Partner Technical Support Benefits Quick Guide

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1 PARTNER BRIEF: TECHNICAL SUPPORT BENEFITS Symantec Secure One Partner Technical Support Benefits Who should read this paper Symantec Partners supporting end user customers using Symantec Enterprise Products to take advantage of the Symantec Secure One Technical Support Benefits.

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3 Content Overview Accessing Technical Support Symantec Knowledge Base Partner Technical and Consulting Forums Help

4 Overview Symantec Secure One TM ("Secure One") partners who hold Silver, Gold or Platinum membership are entitled to Technical Support, a benefit of their competency enrollment. This Guide outlines information pertaining to the Technical Support Benefits for Enterprise solutions, which vary based on membership tier, solution and country. Technical Support access can also vary by product, geography or both. Please refer to the Secure One Technical Support Benefits Competency and Product Matrix on PartnerNet for a complete listing. Symantec Frontline Support Access This benefit is available to Silver, Gold and Platinum tier partners per competency. Frontline Support means access to Symantec's standard customer-facing technical support resources. Symantec Advanced Support Access This benefit is available for Gold and Platinum tier partners with Integrate Competency membership. The benefit can only be used for the solution(s) for which the partner holds a Gold or Platinum Integrate Competency. Advanced Support means direct access to more senior Symantec Technical Support resources rather than routing through Symantec Frontline Technical Support personnel. What Support Resources are available? Multiple access points to receive Technical Support Online priority case management via MySymantec Phone support via Symantec support phone numbers Knowledge Base - Search articles, videos, and downloads that help solve technical issues related to your Symantec solution or product Partner Technical and Consulting Forums Partner online community Symantec Connect Peer-to-peer technical network website Under Symantec Secure One, Technical Support Benefits are available for most Symantec Enterprise Solutions. Please refer to the Secure One Technical Support Benefits Competency and Product Matrix on PartnerNet for a complete listing. How to Access Partner Technical Support Benefits Identify and add Technical Support contacts for the Support Entitlements to your end user customer In order to use your Technical Support Benefit over the phone or via the web (MySymantec) to support your end user customer in respect of its maintenance/support entitlements for the Symantec Enterprise Product (Support Entitlement) you must first be associated with the Support Entitlement. If using the web to log a case, simply select the option indicating your Support Entitlement and a case will be created (more details below). If calling for the first time, please provide the Symantec Agent all information requested. This will typically include your personal details such as name, phone number, and/or address and company information such as name and company address. Information such as your Technical Contact ID and/or your Support ID are also useful to expedite your case. Obtaining Technical Support on Your End User Customer's Behalf End User technical maintenance / support is not a Technical Support Benefit of Secure One. However, when providing post-sales support for an end user customer, you may need to access Symantec Technical Support on their behalf. 1

5 Here's how: Ask the end user customer to add you as a "Designated Contact" on their Support Entitlement. When creating a case online, you will then be able to choose the end user customer's Support Entitlement for which you are a Designated Contact. When calling Symantec Support, provide your Technical Contact Identifier (TCID) or any other requested contact information (name, phone number, address) and you will then be able to log a case on the end user customer's Support Entitlement. Your TCID is available via the Support Portal in MySymantec. End user customers can also update or replace the details of Designated Contacts. Designated Technical Contacts - A Designated Technical Contact is an individual partner employee who has completed the applicable training for the relevant Symantec Product(s)/competencies as further defined in the appropriate Competency Learning Path contained within PartnerNet. The names of the Designated Technical Contacts must be provided to Symantec Support. This can be accomplished by providing those names to Customer Care or your Partner Success Manager. Designated Technical Contacts must be registered in Symantec's records under the partners company's Advanced Support entitlement in order to use this benefit. The number of Designated Technical Contacts associated with a Support Entitlement may vary based on the support level and type of Symantec solution. Accessing Technical Support Accessing your Technical Support Support may be accessed via multiple access points: Online Telephone Service levels and severity ratings remain the same whether a case is logged by phone or online. Online Support MySymantec is the preferred method by which you may obtain Symantec Technical Support. To create, update and manage service requests online, please visit the MySymantec website. If you do not see your Support Entitlement when logging a case, check the "My account is not listed" check box and fill in additional information, such as your company name or contact ID. Symantec can then locate the associated Support Entitlement. If you do not see the applicable Symantec Enterprise Product when prompted, please go to business/support/index?page=home, click on the Symantec Enterprise Product for which you would like to open a case and follow the support instructions provided in the following screens. 2

