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.
EUREKA!!!
Today my renewal was finally processed!!
My systems were down for 119 days in total (my license ran out right at the start of the Broadcom takeover...)
Hello Symantec Partners,
We recognize the integration with Broadcom has been challenging for many of you. The migration over to Broadcom systems was more difficult than we anticipated and is taking more time to complete than originally planned but we are working to accelerate the process.
A very important communication went out to all of our partners today with information and tools that will help you. If you did not receive this communication, please find it at our partner portal: https://partnerportal.broadcom.com/en/symantec-partner-portal.html?r=2 under "Announcements". Please take the time to review this document as it will help you with many issues you may be experiencing and also has some very valuable information on moving forward.
One of the key points to know is that we have set up a Partner Help Desk to try and get you answers more quickly. Please email partners@broadcompartnerhelpdesk.com with any questions and we’ll get back to you as quickly as possible. We hope this will expedite answering your questions.
The Symantec Enterprise Division is committed to our partner community, and will be communicating more regularly going forward as we work with you to help service and support our mutual customers.
Thank You!
Amy
You are lucky that you CAN switch - there is nothing on the market that compares with their mail-gateway product. Stopping spam is nowhere near as important as never incorrectly tagging good mail *as* spam - and Brightmail aka SMG is the bees knees.
Yeah - same. Latests info is that Broadcom are dropping entire classes of customers, so it is looking like we are never going to get renewals.
I fear I am going to be in the same position as the above....6 days to go and no sign of being able to purchase any renewal....
I've been watching this thread in hopes of a light at the end of tunnel for simple licensing renewals. We have 100+ seats (small i know compared to many of you here). After personally speaking with 3 different quote "Symantec Partners" all are saying the same thing.. they have been unable to get quotes written from Symantec. This includes 1 Platinum Partner and 2 Silver Partners - all 3 listed on the Symantec Partner page that we're supposed to be referring to. I now have expired clients seats and have even played the shell game of signing up for SEP Symantec Cloud trials that are also expiring any day now.
I'm out! See ya folks. Crowdstrike, Avast, Sophos here i come with money in hand. Adios and good luck to all that are sticking around for the after party.
You guys should really work on improvising the support team, it's not that good these days
To Symantec representatives:
Do you sell or planning to sell Symantec Endpoint Protection Cloud licenses?
Like if one would like to buy 5, 7 or 10. If you do, please explain how.
My subscription to Symantec Endpoint Protection Small Business Edition (cloud) expired two days ago (after previously been extended to 30 Jan) but - hey presto - one of the options was to install a 60-day trial for 50 users. I don't know if we are an isolated case but this will tie us over for another 2 months - possibly an indication of when Symantec/Broadcom think licence renewals will become generally available again.
I got answer from Connect.com who is helping me for renewing SEP Cloud for small business subscription.
He said
"As of now Symantec will no longer be working with Small businesses. There only wanting to work with Enterprise companies and will only build quotes if it is above 100 or more and the total is 25K or above. Broadcom has told partners to reach out to our customers and ask them if they would look into other options. "
So, small business like mine, no more Symantec! Broadcom wants money, they doesn't care about security.
Help, help, help!!!!!!!!!!!!!!!
I can't renew any licenses or purchase new seats for Symantec Endpoint Protections Cloud. I have money in my hand, please take it from me. Just give me my licenses. Resellers don't know anything. How can this possibly be happening. I have entered a bad dream and cannot wake up.
I cannot believe how bad this situation is for customers. Many people should lose their jobs over the utter incompetence seen during the transitition from Symantec to Broadcom.
After patiently waiting 6 weeks for our Symantec Silver Partner to get a quote from their distributor to get a renewal on our SBE Cloud subscription (previously a direct Symantec purchase), the partner is now told by the distributor
"Broadcom have confirmed that we are unable to obtain pricing for any non-incumbent renewals going forward. "
So, that's informative about the future of this product.
Yes Amy Johnson, I did forward the link to our Symantec partner. No, it did not allow the situation to progress.
It would save us all (former customers and partners) an immense amount of prevaricating if Broadcom would simply say that we're not customers anymore if we're not above size X; we could bring this to management and we could all go about the transition process.
The links to the FAQ and the SOS Support Resources PDF are broken!
This is a total Car Crash! Tech Data in the UK are unable to process renewals or new licences.
Greetings There
We are alos in similar situation where we need to not only have to get licenses for existing 100+ servers
and also need new license
we tried contact ing partners listed according our area and they have no information if they ourchase and sell SEP small bulsiness agent(cloud agents) to us.
Its been more than 3 weeks we are waiting
OurArea
North India
partners contact softcell, mmindia as per search in partner location page.
Regards
deepa
Hello,
For those of you with questions regarding licenses for existing products, I have confirmed that the following KB article has instructions for generating new keys as well as downloading & splitting existing keys. This capability only applies to Symantec products that are activated by a licence file with a ‘.slf’ file name extension - SEP Endpoint Protection is one such product .
KB Article: https://support.symantec.com/us/en/article.info5244.html
Please let me know if this process does not work for you.
