to begin working on your case right away. You can also add any additional attachments and notes before sending the support case to BEA
You also have the option not to submit the case immediately at the time of creation, but rather to save the case data as a Case Creation Archive for later submission. Case Creation Archives are stored as files with the file name extension .car.
To learn more about BEA Support and support cases, see the BEA Customer Support Guidebook, which you can download from the BEA eSupport website.
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