Symantec Security Expressions Server - Manual (Page 11)

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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 features and functionality. The Technical Support
group also creates 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 assurance that delivers automatic software upgrade protection
• Global support that is available 24 hours a day, 7 days a week
• Advanced features, including Account Management Services
Contacting Technical Support
Customers with a current maintenance agreement may contact Technical Support at
[email protected].
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 replicate the problem.
When you contact Technical Support, please have the following information available:
• Product release level
• Hardware information
• Available memory, disk space, and NIC information
• Operating system
• Version and patch level
• Network topology
• Router, gateway, and IP address information
• Problem description:
• Error messages and log files
• Troubleshooting that was performed before contacting Symantec
• Recent software configuration changes and network changes