The nature of Symantec Workflow and ServiceDesk products raise some questions regarding what are the expectations of Symantec Technical Support staff. Given the breadth of, and easily customized nature of these two products, it is important to define guidelines for the support of these products.
It is the primary focus of Symantec Technical Support to assist customers in installation, basic configuration and component break/fix situations. Below is the Supportability Statement for Symantec Workflow and ServiceDesk:
In accordance with the Symantec Enterprise Support Policy, support for ServiceDesk content includes the following:
Installation for the product, and its related technologies (Workflow)
Best effort support for user customizations of unlocked packages. (Feeder forms, Email Monitor, etc.) Best effort support does not include design assistance.
Integrations to other Symantec products as included in the released packages.
Integrations to non-Symantec products as included in the released packages.
Environmental configurations as documented in the Release Notes or Installation and Configuration Guide
ServiceDesk support does not include the following items:
Assistance for customizations of default locked packages. (Customer must replace any customized packages that are locked by default, with the original locked versions)
Implementation configurations outside those that are outlined in the release notes or Installation and Performance Guide. For example, support does not include such services as IIS configuration or AppPool account authorization. Customer is expected to make a best effort to review the Knowledge Base for solutions to configuration problems as well.
Custom configuration of associated Symantec and non-Symantec products. Beyond basic installation, we recommend involving a consultant to meet the configuration needs of your business environment.
Scalability design not already documented in Installation and Performance or User's Guides.
In accordance with the Symantec Enterprise Support Policy, support for Workflow content includes the following:
Installation assistance of base product.
Integrations to Symantec products as provided in formal releases, or provided as formal add-ons by product or solution. (e.g., If Asset Management ships with Workflow add-ons, they will be supported)
Integrations to non-Symantec products as included in the base installation.
Environmental configurations as documented in the Release Notes or Installation and Configuration Guide.
Component-based failures (e.g. if the Dialog Workflow component fails to timeout correctly, that is a component failure, and is supported).
Workflow support does not include the following items:
Custom Package Design Support (Project Design Assistance).
Implementation of externally necessary applications and configurations outside those that are outlined in the release notes. (e.g. support does not include such services as IIS configuration or AppPool account authorization)
Custom configuration of associated Symantec and non-Symantec products not explicitly outlined previously
Scalability outside of the Installation and Configuration Guide.
As needed, support may present projects or packages as examples of a certain process and component usage. These projects are for training and example purposes only and are not supported by Symantec. They may be used as examples of how to approach a particular problem or idea in a process, but may not always be considered best practice.
Imported Document ID: HOWTO92270
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