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.

Beginning on January 15, 2011, the documents listed below will require you to be logged into SymAccount to access: 

• Essential Support and Basic Maintenance Handbook 
• Business Critical Services Handbook 
• Global Escalation Process Guide 
• Remote Access Standard Terms 
• Local Language Support Table 

If you already have a SymAccount login there is nothing further that you need to do. If you wish to create and activate a new SymAccount account please visit SymAccount - Create Account . If you have an account and wish to reset the password please visit SymAccount - Forgot Password 

Thank you for your co-operation as we enhance your customer support experience.

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.
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

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.

Essential Support and Basic Maintenance Handbook (PDF)
Business Critical Services Handbook (PDF)
Customer Success Handbook (PDF)

Global Escalation Process Guide
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 (PDF)


Change to End of Life Policy
Symantec is announcing a change to the End of Life (EOL) policy effective October 5th 2015.
End of Life Policy FAQ (PDF)

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

Find support for another Symantec product

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.

  BCAM Add-On Service Description

  Customer Success Advanced Service Description

  Named BCE Add-On Service Description

  Premier Service Description

  Proactive Services Service Description

  Product Family Add-On Service Description

  Remote Call Center Add-On Service Description