Everything you need to know about obtaining Technical Support from Symantec
Enterprise Support Services offers a portfolio of options designed to maximize uptime and reduce your internal IT costs. Our Support organization is dedicated to resolving your issues quickly and effectively. We view every support engagement as an opportunity to demonstrate our commitment to customer satisfaction. You can count on us to help you receive the most from you Symantec technology investments.
The following documentation has been made available to help you quickly address questions relating to your terms of service.
- Enterprise Technical Support Policy
- Enterprise Support Services Handbooks
- Global Escalation Process
- Support Terms & Conditions
- Remote Access Standard Terms
- Local Language Support
- Support Extensions
- Courtesy and Temporary Entitlement Support
- Renewing Support Contracts
- End-of-Life Policy
- Business Critical Services
Enterprise Technical Support Policy
The Policy describes the Support Services we provide to business customers for Software covered under active Support Agreements.
- Technical Support Policy (PDF) - English
- Technical Support Policy (PDF) - Hebrew
- Technical Support Policy (PDF) - Indonesian
- Technical Support Policy (PDF) - Thai
- Technical Support Policy (PDF) - Turkish
- Techincal Support Policy (PDF) - Japanese
Enterprise Support Services Handbooks
Select the handbook for your service offering below to learn more about how to best leverage your Symantec Enterprise Support Services contract and valuable information on how to access the support services available to you.
- Essential Support and Basic Maintenance Handbook (PDF)
- Business Critical Services Handbook (PDF)
- Customer Success Handbook (PDF)
Global Escalation Process
Symantec is committed to delivering high-quality products and support to our enterprise customers and partners. In the event that you need to escalate a case, our senior technical staff is ready and available to help you quickly bring your issue to closure.
- Global Escalation Process Guide (PDF)
- Email Security.cloud and Web Security.cloud Escalation Process
Support Terms & Conditions
Select a service offering below to learn more about the terms and conditions of a particular support level.
Remote Access Standard Terms
In order to help you resolve technical issues, Symantec may offer remote diagnostics and troubleshooting. Before implementing such remote access we will require your express consent to the service terms.
Local Language Support
While English is the primary language used to provide technical telephone support, Symantec also offers local language support in certain non-English speaking regions. For more information, please reference our local language table.
The Support Extensions Program is a suite of services designed to meet the changing support needs of customers on older versions of our software. See details on the services and the products covered.
Courtesy and Temporary Entitlement Support
Please review accompanying document for terms and conditions regarding Symantec Enterprise courtesy and temporary entitlement support.
Renewing Support Contracts
The Global Enterprise Renewals Policy provides renewal guidelines for our Enterprise customers and includes useful renewal-related information on pricing, term, SKU guidelines, reinstatement and compliance.
The following identify key dates for platforms and software that have reached end-of-sale, end-of-maintenance, or end-of-life in their product life cycle.
End-of-Life Policy FAQ (PDF) (effective October 5, 2015)
To find out more about Symantec support contracts, visit Essential Support.
Business Critical Services
The following service descriptions will provide you with additional information on the Business Critical Services offerings displayed on the face of or in the body of your Certificate. Please select one of the descriptions below that corresponds to the offering(s) that you purchased.