When should a FlashArray support case be opened?

Opening a support case before starting the installation is a mandatory step in the Pure Storage deployment process. This proactive measure officially notifies Pure Storage Support of the scheduled installation activity. It allows support engineers to be aware of the deployment, track its progress, and be prepared to provide immediate assistance if required. The case serves as the official record for the installation and ensures a smooth, supported implementation from the very beginning.

A. Waiting until an issue arises is a reactive approach that can lead to significant delays during a critical installation window.

B. Opening a case after the installation is complete serves no purpose for the installation process itself, as support is needed during the activity.

1. Pure Storage FlashArray Installation Guide: In the pre-installation checklist and procedural sections, the guide explicitly instructs the installer to open a proactive support case with Pure Storage before arriving on-site. This is to inform Support of the pending installation. (Note: Specific document versions may vary, but this is a standard, long-standing procedural step in all FlashArray installation guides provided to partners and customers).

2. Pure Storage Partner Training Materials: Official training modules for implementation specialists consistently emphasize opening an "Install Case" via the Pure1 portal as a primary step before commencing any physical or logical configuration of a new FlashArray. This is presented as a best practice for managing the deployment lifecycle.