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.
Please start with our customer QuickReference which provides critical information as well as links to key resources.
Quick Reference
Our Customer QuickReference is designed to provide you all of the information you need to obtain support from Symantec.
The following documentation has been made available to help you quickly address questions relating to your terms of service.
Technical Support Policy
The Symantec Technical Support Policy contains information and guidelines related to service level goals, areas and limitations of coverage and definitions of service. This policy is subject to change at any time, at Symantec's discretion.
Technical Support Policy (PDF)
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)
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.
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