I want to know more about obtaining technical support from Symantec
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.
- Technical Support Terms & Conditions
- Technical Support Documentation
- Related Symantec Policies & Information
- Premium Support Information
- Escalation Process
Technical Support Terms & Conditions
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 subscription 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.
For Cloud products, you should consult the relevant product Service Description available at the License and Service Terms & Repository page. For legacy Blue Coat cloud services, you may download the Terms and Conditions document in the Download Files section below or in the sidebar.
Technical Support Documentation
The following information details technical support guidelines for Symantec products:
This handbook contains important information on the procedures and practices related to obtaining 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.
Eligibility for Support
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.)
Support Delivery Types
Symantec offers extensive self-help resources including:
- Knowledge Base – Search our technical support knowledge base to find solutions and perform self-help.
Tip: Once on the Symantec Support home page, search using your product name to access your product’s support landing page, such as https://support.symantec.com/en_US/endpoint-protection.html
MySymantec – 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, or 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 software 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:
- Hot Fixes
- Maintenance Packs
- Major and minor releases
- New Products
- 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.
Eligible Customers with entry-level Maintenance that includes technical support and those with Premium Support 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.
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.
- Serial Number: A unique identifier assigned to your product and associated with your organization. You will need your Serial Number to activate your product and for some products it may be required to access technical support.
- Process: When you contact Symantec by phone or via MySymantec, you will be required to provide your Support ID or your Serial Number. 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 Definitions
- 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: A problem where your business operations have not been adversely affected.
Severity definitions are for guidance purposes only and describe in general terms the impact a problem may have on business operations. While cases of all severities may be logged on a 24x7 basis, case-handling priority will be given to Severity 1 problems per Continuous Efforts below. For certain products, this means that lower ranked severities may be addressed within regional business hours only.
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 under Severity Level Definitions.
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.
Eligible customers with Essential Support 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.
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 (case number) to each case in our global tracking system.
- 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 the necessary 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.
- Suggestions for new features or enhancements should be submitted through Symantec Connect community forum, and not through the MySymantec portal.
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.
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 15 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 Identity
- 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 or hardware serial numbers
- Network and RDBMS platform
- System configuration
- Software revision levels
- Node ID/Host ID (if applicable)
- Event and Process Information:
- Screen dumps
- 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.
- Select a category
- Provide details
- Submit the case
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: If you have logged a Severity 1 problem, our initial efforts will focus on making your product 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 firstname.lastname@example.org 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].
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 product (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 levels)
- Severity 1: A “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.
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.
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.
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.
Target response: within the next business day
- Stated response times are targets and may vary according to product line.
- Response times for Cloud products may vary by product/service as documented in the relevant Service Description. Technical Support response times are separate to those related to the performance of the cloud product/service.
- Response time targets for Symantec’s legacy Basic Maintenance offering are generally twice as long as those listed above. (Basic Maintenance was discontinued globally in April 2017).
In the interest of customer satisfaction and efficient case management, a “duty manager” is on call 24x7 as a resource to assist customers who may feel that the severity of their issue has not been accurately characterized, or the response has not been within the stated timelines.
To expedite the resolution or elevate the severity of a reported problem, Symantec encourages customers to contact the on-call duty manager. This can be done by making the request to the technical support engineer to whom the case is assigned or by calling the 24/7 global on-call duty manager contact line at: +1 (408) 541-3700 (worldwide), or relevant local phone numbers. The duty manager role is not intended as a replacement to the existing Symantec support processes, rather a resource customers may turn to for additional management focus.
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 case number
- Clear contact information in the event of call-back which includes:
- Primary contact name
- Primary contact telephone number
- E-mail information
- Alternative contact(s) in the event of unavailability of the primary contact
Note: The Symantec Email Security.cloud and Web Security.cloud (formerly MessageLabs) escalation process is defined separately here.
Software Best Practices
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.
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.
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 will answer your questions promptly.
- Symantec Hardware Warranty
- Hardware Warranty Information
- RMA Information & How To
- HDD Handling: Information & How To
- Gray Market Equipment
Related Policies & Information
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 hardware and software that have reached end-of-sale, end-of-maintenance, or end-of-life in their product life cycle.
- Network Protection (Blue Coat) End-of-Life
- Enterprise Security (Symantec) End-of-Life
- Enterprise Security (Symantec) End-of-Life FAQ
Maintenance Offerings Overview
Symantec provides a range of entry level Maintenance offerings for its software and hardware products. A summary is provided below. More detailed information is available on symantec.com.
