Hi Connect Community,
We realize you may have questions about support now that Symantec Enterprise Division (SED) is a division of Broadcom. I hope that the below information is helpful and please reach out with questions if this does not give you the information you need.
While we transition applications and systems, we strongly encourage you to leverage our online resources for creating and managing support cases. Customers with Premium Support will be contacted by their Customer Success Managers and Designated Support Engineers (formerly known as Technical Account Managers).
There will be several changes to how customers request and receive Enterprise Technical Support. The full details are posted both in INFOARTICLE 5569 and TECHARTICLE 236428 ; please subscribe to those articles for continued updates. Here is a quick summary:
Is there a preferred support channel Symantec recommends using?
While all support channels will continue to be available including phone, chat and web, customers are encouraged to open severity 2 – 4 cases via the web (MySymantec). 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.
How long will the call back process be in place?
Our goal is for this to be as seamless of a 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. Once integrated, we will provide additional details regarding how to request and receive support.