Thanks,
Please have your partner go here: https://partnerportal.broadcom.com/en/symantec-partner-portal.html?r=2 I continue to get feedback from partners that this is working and they are able to help their customers. Please feel free to forward to them if they do not have this for some reason.
Thank you,
Amy,
Some partners have created accounts at the new Partner Portal at Broadcom but have not been assigned the same level of visibility/content as we have with Symantec. That is only one of the many challenges faced by Partners in effort to support customers.
If a customer asset was not updated to the extended date of support 1/31/2020 then we can't open a case for an asset that isn't currently within it's support window AND we can't call CS unless it's a S1. How is a customer supposed to receive support for a S2-S4 when they can't open a case up in the portal as it's stated is required for S2-S4 case types? As soon as customer support askes the question about the request being "Production Impacting" and the answer is "NO" they will tell you to go to the portal to open the ticket despite indicating you can't put a ticket in for a device that doesn't show has having extended service till the end of January.
I feel really bad for my partner - she has reached out to try and get me my renewal more than 10 times over the last 2 months, and still nothing. I don't know what her commission is, but I doubt it will cover the cost of her wages to work on this case by now!!
Yesterday, she was told that it will take at least another 2 weeks before renewals can begin to be processed.
All the while, my critical systems remain down, and nobody is resolving my support cases...
If anyone is reading this - please take a moment to try and help us. Surely someone in Broadcom actually cares about making sales, and providing value to shareholders?
I think the breakdown is that there is a different experience seen on "Renewals" vs "Brand New Requests" for licenses. One process cannot be expected to be the same experience as the other, atleast not at the current time.
Please see the updated renewal proccess here: https://partnerportal.broadcom.com/en/symantec-partner-portal.html?r=2
My Dell rep submitted request for quote on Dec 16th and still no repsponce. I reached out to my CDW rep and he's the one that suggested another product since they have been unable to get responces from Symantec for other clients.
From what I read elsewhere, Partners & Resellers can issue licences as of 2 weeks ago, they need to speak to their Symantec/Broadcom reps.
My reseller is recommending we switch products since Symantec is unable to fufill subscriptions renewals. Why are you not addressing these issues Amy Johnson.
We have had SEP licenses that expired in November and December covering our entire userbase. Our partner has been unsuccessful in obtaining a renewal quote. Can anyone assit? Does Symantec still want our (500 seats) business?
Hello- you may have missed my information posted earlier in December in this thread...
As a partner have you already visitied here: https://partnerportal.broadcom.com/en/symantec-partner-portal.html?r=2 and also clicked on the FAQ that was just updated as of Dec. 16?
As a partner you can receive assistance here and do not need to reach out to support.
Amy Johnson
This resolution is not accurate: "MySymantec" support cases of severity 2 are either
a) being closed without being resolved (about 5 of my cases have had this happen to them now)
b) being ignorred.
Can you please supply a working phone number where we can reach someone who has the ability to help partners renew licenses.
Thank you for the reply. It reassures our clients.
The Symantec Endpoint Security portfolio, which has moved to Broadcom with the Symantec Enterprise Division, has had no additional changes. You can still find all information here on this very important portfolio: https://www.symantec.com/products/endpoint-security
What you have heard about in the news is the CSS portion of the Symantec business and ONLY the CSS portion of the business: https://newsroom.accenture.com/news/accenture-to-acquire-symantecs-cyber-security-services-business-from-broadcom.htm
Symantec Endpoint Security will continue to recieve focus and investment from us to deliver the best products to our customers.
Hi, I thought only Cyber Security Services such as MSS,SOC,Incident response service, were bought by Accenture not SEP.
Did broadcome contact you to tell so?
Now, Broadcom sold SEP to Accenture??? OMG...
My subscription ends in 22 days. Trying to find pertner company for few days witout success.
What a mess..
Greetings
No body answering support cases, we raised,.
we are in need of purchaing new SEP licenses asap , and need reliable partner/reseller located in India/North
Opened sev 1 case, got a response back after 3 days. Wow!!! just Wow!!!
Thank you for the update, Nathan.
Additional support-related information can be found on this document.
If you have purchased directly from Symantec...you can contact Customer Care for licensing and renewal questions. If you've purchased through a partner or reseller...they are still the best source for licensing and renewal questions.
As of last week, Customer Care hold times are approximately 10-15 minutes for most callers.
This license renewal situation is a complete disgrace. How can Symantec and Broadcom tout security when they are leaving their customers without the ability to deploy security software? I placed an order with my vendor back in the beginning of November and still do not have licenses. These are computers that are unable to be deployed because of a lack of antivirus. There has been a complete lack of communication to customers from Broadcom. If this is any indication of how Broadcom will treat the Symantec customer a new antivirus vendor will be our new year resolution.
Hello. We use Symantec Endpoint Protection 14, we have a few days left but we cannot purchase for the next year, we know of temporary problems with licenses for corporate users, but we should receive a free 2-month license until clarification. We haven't received it, so our organization is vulnerable, please support me.
License endind today, help
Support not conected, chat also ?????
