Support Fundamentals

Support Fundamentals

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

The Policy describes the Support Services we provide to business customers for Software covered under active Support Agreements.

Refer to your local language site for the following translations: Simplified Chinese, French, German, Italian, Japanese, Korean, Portuguese, Russian, and Spanish.

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.

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)

Support Terms & Conditions

Select a service offering below to learn more about the terms and conditions of a particular support level.

Basic Maintenance/Essential Support (PDF)

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.

Remote Access Standard Terms (PDF)

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.

Local Language Support Table (PDF)

Support Extensions

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.

Courtesy Support Terms and Conditions (PDF)

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.

Global Enterprise Renewals Policy

Change to End of Life Policy

Symantec is announcing a change to the End of Life (EOL) policy effective October 5, 2015.

End of Life Policy FAQ (PDF)

To find out more about Symantec Contracts, visit Support & Maintenance 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.