Your Maintenance offering entitles you to access Symantec technical support expertise 24x7x365. Symantec’s technical support is designed to maximize uptime and reduce your internal IT costs. Our Enterprise Customer 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 your Symantec technology investments. Please refer to the information below for more about Symantec's enterprise technical support.
The following documentation has been made available to help you quickly address questions relating to your terms of service.
Symantec’s Technical Support Terms & Conditions describe the scope of and conditions under which Symantec supplies technical support to eligible customers (customers with current Maintenance that includes technical support) for those Symantec products that are used in a supported configuration and in accordance with the terms of their License Agreement , documentation and associated policies, including the End of Life Policy.
You may download the current Technical Support Terms & Conditions document in the Download Files section below or in the sidebar, where you will also find terms and conditions for Cloud Service available as a separate document.
The following information details technical support guidelines for Enterprise Security products:
This handbook contains important information on the procedures and practices to follow relating to the provision of technical support for your Symantec products. Following the processes described in this Handbook will improve your support experience when contacting us for assistance or when using our online resources. Symantec reserves the right to make changes to this handbook and related processes at any time. The content in this Handbook does not apply to:
Symantec’s Norton (Consumer Security) software products
Products acquired by Symantec pursuant to an acquisition of a company or product line (each, a merger & acquisition company) are not included until such time as the products from such merger & acquisition are designated by Symantec to be covered by this policy by offering Symantec’s standard Maintenance/Support offerings for such products.
Customers must have current Maintenance for their product in order to access technical support. This handbook does not replace the contractual terms and conditions under which you acquired specific Symantec products and/or technical support.
What’s not supported
Symantec is not obligated to provide product installation, configuration or implementation as part of your technical support under your purchased Maintenance offering. However, we will answer specific questions related to these tasks. We will not tell you how to execute an upgrade, or walk you through installation steps.
The Support Extensions Program is a suite of services designed to meet the changing support needs of customers on a very limited set of older versions of our software.
Courtesy and Temporary Entitlement Support
Courtesy support is provided at Symantec’s discretion. Please review accompanying document for terms and conditions regarding Symantec Enterprise courtesy and temporary entitlement support. (Courtesy Support Terms PDF, available in the Download Files section below or via the sidebar.)
Web-based: Symantec offers extensive self-help resources including:
MySymantec is your online resource for all enterprise technical support-related needs and non-technical enquiries. First-time users will need to create an account. Once logged on you can search our technical support knowledge base to find solutions and perform self-help. (Tip: Search using your product name to access your product’s support landing page, such as https://support.symantec.com/en_US/endpoint-protection.html) You may also electronically create, submit, track, manage, and close technical support cases.
Symantec Connect: Use the Connect community forum on a 24x7x365 basis, to meet other customers to collaborate, learn and share best practices, network, and stay up-to-date on the latest Symantec products. By joining a group in the Connect community, you have the ability to engage in online conversations with users and stay up to date on current news and events.
SymDiag: The Symantec Diagnostic Tool (SymDiag) is a multi-product, multi-language diagnostic and security analysis utility. SymDiag is designed to provide self-help support for Symantec product technical issues, zero day threat analysis, best practice recommendations and proactive services to customers. If further assistance is needed, SymDiag lowers customer effort and increases support efficiency by providing automated data gathering and support case submission
Technical Alerts: Symantec support alerts are subscription-based, allowing customers to subscribe and unsubscribe at any time to bulletins regarding one or more Symantec products. Symantec's Enterprise Support News Bulletin is an opt-in service delivering consistent, proactive Symantec Enterprise product information to all customers with current Maintenance. The Alerts feature can be found on any product support landing page such as (https://support.symantec.com/en_US/endpoint-protection.html) and alerts can be subscribed to by clicking on the “Subscribe to Alerts” link. Available alerts generally include the following but may vary slightly from product to product:
Major and minor releases
General Support Topics: A notification is sent for general topics such as Version Support Policies for products, the introduction of new services, and changes to existing services.