Wow, how sad. I have been trying to get us moved to the cloud as the website made it look so easy but it has not been. Now after 6 weeks of clikcing MySymantec links that just go round and round in circles, I am on hold trying to get support for what is becoming a Level 1 issue. 20 minutes and counting..... I am glad this was here to read. 11 plus years as a Symantec Customer and we renew in mid-Jan. 2020. I was trying to get renewed early in hopes of getting our At Risk machines and servers to show "Secure" but instead I am reviewing Crowd Strike and Micro Trend replacement solutions our reseller sent me an hour ago.....very very sad what this buyout has done. It will be a good tax write off for Broadcom in a year or more I guess. Our reseller says people are dumping Symantec as we are about to do....25 min. Level 1 Response? Really?
Hi,
I've private messaged you asking a few more details/questions. I'll do my best to help get this resolved.
Ashley
How do we contact the VP of Licensing? (and, who are they?). My systems have been down for more than a month now, and the above "Extension" does not seem to have solved it for me - e.g. - I still see this in my logs:
2019-12-19T03:28:10Z (ERROR:8551.2690209536): [12036] Error from web server 471 - License Invalid : unable to GET: https://aztec.brightmail.com/rules4/spamhunter.vcdiff/4/latest. 2019-12-19T03:28:10Z (NOTICE:8551.2690209536): [12452] Rule retrieval aborted: permit_rules.
We need to add new licenses to cover current and expected growth, but three different resellers tell us they are unable to get licenses. How about someone at Broadcom just give a straight answer. Should we move on to a new product? We can't wait much longer.
This is terrible. I'm at renewal time too and definitely moving. Such a botched transition here.
Nice message I just received, "please note that if Symantec does not receive your renewal order by your subscription anniversary, we may terminate your subscription service without further notification." The implication of the letter is also that we now need to find a reseller rather than simply clicking a button to renew, add, remove licenses.
This just screams, "we value our customers!"
No Duty Manager exist anymore
How you guys do escalation for your customer/yourself?
You mean dropped from their Portfolio of Apps?
Hi Ashley_Brogdon
Could you please share the Product Road map for Altiris?
Thanks & regards,
Venu K
Support is taking soo much time these days to respond. In the past it used to be great. --> Totally agree, it is not aceptable. Support is very very very bad now
Support is very very very bad these days. I opened a sev 1 case and had to wait for more than 2 days to get back an initial response.
We are a long time customer, well over 15 years. We have 6000 endpoints. Hundreds of servers. None of our contacts with Symantec will respond. We won't be renewing our SEP or SEE licenses. We have had more than we can tolerate. Best of luck to those who stay with the product.
Let me reach out to my contact to find out the answers for you all.
My partner told me that it will be another week before they are able to renew my license, however, after that, it will take another month before Broadcom will sign the certificate so I am to expect another ~40days downtime.
The frightening part, is that I've already be down for a month now, and all the previous "it will take a week" communications have turned out to be underestimated, so it's unclear if this new estimate will be too.
Please see details at https://support.symantec.com/us/en/article.info5566.html which may answer your questions.
Can´t buy any new bloud sep licenses. So need to buy an other Security Product to not leave new Users unprotected? No online purchases available. Symantec / Broadcom told to buy at local partners, which are not able to receive new licenses. No informations, when the transaction is ready to serve the customers again. Terrible transaction organisation and information for costumers.
https://www.symantec.com/maintenance/business
We are experincing the same kind of problems in renewing licenses. It seems like a complete shutdown, there is a lack of clear information on dates, roadmap on the takeover. A back in business date will help us, since the initial message was: we will continue to do Business as usual.
Our Symantec Endpoint Protection license expired on November 20th. Our reseller, PC Connection has been unable to renew our license for the past 20 days because of the Broadcom transition. I was told there is no definite ETA on when the transition to Broadcom will be complete and license renewals will be accepted. Is there any way I can renew our license directly through Broadcom? Our SEPM server is currenly running unlicensed, even though I attempted to renew 10 days before it expired.
It's more likely it's because of the take over by Broadcom, changes are still in progress. As Ashley has mentioned:
However I would suggest that you keep trying with the online support and/or phone support.
We have made the same experience that Symantec does not respond to support requests.
Support is taking soo much time these days to respond. In the past it used to be great.
Do you have any support people working at all? The web chat never seems to assign an angent, and I've sat on hold for more than an hour on the telephone line and nobody ever answers...
Your license renewal email address is also not working by the way:
Address not found Your message wasn't delivered to license@symantec.com because the address couldn't be found or is unable to receive email. The response from the remote server was: 550 Invalid recipient <license@symantec.com> (#5.1.1)
Your advice is not working. I opened a severity 2 case more than TWO WEEKS ago, and it is just sitting dormant.
None of the phone numbers I call are answering - making it impossible to lodge this as a Severiy 1 case.
Please can you find us a way to renew ASAP - my systems are in catastropic meltdown stage after 3 weeks of pain SO FAR !!
Chris.
Thank you for sharing. Hopefully that will answer a lot of people's questions from this point forward.