Follow the steps below to create a new case in the expereoOne portal:

Step 1: Create a Case

• Click the Create Case button
• Fill in the required information

Step 2: Select Case Type

Choose the appropriate case type:

• Incident – For service interruptions, outages or requesting RFO
• Non-Incident – For any other technical questions or support needs

Step 3: Search for the Relevant Service

Search for the service you want to create the case for. If you can’t find it, try entering the Service ID or Site Name.

⚠️ If there is already an open case for the selected service, those will be displayed on the screen. Please review existing cases to avoid duplicates.

Step 4: Fill in Case Details

Complete the case form with the following information:

• Case Subject*
• Start Date and Time of the Incident*
• Incident Description*
• File Attachments
• Customer Case Reference

If you select “Service Down (P1)” as the subject, you’ll be prompted to provide additional details on the next screen before submitting.

For Case Subject ‘Service Down (P1)’ only

Step 5: Submit

Click Submit to create the case.

Our Support Team will review your case and get in touch with you as soon as possible.