6 MySymantec can be used to update and manage all of your open incidents and to create the incidents you determine to be Severity 2 or lower. Severity 2 issues are those where a major functionality is severely impaired and operations can continue in a restricted fashion, although long-term productivity might be adversely affected. For Severity 2 issues, you will generally receive an acknowledgment of contact within 2 hours. To register for a SymAccount To take advantage of Web-based support, you must have an account registered on MySymantec. To register a new account 1. Go to the MySymantec website and click Register Now. 2. Complete all fields on the registration page, including your address, name and company information then create a password. 3. Click Submit. 4. The Create Account Success page will be displayed and a confirmation will be sent to the address provided with the user ID. You can now click on the Continue button to begin accessing Technical Support. 5. You have now completed registration and your access to online Technical Support is enabled. After the SymAccount is created, upon the first time creating a support case, a one-time registration process will be required. Simply populate the required information to request access and submit your Technical Support case. 3

7 To register if you have an account in another Symantec system If you already have an account in another Symantec system, such as PartnerNet or the Symantec Connect site, simply log in at MySymantec using the credentials for your existing account. Your other account credentials already work at MySymantec. Telephone Support Technical Support contact details for your country is available from the Symantec Technical Support website. When contacting Technical Support by phone, ensure you provide your Technical Contact Identifier (TCID). 4

8 Symantec Knowledge Base The Symantec Knowledge Base provides a source of information that will help answer your questions regarding a range of Symantec Enterprise Products. Information, such as product updates, security alerts, and manuals, along with suggested resolutions to previous partner and customer issues, are available on the site. Subscription or login is not required to access the Knowledge Base. Partner Technical and Consulting Forums Symantec Partners can participate in several online areas within the Symantec Connect Community. Partners can choose to have business conversations within the general partner community or technical conversations with members of the Partner Technical Group. Symantec Connect Symantec Connect is the peer-to-peer community site for Symantec's business customers, partners and Symantec employees. Participants can connect and share technical information with other Symantec Enterprise Product users, including creating forum posts, articles, videos, downloads, blogs and suggesting ideas, as well as interact with Symantec product teams and Technical Support. 5

9 Partner Technical Group The Symantec Partner Technical Group is a private discussion environment provided exclusively for partners within Symantec Connect. The Partner Technical Group provides partners with a private online vehicle to engage with other technical experts, gain support and further enhance knowledge of Symantec solutions. Typical content includes questions and answers related to installation, deployment, configuration and troubleshooting. Help More information about Technical Support Benefits is available from the Technical Support Benefits Supplement on the Technical Support section of PartnerNet. For assistance with accessing Partner Technical Support Benefits, please contact the team in your region as indicated below. Europe, Middle East and Africa: support_solutions@symantec.com The Americas: valuedpartner@symantec.com Asia Pacific: support_solutions@symantec.com Japan: japan.support@symantec.com 6

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11 About Symantec Symantec Corporation (NASDAQ: SYMC) is an information protection expert that helps people, businesses, and governments seeking the freedom to unlock the opportunities technology brings anytime, anywhere. Founded in April 1982, Symantec, a Fortune 500 company operating one of the largest global data-intelligence networks, has provided leading security, backup, and availability solutions for where vital information is stored, accessed, and shared. The company s more than 19,000 employees reside in more than 50 countries. Ninety-nine percent of Fortune 500 companies are Symantec customers. In fiscal 2015, it recorded revenues of $6.5 billion. To learn more go to or connect with Symantec at: go.symantec.com/socialmedia For specific country offices and contact numbers, please visit our website. Symantec World Headquarters 350 Ellis St. Mountain View, CA USA +1 (650) (800) Copyright 2015 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. 9/