By Phone: Eligible Customers with entry-level Maintenance that includes technical support and those with premium offerings may call Symantec with technical support issues on a 24x7 basis. A list of global contact numbers can be located at https://support.symantec.com/en_US/contact-support.html. Symantec offers toll-free phone support in certain areas; you will be responsible for all other charges you incur (for instance toll calls, Internet services, postage and postage insurance).
Symantec provides technical support in English. We will use commercially reasonable efforts to provide non-English language support during regional business hours, subject to our having available resources. For more information, refer to the list of global contact numbers at https://support.symantec.com/en_US/contact-support.html.
Definition: Your designated contacts will act as a liaison with Symantec technical support staff. The number of designated contacts you are entitled to appoint is based on the Maintenance offering you purchased for your product. Your designated contacts must have a thorough understanding of the specific Symantec product that is the subject of the technical support case, along with applicable technical and product knowledge needed to assist with the timely resolution of a case. If we believe your designated contact lacks the necessary technical and product knowledge to help address the problem, we may request that you replace your designated contact with someone who has more technical or product knowledge to help progress the case. When you log your case, you may identify specific individuals as your designated contact(s) for that case. If qualified designated contacts are not available throughout the problem troubleshooting process, Symantec’s ability to assist you will be adversely affected.
Managing Your Designated Contacts: You must register your designated contacts via the Symantec Licensing Portal on MySymantec. Details on how to add or change designated contacts can be found at https://support.symantec.com/en_US/article.HOWTO42525.html.
Support ID: your organization is provided with a unique identifier called a Support ID.
Support Contact ID: your Support Contact ID is a unique identifier assigned to you, the designated contact within your organization.
Process: When you contact Symantec by phone or via MySymantec, you will be required to provide your Support ID. You will also be asked to provide your Support Contact ID. These IDs help us verify whether you are entitled to receive technical support, what level of support you are entitled to receive, and connect you to the right technical support engineer.
Problem Severity Definition for Enterprise Security Software
Severity 1: “Severity 1” or “Severity Level 1” means a problem has occurred where no workaround is immediately available in one of the following situations: (i) your production server or other mission critical system is down or has had a substantial loss of service; or (ii) a substantial portion of your mission critical data is at a significant risk of loss or corruption.:
Severity 2: A Problem has occurred where a major functionality is severely impaired. Your operations can continue in a restricted fashion, although long-term productivity might be adversely affected.
Severity 3: A Problem has occurred with a limited adverse effect on your business operations.
Severity 4: Problem where your business operations have not been adversely affected
Assigning Severity Levels: As a designated contact, you are responsible for determining the initial severity level of each problem you log with us. The severity level reflects your assessment of the potential adverse impact to your business and needs to match the definitions described in the Severity Level Definitions section. If we determine that the severity level assigned to your case does not align with our definitions, we will re-categorize it to reflect those definitions. As your case progresses, the seriousness of your problem may change and may no longer match the initial severity level you assigned. In such cases, we will also reclassify your case, to reflect our definitions, and will handle your case in accordance with the corrected severity level.
Continuous Efforts: Eligible customers (ie those with Essential Support) customers may request that Symantec provide “continuous efforts” to work on a severity level 1 case. Continuous efforts means that our technical support personnel will provide uninterrupted efforts 24 hours a day including weekends and holidays to address a severity 1 case. If you request continuous efforts, our ability to provide such continuous efforts will depend on the availability of your designated contact to continue problem resolution. If you do not request continuous efforts, or if your designated contact is not available to help us, work on your case will stop at the end of your regional business hours, and resume at the start of the next business day for your region. Continuous efforts will generally be performed in English outside of regional business hours where we may provide specific language support. Note that our initial efforts will focus on making your Symantec software operational, and there may be temporary degradation in performance while we continue to work to address your problem. Continuous efforts applies to severity 1 problems only.
