When should a FlashArray support case be opened?

A FlashArray support case should be openedbefore starting the installation(Option C).

Proactive Support:Pure Storage advocates for a proactive support model. Opening a case (often categorized as an "Install" or "Planned Event" ticket) prior to the engineer arriving onsite or beginning the physical work serves multiple purposes:

Notification:It alerts Pure Support that a new array is about to come online.

Validation:It allows Support to verify the serial number, entitlement, and ensure the array is ready to receive the latest Purity updates or patches immediately upon connection.

Remote Assist:It establishes a placeholder for the "Health Check" phase. Once the physical install is done, the engineer can immediately reference this existing case number when enabling Remote Assist, allowing a Technical Support Engineer (TSE) to quickly jump in and perform the final validation without the delay of ticket creation and routing.

Waiting until an issue arises (Option A) is reactive, and waiting until completion (Option B) delays the mandatory sign-off process.