Enterprise Support Services. Problem Management and Escalation Process REFERENCE GUIDE

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1 Enterprise Support Services Problem Management and Escalation Process REFERENCE GUIDE

2 Symantec s commitment to our customers Symantec is committed to delivering high-quality products and support to our enterprise customers and partners. In the event that you need to escalate a case, our senior technical staff is ready and available to help you effectively address your issue. Symantec has a global escalation management process to keep you informed of your escalated case status every step of the way. A manager within Enterprise Support is assigned to every escalation to address and/or oversee the case. The manager will work with you to evaluate your situation, facilitate the issue at a global level, and act as an advocate on your behalf. Features Consistent, worldwide problem resolution process Formal action planning process Specific roles and responsibilities for Escalation Team members Active customer participation Benefits Efficient problem resolution Improved communication When should an escalation be initiated? An escalation may be warranted if you are not satisfied with the level of service you have received, or want to emphasize the urgency of the problem. What is the process for escalating my case? The entry point into the Symantec escalation process is through your local Technical Support Center. When connected, please ask for the Duty Manager. Have your case ID available to help us quickly identify the case owners. Advise the Duty Manager of the situation, including what actions you are requesting Symantec take, production dates or deadlines that may be adversely affected, and any other anticipated business impact if the case is not promptly addressed. The Duty Manager will assess the situation and determine if the needed actions are in the scope for him/her to perform, for example, the arrangement for a Technical Support Engineer callback or moving the case to an advanced Support Team or Development. If the needed actions are out of scope for the Duty Manager to perform, the Duty Manager will assign the case to an Escalation Manager, who will be a Support Delivery Manager, Critical Situation Manager, or Business Critical Account Manager, as appropriate.

3 At this next level, the Escalation Manager partners with the assigned Symantec Technical Support Engineer and your organization to drive resolution of the technical issue. The Escalation Manager will manage communication and feedback. The Escalation Manager has access to a dedicated Symantec team of technical experts and will maintain the momentum needed to address your issue in a timely manner. The Escalation Manager will engage executives within Symantec, as needed. Escalation Team key roles and responsibilities The Escalation Team is a Virtual Problem Management Team of Symantec specialists, including the following technical and management staff: Technical Support Engineer Develops and documents the technical action plan. Identifies need for additional technical assistance, that is, technical advancement. Monitors technical progress for the escalation and provides regular updates to the Escalation Team. Delivers patches, workarounds, or communicates other resolutions. Provides specialized technical expertise. Coordinates to obtain product engineering modifications, if applicable. Duty Manager Entry point to the escalation process. Responsible for ascertaining the business impact of the case escalation request, based on the information you provide. Acts on the case escalation request. If sustained management involvement is needed, assigns the escalated case to an Escalation Manager. Will be a Support Delivery Manager, Critical Situation Manager, or Business Critical Account Manager, as appropriate. Escalation Manager A Support Delivery Manager, Critical Situation Manager, or Business Critical Account Manager, as appropriate. Your primary advocate during the escalation process. Communicates the overall action plan to you. Focuses on customer satisfaction. Leads the Escalation Team, which may be comprised of Sales, Systems Engineering, Professional Services, Support, Development and/or Product Management Team members, for example. Recruits additional resources, as needed. Obtains your approval for the action plan. Works to ensure that all parties are informed throughout the escalation.

4 What can I expect during an escalation? You and your assigned escalation point of contact will collaborate and develop a communication plan. Where applicable, we will work to develop a technical plan of action with you to address the key technical issues. The escalation point of contact will update Symantec internal stakeholders, including your Account Team and Symantec executives, on the status and progress of your case. Your escalation point of contact serves as your primary advocate within Symantec and will become an essential key member of your problem resolution team. What criteria does Symantec use for closing my escalation? An escalation will be considered closed if it meets one or more of the following requirements: 1. The plan of action has been completed. 2. The initially agreed upon objectives have been achieved. 3. A reasonable period has elapsed without problem recurrence. 4. The escalation has been reviewed and an agreement has been reached to downgrade the case severity level. 5. You have agreed that the issue is addressed. 6. Symantec has determined that the issue cannot or will not be resolved and this has been communicated to all parties.

5 More information Click here for technical support About Symantec Symantec is a global leader in providing security, storage, and systems management solutions to help consumers and organizations secure and manage their informationdriven world. Our software and services protect against more risks at more points, more completely and efficiently, enabling confidence wherever information is used or stored. Symantec World Headquarters 350 Ellis St. Mountain View, CA USA Copyright 2012 Symantec Corporation. All rights reserved. Symantec, the Symantec Logo, and the Checkmark Logo are trademarks or registered trademarks of Symantec Corporation or its affiliates in the U.S. and other countries. Other names may be trademarks of their respective owners. 5/

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