07-13-2026 07:08 AM - edited 07-13-2026 07:11 AM
@DanielS.Romero -- IMO, TAC telling you (customer) to not open a case is wrong.
Customer's are paying for this SaaS product. If a customer doesn't open a support case there's nothing to trace back the customer impacted issue. Also, given the outage and it's duration the customer can/could be entitled to a product credit for paying for a service that was offline. Further opening tickets especially for repeated SaaS issues could show systemic problems with a service.
That said I do think informing your SE or CSE might get you a more immediate answer as to what might be happening, but IMO if a customer has an issue with a product we should be opening tickets to document the issue.
You can file SLA claims via this link (You need a TAC case to file a claim):
