Symantec Technical Support maintains support centers globally. Technical Support’s primary role is to respond to specific queries on product feature/function, installation, and configuration, as well as to author content for our online Knowledge Base. Technical Support works collaboratively with the other functional areas within Symantec to respond to your questions in a timely fashion.
Symantec’s maintenance offerings include:
A range of support options that give you the flexibility to select the right amount of service for any size organization
Telephone and Web support components that provide rapid response and up-to-the-minute information
Upgrade insurance that delivers automatic software upgrade protection
Global support that is available 24 hours a day, 7 days a week worldwide in a variety of languages for those customers enrolled in the Platinum Support Program
Advanced features, including Technical Account Management
Please visit our Web site at www.symantec.com/techsupp/ent/enterprise.html for information on Symantec’s Maintenance Programs. The specific features available may vary based on the level of maintenance purchased and the specific product that you are using.
Customers with a current maintenance agreement may access Technical Support contact details online at www.symantec.com/techsupp/ent/enterprise.html. Maintenance Customers may also contact Technical Support through Symantec’s e-service site at https://www-secure.symantec.com/mysymantec/.
Before contacting Technical Support, make sure you have satisfied the system requirements that are listed in your product documentation. Also, it is helpful to be at the computer on which the problem occurred, in case it is necessary to re-create the problem.
When contacting Technical Support, please have the following information at hand:
Product release level
Available memory, disk space, NIC information
Version and patch level
Router, gateway, and IP address information
Error messages/log files
Troubleshooting performed prior to contacting Symantec
Recent software configuration changes and/or network changes
If the product that you are implementing requires registration and/or a license key, the fastest and easiest way to register your service is to access the Symantec licensing and registration site at www.symantec.com/certificate.
To contact Enterprise Customer Service go to www.symantec.com/techsupp/ent/enterprise.html and select Contact Customer Service. Customer Service is available to assist with the following non-technical questions:
Product licensing or registration questions
Registration updates e.g. address or name changes
General product information (features, language availability, local dealers)
Information on product updates and upgrades
Information on upgrade insurance
Information on Symantec’s Value License Program
Advice on Symantec’s technical support options
Missing or defective installation media/CD-ROMs
Through Symantec Consulting Services, you can receive on-site technical expertise from Symantec and/or its trusted partners. Our consulting services focus on solutions that give organizations the ability to converge their systems, storage, and security management disciplines into one holistic infrastructure. This makes it easier for you to realize the full benefits of Symantec technology and accelerate your return on investment in managing your IT life cycle from initial deployment to retirement.
Symantec Consulting Services offer a variety of pre-packaged and customizable options that include assessment, design, implementation, monitoring and management capabilities, each focused on establishing and maintaining the integrity and availability of your IT resources. Please visit our Web site to request information on Symantec Consulting Services at http://sea.symantec.com/requestconsulting.
If you want to contact Symantec regarding an existing maintenance agreement, please contact the maintenance agreement administration team for your region as follows:
Asia-Pacific & Japan
Europe, Middle-East, and Africa
North America & Latin America