On-premises Software Products (Perpetually Licensed & Subscription)
- Essential Support: Essential Support includes the following deliverables as standard for the Maintenance or Subscription term:
- Security Content Updates (for products that require such updates)
- Version Upgrades
- Product updates (patches, enhancements, fixes). Depending on where the software is in its product life cycle, customers will receive or have access to bug fixes and patches to address problems with the software (Symantec may provide the customer with a hot fix to address an issue specific to the customer; or the customer may download certain patches or bug fixes from our knowledge base).
- 24X7 technical support by phone and online - Symantec will provide support on a continuous efforts basis upon the customer’s request for severity level 1 cases only (only upon request and per definition provided in the continuous efforts section of this guide). Customer will have access on a 24x7x365 basis to the Symantec technical support website.
- Online resources – MySymantec (first time users will need to create an account), Support Knowledge Base, eLibrary, Connect.
- Customers may designate up to six (6) designated contacts per title of software.
- Note: Symantec has discontinued its Basic Maintenance offering. Basic Maintenance was originally designed for use within non-business critical environments. This offering provided access to technical support during local business hours only, a 60 minute response time (Severity 1 incidents) and 2 designated contacts. Find Basic Maintenance End-of-Life information here.
Symantec’s Hardware Support options are designed to meet customer hardware support needs.
All options (Standard, Standard Plus, Advanced, Premium, Premium Plus & Software Support) include the following:
- 24x7 support by phone and online
- Online resources – MySymantec (first time users will need to create an account), Support Knowledge Base, eLibrary, Connect.
- Major, minor and maintenance releases of Operating System software
- Hardware replacement services (per purchased hardware support option):
- Standard: Return to Factory (RTF)
- Standard Plus: Same Day Shipment (SDS)
- Advanced: Next Business Day Arrival (NBD)
- Premium: 4 Hour Arrival during Regular Business Hours (9x5x4hrs)
- Premium Plus: 4 Hour Arrival, 7 Days a Week (24x7x4hrs)
Symantec has a broad range of multi-vendor collaborative support arrangements, including via TSANet. Symantec will typically leverage these collaborative support arrangements if our customers experience interoperability problems between Symantec software and products from other vendors.
If we determine that the problem may be related to a product from a vendor that we do not have a cooperative support relationship with, we may ask you to request such vendor to work with us to address the problem. If the issue relates to the third party product and not to the Symantec product, then the third party vendor (and not Symantec) will determine the progress and resolution of that issue. In the event your issue relates to another vendor’s product and not to your software, then we may transfer your issue to that vendor. In such cases you will need to work directly with that vendor to resolve your issue.
The Symantec Customer Care team responds to non-technical licensing and serialization questions related to Symantec's enterprise products. These may include license activation, software version upgrades, product access and renewals. Should you require assistance in any of these areas, please visit Symantec Enterprise Customer Care at: http://my.symantec.com/
A Maintenance term is typically 12 months. A renewal is an extension of your Maintenance term for a specified renewal period of 12 months or longer. You will not be entitled to receive any technical support once your Maintenance expires. However, you may still access our online knowledge base and those bug fixes and patches that we make generally available to all licensees regardless of whether that licensee has current Maintenance. For more information on renewals, refer to the Maintenance Policy Handbook or visit: https://www.symantec.com/support-center/renewals.
Support for Acquired Products
This handbook does not cover any offerings other than Symantec’s commercially available entry-level Maintenance offerings.
Symantec offers education and training courses covering product familiarization via Symantec Education Services. Information regarding Symantec Education Services is available at: https://www.symantec.com/services/education-services. These offerings provide a principal source of knowledge, insight, and skills to help you design, build, secure, and manage your IT environment and Symantec products.
No matter where you are in your system cycle—implementation, upgrade, or optimization— we have a fast four-step model to assess your educational needs, design and deliver your training, and review your preparedness. You benefit from the most up-to-date training available on Symantec products, certified instructors, and flexible delivery options.
Third Party Products
Symantec may offer to sell third party support for certain third party branded products. If our customer elects to purchase such third party products and third party branded support, such support will be provided solely according to the terms and conditions of the applicable support agreement with that third party. The information published here will not apply to the delivery of such third party branded technical support.
Premium Support Information
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
- Premium Support TAM Datasheet [brief overview]
- Premium Support CSM Datasheet [brief overview]
- Premium Support Frequently Asked Questions
- Premium Support Handbook [detailed guide for customers]
- Terms & Conditions
- Legacy Technical Support Policies & Information
Cloud_Support_Terms_160901.pdf (277.1 KB)