Overview: If you identify a problem with your product, you should contact us via MySymantec or by phone to open a technical support case. Once verified as eligible for technical support, you will need to provide us with all relevant diagnostic information that we may require to replicate or address your problem -- such as product or system information, log files, configuration information, error messages, and details about your releases or software version upgrades installed. You will need to initiate a separate case for each problem, and we will assign a unique case identification number to each case in our global tracking system.
Opening a Case: When you wish to open a case you are required to provide your Symantec Support ID and Contact ID. One of our technical support engineers (TSEs) will prompt you for additional information about the problem you are reporting. Symantec uses this information to categorize your case and route it to the appropriate support staff to address the problem. Your case will be logged in our technical services case tracking system, at the severity level indicated by you and you will be provided with a case number. You will need to use this case number in all future interactions with us about that case.
Acknowledgement: Case management is broken into several key activities. The first activity is when we acknowledge that you have contacted us by phone or via MySymantec about a problem. Our goal is to acknowledge your request for assistance within 5 minutes. When we acknowledge the problem electronically or by phone, we will verify your entitlement to receive technical support, and note the severity level you assign to the problem. We will ask your name to verify whether you are a designated contact, and will ask for additional required information. We will open your case, log it into our global tracking system, and assign a case number. A Reference ID will be included in the acknowledgement email sent by Symantec, and should look like the following: [ref:00DWwsPa.500W2oPps:ref].
By Phone: Please provide us with the following information when reporting a problem by phone and ensure you have direct access to the systems you need us to troubleshoot:
Your Symantec Support ID (the unique set of letters or numbers assigned at the time of purchase)
Company & Contact Information
Your Company name
Confirmation that you are a designated contact for the Symantec product in question
Name, email address, phone and extension, or pager number
Concise summary of the problem you are experiencing
System and product Information
System type and operating system/version
Software serial numbers
Network and RDBMS platform
Software revision levels
Node ID/Host ID (if applicable)
Event and Process Information
Severity Level: Refer to Severity Definitions and assign a severity level for your problem
Via MySymantec: When you log a case via MySymantec: you will need to follow this basic 3 step workflow.
STEP 1: Select a Category
STEP 2: Provide Details
STEP 3: Submit the Case
Note: When submitting a case, we may offer you some suggestions from our knowledge base which may assist in resolving this problem directly without the need to open a case. If these suggestions do not resolve the problem, then you will be directed to provide your contact details and to provide a brief summary of the problem you are experiencing. Once you complete and submit this information, you will receive an 8 digit case number immediately. We will contact you based on the target response timeframes for the severity level of your problem and per your purchased Maintenance offering. You will be able to communicate on-line via MySymantec with the technical support personnel assigned to your case and track the status of all your open cases.
Troubleshooting: The technical support engineer (TSE) assigned to your case will ask you specific questions about the problem you are experiencing to assist them in diagnosing the problem. By supplying as much information as possible, you can help the TSE make progress in addressing your case. The TSE will work to isolate the cause of the problem, which may involve you answering further questions, running diagnostics, applying patches, remote access, etc. When the specific cause of your problem is known, the TSE will provide a workaround or other solution, or may also work with you to develop a plan of action outlining expected steps towards addressing your problem. Symantec will track and log steps taken in our case management system, which can be viewed on MySymantec. In addition, you may view case notes and communicate with the TSE via MySymantec. Symantec will use commercially reasonable efforts to carry out the related activities within the targeted timeframes. However, Symantec has no obligation to meet any specific time frames. Note, that if you have logged a severity 1 problem, our initial efforts will focus on making your software operational, and there may be temporary degradation in performance while we continue to work to address your problem.
Monitoring and Updating a Case: The TSE managing your case will update you on your case’s status and maintain a current plan of action. You are able to monitor the status of the case and interact with the assigned TSE via MySymantec. If you need to call technical support regarding an open case, you will need to provide your case number to the support representative who will transfer your call to the TSE managing your case. If that TSE is unavailable, you can leave the TSE a message, or alternatively have the option to be transferred to the next available TSE. You may also update your open support Case via email to email@example.com with the Reference ID in the subject line or body of the email. The Reference ID is in the acknowledgement email sent by Symantec, and should look like the following: [ref:00DWwsPa.500W2oPps:ref].
