Contacting Technical Support - Symantec 360R - Security Gateway SGS Administration Manual

Licensing and registration

Contacting Technical Support

Alerting Services and Virus Definition Updates for virus outbreaks and security
alerts.
Symantec technical support offerings include:
A range of support options that give you the flexibility to select the right
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amount of service for any size organization
Telephone and Web support components that provide rapid response and
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up-to-the-minute information
Upgrade insurance that delivers automatic software upgrade protection
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Content Updates for virus definitions and security signatures that ensure
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the highest level of protection
Global support from Symantec Security Response experts, which is
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available 24 hours a day, 7 days a week worldwide in a variety of languages
for those customers enrolled in the Platinum Support program
Advanced features, such as the Symantec Alerting Service and Technical
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Account Manager role, offer enhanced response and proactive security
support
Please visit our Web site for current information on Support Programs. The
specific features available may vary based on the level of support purchased and
the specific product that you are using.
See "Licensing" on page 145 for information on the licenses for this product.
Customers with a current maintenance agreement may contact the Technical
Support group by phone or online at www.symantec.com/techsupp/.
Customers with Platinum support agreements may contact Platinum Technical
Support by the Platinum Web site at www-secure.symantec.com/platinum/.
When contacting the Technical Support group, please have the following:
Product release level
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Hardware information
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Available memory, disk space, NIC information
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Operating system
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Version and patch level
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Network topology
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Router, gateway, and IP address information
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Problem description
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Error messages/log files
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Troubleshooting performed prior to contacting Symantec
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