Technical Support - Symantec SOFTWARE MANAGER 8.0 - REFERENCE FOR WISE PACKAGE STUDIO V1.0 Reference

Technical Support

Contacting Technical Support
Software Manager Reference
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
Advanced features, including Account Management Services
For information about Symantec's Maintenance Programs, you can visit our Web site at
the following URL:
www.symantec.com/techsupp/
Customers with a current maintenance agreement may access Technical Support
information at the following URL:
www.symantec.com/techsupp/
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
3