Case Closure: We will close a case under the following circumstances: a) We have provided a solution that addresses your problem; (b) you have told us that you no longer need us to work on the problem; (c) we both agree to close the case; (d) if we have repeatedly tried to contact you about your problem and you do not respond; (e) if we make a good faith determination that the problem is likely not resolvable even with the investment of reasonable time and resources; or (f) if we determine that your software is operating materially in accordance with its documentation. We will consider your problem resolved if (g) we have advised you to download a patch or software version upgrade that we believe will resolve your problem, or (h) we have explained that we may consider addressing your problem in a future release, (i) we feel the problem is not caused by the Symantec software (j) a work- around mitigates the issue or (k) that we are closing your case for other reasons under our standard business processes. If you still need assistance on the same problem after we have closed a case, you may open a new case, which we will cross-reference with your original case.
Response Times: Based on severity level for enterprise security software:
“Severity 1” or “Severity Level 1” means a problem has occurred where no workaround is immediately available in one of the following situations: (i) your production server or other mission critical system is down or has had a substantial loss of service; or (ii) a substantial portion of your mission critical data is at a significant risk of loss or corruption. Essential Support target response (following acknowledgement) within 30 minutes.
Severity 2: A problem has occurred where a major functionality is severely impaired. Your operations can continue in a restricted fashion, although long-term productivity might be adversely affected. Essential Support target response within 2 hours.
Severity 3: A problem has occurred with a limited adverse effect on your business operations. Essential Support target response by the same time the next business day.
Severity 4: Problem where your business operations have not been adversely affected. Essential Support target response within the next business day.
Note: Response time targets for Basic Maintenance are generally twice as long as those listed for Essential Support. Basic Maintenance a legacy Maintenance offering with business hour support that was discontinued globally in April 2017
Note: suggestions for new features or enhancements should be submitted through Symantec Connect community forum, and not through the MySymantec portal.
Escalation Process: Symantec is committed to delivering high quality products and technical support to our customers. In the event that you have questions about or are not satisfied with the way your case is being handled, please contact Symantec technical support using the normal process, and request to speak to a duty manager. Additional details on the global management and escalation process can be found in the Symantec Global Escalation Process Guide. The Symantec Email Security.cloud and Web Security.cloud (formerly MessageLabs) escalation process is defined separately.
Software Best Practices
Recommendations: We recommend that you configure a test system and/or environment that can be used to validate configuration and settings before you install your software in a production environment. A test environment will also allow you to perform troubleshooting outside of your production environment. With respect to some of our more complex products, we may be better able to interface with you and resolve your issue, where you have configured such a test system and/or environment
Supported Configurations and Alternative (Unsupported) Configurations: We will provide technical support for our products when used in a supported configuration. Our products are designed to interoperate with many types of systems, applications, and hardware. Sometimes a customer may choose to use our products in an alternative (unsupported) configuration, namely, an environment that has not been validated, approved, or verified to operate with our products or which does not support such products or only supports limited functionality. We do not support alternative configurations, and we have no obligation to provide technical support for products being used in an alternative configuration. Symantec makes no warranty with respect to use of products in an alternative configuration and any such use is at your own risk. A supported configuration might be converted into an alternative configuration where a vendor modifies one of its components that is part of the original supported configuration. As a consequence, your product would then be operating in an alternative configuration. If you experience a problem with the product in an alternative configuration or if your problem deals with non-standard or non-public functionality (not documented in our manuals or other materials), that was not developed by Symantec or an authorized consulting partner, please contact your Sales Representative or channel partner to determine whether any assistance is available and under what terms.
