Symantec Corporation (“Symantec”) and Broadcom Inc. (“Broadcom”) recently announced an agreement pursuant to which Broadcom will acquire certain assets and assume certain liabilities related to Symantec’s enterprise security business (“Enterprise Security”). As part of the transition process, as of the transaction closing date of November 4, 2019 there will be several changes to how customers request and receive Enterprise Technical Support.
Please reference the below FAQ for details regarding these changes and subscribe to this article to receive notifications as additional details are published.
Is there a preferred support channel Symantec recommends using?
While all support channels will continue to be available including phone, chat and web after November 4th due to the anticipated higher than normal phone hold times during the transition period, customers are encouraged to open severity 2 – 4 cases via the web (MySymantec). For severity 1 cases, please reference the below FAQ. Refer to the Support Reference Guide for case severity definitions.
IMPORTANT: Please note phone support will be available in English only.
How do I receive support on severity 1 cases?
For all severity 1 cases, customers are encouraged to contact their TAM/DSE for immediate assistance. Customers without an assigned TAM/DSE should phone support directly and speak with a Customer Care Agent or leverage the “leave a message” option presented in the IVR system.
The IVR system is requesting I enter my Support ID, where can I locate this number?
The customer Support ID (SID) can be located in a number of ways:
Listed on the e-fulfillment letter at the time of purchase
Our goal is for this to be a seamless transition as possible, however during the transition period there may be a disruption in how customers request support. Please know we value our customers business and we’re working aggressively to integrate the Symantec Enterprise Security business with Broadcom as quickly as possible after which time additional details regarding how to request and receive support will be communicated.
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