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Contacting Support

Support Channels​

  • Support portal: support.superna.net — online ticket submission and case tracking.
  • Phone: 1 (855) 336-1580 (voicemail). Support entitlement must be validated before a case can proceed; if validation cannot be completed from a voicemail, no support will be provided.
  • Email: eyeglasssupport@superna.net
Support logs are required

Support logs are required for all requests. Call-back requests without support logs uploaded will not be returned — support cannot assess or resolve issues without them.

When contacting support, provide your business name, your name, your business email address, and a description of the issue. The case is assigned to your email address, with follow-up instructions sent by email.

See also the Superna Subscription Terms and Conditions for the Technical Support Services covered under your Subscription.

Raising a Support Request​

1. Sign In to the Support Account​

Go to support.superna.net:

  • If you already have an account, sign in with an existing social media account or with your email and password.
  • If you don't have an account, select Sign-up, fill in your name and email address, and verify. You'll receive an email with instructions to verify your account.

2. Submit a Request​

When submitting a request, have the following ready:

  • Product Name (for example, Eyeglass PowerScale Edition)
  • Appliance ID — found in the appliance's About/Contact window
  • EMC Site ID — the ID assigned by EMC/Dell for the PowerScale clusters related to the request

3. Submit a Full Backup​

Support logs are collected as a full Eyeglass backup, which includes both configuration and log information.

If the appliance has internet connectivity:

  1. Open the About/Contact window (lower-left corner of the appliance web page).
  2. Click Backup.
  3. Optionally uncheck screenshots (included by default), then click Create Full Backup.
  4. Select the newly created backup file and click Upload Selected Files to Superna Support.
  5. Track upload progress from Jobs → Running Jobs. A successful job confirms the backup archive reached support.

If the upload fails, or the appliance has no internet connectivity, use the alternate upload path:

  1. Log in to support.superna.net and scroll to the upload support data section.
  2. Enter the appliance ID (from the appliance's About window) — copy it exactly, with no leading or trailing spaces.
  3. Enter the Support Request ID (case number) if you have one, so support is notified automatically once the logs are uploaded.
  4. Select the backup file and submit, then update the case to confirm the upload is complete.

See Also​