Symantec Premium Support - List of Covered Products
Symantec offers two (2) Premium Support offerings:
- Premium Support Customer Success Manager (CSM) offering: The CSM serves as a single point of contact to assist customers with feature adoption and maximized usage of their Eligible Products based on success factors established in coordination with the customer. CSM services include account management, case and escalation management and product lifecycle planning. Premium Support CSM offering can also be named: Business Critical Services Account Manager (BCAM).
- Premium Support Technical Account Manager (TAM) offering: The TAM is an assigned product specialist, who serves as a point of contact to assist customers with their Symantec security software lifecycle and manage their overall technical support experience for a specific product family listed below, as selected by the customer to be covered under these services. Premium Support TAM offering can also be named: Business Critical Services Remote Product Specialist (RPS) or Customer Success Select.
NOTE: Customers are encouraged to periodically review this list of covered products, which may be revised and updated by Symantec from time to time without notice.
|YES indicates COVERED | NO indicates NOT covered|
|Covered Solution Family||Covered Products within Solution Family||Covered by CSM||Covered by TAM|
|Advanced Threat Protection (ATP)||ATP: Email, ATP: Endpoint, ATP: Network||YES||YES|
|Cloud Access Security Broker (CASB)||Audit, Detect, Protect, Investigate, Gateway (Gatelet), Security (Securlet)||YES||YES|
|Cloud Workload Protection (CWP)||Cloud Workload Protection||YES||NO|
|Control Compliance Suite (CCS)||Control Compliance Suite, CCS Assessment Manager, CCS Policy Manager, CCS Risk Manager, CCS Standards Manager, CCS Vulnerability Manager||YES||YES|
|Data Center Security (DCS)||Critical System Protection (CSP), CSP Client, CSP Monitoring, DCS Monitoring, DCS Server, DCS Server Advanced, Endpoint Protection for VDI||YES||YES|
|Data Loss Prevention (DLP)||DLP Cloud Prevent for Microsoft Office 365, DLP Cloud Service Connector, DLP Cloud Service for Discovery, DLP Cloud Service for Email, DLP Endpoint Discover, DLP Endpoint Prevent, DLP Network Discover, DLP Network Monitor, DLP Network Prevent for Email, DLP Network Prevent for Web, DLP Network Protect, Information Centric Tagging (ICT)||YES||YES|
|Encryption||Drive Encryption (formerly Whole Disk Encryption), Encryption Management Server (formerly Universal Server), Endpoint Encryption Full Disk Encryption, File Share Encryption (formerly NetShare), Gateway Email Encryption (formerly Universal Gateway Email, Information Centric Encryption (ICE), Key Management Server, Mobile Encryption for IOS, PGP Command Line, PGP Viewer for Android||YES||YES|
|Endpoint Management||Asset Management Suite, Client Management Suite, Deployment Solution, Inventory Solution, IT Management Suite, Mobile Management, Patch Management Solution, Server Management Suite, ServiceDesk||YES||YES|
|Endpoint Protection (SEP)||Endpoint Protection, Endpoint Protection Academic Edition, Endpoint Protection Small Business Edition, Protection Engine for Cloud Services, Protection Engine for Network Attached Storage, Protection Engine for SharePoint Servers, ATP: Endpoint||YES||YES|
|Identity Authentication Services (IAS)||Authentication Service, Validation & ID Protection (VIP)||YES||YES|
|Messaging Security||Email Security.Cloud, Mail Security for Microsoft Exchange, Messaging Gateway for Service Provider, Messaging Gateway powered by Brightmail, Messaging Gateway Small Business Edition powered by Brightmail, Protection Engine for Cloud Services, Protection Engine for Network Attached Storage, Protection Services for Sharepoint, Web Gateway, ATP: Email, ATP: Network||YES||YES|
|Mobile Threat Defense||SEP Mobile||YES||NO|
|PacketShaper||PacketShaper, PacketShaper S-Series, Intelligence Center, Policy Center||YES||YES|
|Proxy||ProxySG, ProxyVA, ProxyAV, Advanced Secure Gateway (ASG), Content Analysis System (CAS), SSLV, Unified Agent, Malware Analysis Appliance, Reporter, Management Center||YES||YES|
|Security Analytics||Security Analytics||YES||YES|
|Web Isolation||Web Isolation||YES||NO|
|Web Security Services (WSS)||Web Security Services (Cloud), Cloud Mobility Service, Hosted Reporting Module, Cloud Services Suite, Cloud Data Protection (CDP), Unified Agent||YES||YES|
Please note that Premium Support will be provided in English. Symantec will make commercially reasonable efforts to accommodate local language requirements, when possible, during local Regional Business Hours; however, some products may only be supported in English. Please refer to the Contact Support page for standard languages and business hours in your region.