Enterprise Support policy for creation and modification of filtering policies within Messaging and Groupware products
Last Updated July 29, 2018
Support is required for creation and/or testing of custom content filters
Support is needed for the troubleshooting of custom content filters
Symantec Messaging and Groupware families
Symantec Product Management added the content filtering features into messaging and groupware products to be able to allow customer administrators more powerful tools and functionality, to customize filtering more uniquely to their own environments, and as an adjunct to increase the efficacy of the filtering products.
The content filtering tools and features are very complex, and they can be created and modified in a myriad of ways. This is extensively documented in the Administration guides with many examples. As such, administrators should consult the documentation and/or other advanced resources publicly available in the creation, modification, and fine-tuning of their own custom content filters.
It is Symantec Support’s policy to not assist in the creation of custom content filtering policies. To do so would consist of a level of customization that could result in Symantec Corp. being held liable for any damages or loss of business that resulted in the misconfiguration of a given custom content filtering policy, and this work is considered to be consulting or professional services work, and is outside the scope of product support. Symantec support will do troubleshooting of custom content filters that appear to be defects. However, it is beyond the scope of Symantec support to troubleshoot or fine-tune custom content filters to customize them for a customer’s environment, or because there is a lack of understanding of all the complexities that are involved with this
Exceptions to this particular statement would be product defects. Some examples:
When the conditions configured with the content filtering policy are correctly getting triggered on (ex: attachment is a zip and a zip attachment is properly detected), and the action is not being properly performed (ex: it is configured to quarantine the attachment and instead delivers it to the downstream recipient.) In the event that happens, please contact Symantec Technical Support for assistance.
If the malfunctioning filtering policy in question is one of the default policies that ships with the software.
Creating and applying a custom content filter causes something to malfunction or the GUI to become unresponsive.
Choices that are supposed to be available are not working or not available in the GUI.
Imported Document ID: TECH164784
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