A test environment will also allow you to perform troubleshooting outside of your production environment. Following the processes described in this Handbook will improve your support experience when contacting us for assistance or when using our online resources. For an upgrade to Symantec Endpoint Protection 14.2 or later, firewall policies cannot incorporate the changes for IPv6 if you changed some default names. Our goal is to acknowledge your request for assistance within 15 minutes. Our products are designed to interoperate with many types of systems, applications, and hardware.The Reference ID is in the acknowledgment email sent by Symantec, and should look like the following:Symantec encourages all users to install and configure software products properly and to adhere to security best practices. Login to your Symantec Dashboard to access Partner University. Symantec reserves the right to make changes to this handbook and related processes at any time. If you experience a problem with the product in an alternative configuration or if your problem deals with non-standard or non-public functionality (not documented in our manuals or other materials), that was not developed by Symantec or an authorized consulting partner, please contact your Sales Representative or channel partner to determine whether any assistance is available and under what terms.Symantec’s Norton (Consumer Security) software productsSometimes a customer may choose to use our products in an alternative (unsupported) configuration, namely, an environment that has not been validated, approved, or verified to operate with our products or which does not support such products or only supports limited functionality.
Identify your upcoming renewal requirement per your Symantec renewal notification email (notification process varies by product and region) and contact your reseller to place your order. The first activity is when we acknowledge that you have contacted us by phone or via the Broadcom Enterprise Customer Support Portal about a problem. By supplying as much information as possible, you can help the TSE make progress in addressing your case. Insider Threats are the primary face of data loss and leakage for mid-market to very large enterprises. Your designated contacts must have a thorough understanding of the specific Symantec product that is the subject of the technical support case, along with applicable technical and product knowledge needed to assist with the timely resolution of a case.Case management is broken into several key activities. I was able to download the 14.3 installer package from the Symantec/Broadcom site but am unable to import it to my Management console. Lower severity problems must be logged via the Broadcom Enterprise Customer Support Portal. As a consequence, your product would then be operating in an alternative configuration. How to Report a Problem: Severity 1 problems must be logged by telephone. A Broadcom employee just contacted me on the blog and gave a statement about the problems with issuing Symantec SEP licenses. The default names include the names of default policies and default rule names.
The TSE will work to isolate the cause of the problem, which may involve you answering further questions, running diagnostics, applying patches, remote access, etc. If you feel you're missing specific products / entitlements when navigating the Broadcom Support Portal, please contact Customer Care and provide them your Site ID (formerly known as your Support ID). For Brocade and CSP Support, please contact us during this time at "csp_help@broadcom.com".For CA Mainframe or Enterprise Support, please call support for immediate assistance. Enterprise Renewals: Your reseller will contact you about your upcoming renewal and will prepare the relevant renewal quotation.
With respect to some of our more complex products, we may be better able to interface with you and resolve your issue, where you have configured such a test system and/or environment.You will need to initiate a separate case for each problem, and we will assign a unique case identification number (case number) to each case in our global tracking system.If you still need assistance on the same problem after we have closed a case, you may open a new case, which we will cross-reference with your original case.We will close a case under the following circumstances:Products acquired by Symantec pursuant to an acquisition of a company or product line (each, a merger & acquisition company) are not included until such time as the products from such merger & acquisition are designated by Symantec to be covered by this policy by offering Symantec’s standard Maintenance/Support offerings for such products..
Broadcom has closed their acquisition of the Symantec enterprise security portfolio and the Symantec brand on Nov 5, 2019. It is hoped to have the problems under control by the end of April 2020 – this is how I interpret the license renewal until that date. Non-technical Enquiries: Customers may phone Symantec during regional business hours** or log a non-technical case 24/7 via the Broadcom Enterprise Customer Support Portal. If the rules cannot be updated during the upgrade, the IPv6 options do not appear.