Optimal Software Performance: Symantec encourages all users to install and configure software products properly and to adhere to security best practices. Customers are advised to always install the latest available upgrades and updates:
Software Version Upgrades: Software product customers with current Maintenance are entitled to receive software version upgrades (these do not include content updates) that become generally available during their Maintenance term at no additional charge. Software version upgrades include major releases and minor releases that are made generally available to the public during the Maintenance term for a specific license of software. Any option or future product that we license and price separately will not be considered a software version upgrade. As upgrades are released, you will automatically receive a version upgrade notification by email which will include your new license information. It will also direct you to the Symantec Licensing Portal on MySymantec, where you can navigate to the Version Upgrade Application. Once you access the Version Upgrade Application, you will be able to download new versions of software and obtain new license keys. If you need assistance with the upgrade process, visit our Upgrading page or contact Symantec Customer Care at: http://my.symantec.com/. To ensure that your software performs at optimal levels, we recommend that you proactively apply applicable software version upgrades as they become commercially available. Select your product and check the latest release details.
Content Updates: Customers with current Maintenance are entitled to receive content updates that become generally available during their Maintenance term, at no additional charge. To better ensure that your software performs at optimal levels, we recommend that you proactively apply applicable content updates if and when they become commercially available.
The following information details the technical support guidelines for Network Protection (former Blue Coat) products:
Questions and requests for assistance for warranty and support contracts are handled through a service request (SR) process. This is typically done by contacting technical support via phone or by opening a service request through the customer support portal, MySymantec (formerly BlueTouch Online). As SRs are opened, technical information about the product, environment, and customer site will be collected, and a “service severity level” is assigned for each case.
Symantec is committed to providing quality technical support to maintain the highest level of customer satisfaction. Symantec’s 24/7 “follow the sun” service model provides customers direct access to our global team of highly experienced and certified technical support engineers. To help expedite customer support, Symantec manages all technical support questions under current Maintenance through a case handling process. When a case is opened, either by contacting technical support by phone or through MySymantec (formerly BlueTouch Online), technical information about the product, environment, and customer site will be verified and a service severity level assigned to the case. Service severity is defined by problem type and technical impact and sets guidelines for response times, update frequency, and escalation time. By setting severity levels, Symantec is able to assign the right resources to any customer call and allow for the timely resolution of technical issues.
Response Time *
Escalation Time **
8 business hours
5 business days
3 business days
10 business days
* S1 and S2 problems must be logged through technical support by telephone, or immediately followed up by telephone if logged through MySymantec, to help ensure the response time target is met.
** Symantec will make every reasonable effort to resolve the reported customer problem, provide a work-around or escalate to the next level within the times listed. Symantec makes no commitment to resolve an issue within a specific time. Response time is the time between initial contact and active engagement by a support engineer or duty manager. The response times stated here are targets only. Actual response times may vary.
Severity 1 requests are responded to on a 24X7 basis.
Severity 2 requests are responded to on a 24x7 basis, as agreed to between the customer and Symantec.
Severity 3 and 4 requests are responded to during normal business hours for the region where the SR was originated.
Preparing Your Request: When contacting the duty manager, please be ready to provide the following. Failure to provide this information may result in longer response times:
A current, active service request number
Clear contact information in the event of call-back which includes:
Primary contact name
Primary contact telephone number
Alternative contact(s) in the event of unavailability of the primary contact
Symantec believes in prompt assistance and transparent communication on every aspect of its hardware technical support—from warranty and contract information to RMA and HDD policies to end-of-life information and documents. Get the details you need right here—or contact us and we’ll answer your questions promptly.
This policy handbook sets forth guidelines for doing business with Symantec and describes Symantec's policies relating to the new purchase and renewal of entry-level Maintenance offerings for Symantec’s hardware and software (on-premises) products.
The following documents 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.
Equip your enterprise with a single point of accountability and security expertise when and where you need it. For more information about our portfolio of Symantec’s Premium Support offerings please refer to: https://www.symantec.com/services/premium-support
Cloud_Support_Terms_160901.pdf (277.1 KB)
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