What is the Support Policy for Symantec Messaging Gateway (formerly Symantec Brightmail Gateway), Symantec Web Gateway, and Symantec Traffic Shaper (formerly Symantec Brightmail Traffic Shaper), when a hardware or software change is requested?
The following items outline the Symantec Policy for Symantec Messaging Security Appliances and they are valid for all customers:
No hardware, including RAM, can be replaced or added.
No root access can be enabled or obtained.
The installation of third party software is unsupported.
The installation of software diagnostics tools is unsupported.
Batteries can be replaced at the direction of the hardware support vendor.
Only the vendor can instruct customers to reseat hardware parts during troubleshooting.
The software will not be installed/supported under non-standard hardware platforms.
NOTE: Non-adherence to these policies will take the appliance out of full support. This is also know as 'best effort' support. If an appliance is not under full support, Symantec can require a customer to restore the appliance to its unmodified state before providing any additional support.
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