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Technical Support
Symantec Technical Support maintains support centers globally. Technical
Support’s primary role is to respond to specific queries about product feature
and function, installation, and configuration. The Technical Support group also
authors content for our online Knowledge Base. The Technical Support group
works collaboratively with the other functional areas within Symantec to
answer your questions in a timely fashion. For example, the Technical Support
group works with Product Engineering and Symantec Security Response to
provide alerting services and virus definition updates.
Symantec’s maintenance offerings include the following:
■ A range of support options that give you the flexibility to select the right
amount of service for any size organization
■ Telephone and Web-based support that provides rapid response and up-to-
the-minute information
■ Upgrade insurance that delivers automatic software upgrade protection
■ Global support that is available 24 hours a day, 7 days a week worldwide.
Support is provided in a variety of languages for those customers that are
enrolled in the Platinum Support program
■ Advanced features, including Technical Account Management
For information about Symantec’s Maintenance Programs, you can visit our
Web site at the following URL:
www.symantec.com/techsupp/ent/enterprise.html
Select your country or language under Global Support. The specific features that
are available may vary based on the level of maintenance that was purchased
and the specific product that you use.
Contacting Technical Support
Customers with a current maintenance agreement may access Technical
Support information at the following URL:
www.symantec.com/techsupp/ent/enterprise.html
Select your region or language under Global Support.
Before contacting Technical Support, make sure you have satisfied the system
requirements that are listed in your product documentation. Also, you should be
at the computer on which the problem occurred, in case it is necessary to
recreate the problem.
When you contact Technical Support, please have the following information
available:
■ Product release level
■ Hardware information
■ Available memory, disk space, NIC information