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Support Fundamentals Everything you need to know about obtaining Technical Support from Symantec

Enterprise Support Services offers a portfolio of options designed to maximize uptime and reduce your internal IT costs. Our Support organization is dedicated to resolving your issues quickly and effectively. We view every support engagement as an opportunity to demonstrate our commitment to customer satisfaction. You can count on us to help you receive the most from you Symantec technology investments. thinkpad

Please start with our customer QuickReference which provides critical information as well as links to key resources. Quick Reference Our Customer QuickReference is designed to provide you all of the information you need to obtain support from Symantec. Customer QuickReference (PDF) . The following documentation has been made available to help you quickly address questions relating to your terms of service. microsoft

Technical Support Policy

The Symantec Technical Support Policy contains information and guidelines related to service level goals, areas and limitations of coverage and definitions of service. This policy is subject to change at any time, at Symantec s discretion. Technical Support Policy (PDF) . Enterprise Support Services Handbooks Select the handbook for your service offering below to learn more about how to best leverage your Symantec Enterprise Support Services contract and valuable information on how to access the support services available to you. laptop computers

Essential Support and Basic Maintenance Handbook (PDF) Business Critical Services Handbook (PDF)

. Global Escalation Process Guide 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 quickly bring your issue to closure. laptop computer

Global Escalation Process Guide (PDF)

. Support Terms Conditions Select a service offering below to learn more about the terms and conditions of a particular support level. Basic Maintenance/Essential Support (PDF) . Remote Access Standard Terms In order to help you resolve technical issues, Symantec may offer remote diagnostics and troubleshooting. Before implementing such remote access we will require your express consent to the service terms. desktop computer

Remote Access Standard Terms (PDF)

. Local Language Support While English is the primary language used to provide technical telephone support, Symantec also offers local language support in certain non-English speaking regions. For more information, please reference our local language table. Local Language Support Table (PDF) . notebooks

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Call Us: 1-800-631-8124

Our highly trained sales consultants can help answer your questions about Symantec s enterprise solutions and direct you to an authorized reseller. Find a Partner / Reseller Locate an authorized Symantec Partner / Reseller in your area using this online tool. Launch the Partner Locator . . 1995 - 2008 Symantec Corporation. hard drive

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Contact Sales: 866-223-5977 Current Users What s New Oct 16, 2008, Symantec Announces Multi-level Software-as-a-Service
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Symantec Protection Network provides market-leading Symantec technologies to customers as online services. software

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When I get the alert from Symantec that says, ackup complete, I m relieved - there is one less thing for me to worry about. - Susan Shea Cameron Ed.S., BCBA. think pad

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Symantec Protection Network News

Oct 16, 2008, Symantec Announces Multi-level
Software-as-a-Service Partner Program. Read the press release

Oct 8, 2008, Symantec to extend online services with acquisition of MessageLabs. data recovery

Read the press release

Sep 16, 2008, Symantec Protection Network continues momentum with Beta launch of Online Remote Access. Read the press release cisco

April 7, 2004. Updated: December 11, 2005 12:00:00 AM. Type: Removal Information. Symantec Security Response has developed a removal tool to clean the infections of: W32.Blackmal.B@mm. Note: The fixtool needs to be run within about 1.5 minutes of the worm s execution. If it is not, the worm will lock the keyboard and mouse. keyboard

If this happens, restart the computer and immediately run the tool. This applies only in the case of stand-alone systems. The behavior has not been tested for the remote deployment of tools. What the tool does The W32.Blackmal.B@mm Removal Tool does the following: Terminates the W32.Blackmal.B@mm viral processes Deletes the W32.Blackmal.B@mm files Deletes the registry values that the worm added Available command-line switches for this tool. monitor

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Intruder Alert 3.6 W32_Novarg_Worm Policy January 26, 2004 Intruder Alert 3.6 Microsoft Windows SANS Policies December 18, 2003 Intruder Alert 3.6 W32_SobigF_Worm Policy August 21, 2003 Intruder Alert 3.6 W32_Welchia_Worm Policy August 19, 2003 Intruder Alert 3.6 W32_Dumaru_Worm Policy August 19, 2003 Intruder Alert 3.6 W32_Blaster_Worm Policy August 12, 2003 Intruder Alert 3.6 W2K Instant Messaging Activity Policy June 30, 2003 Intruder Alert 3.6 Policy May 13, 2003 Intruder Alert 3.6 W2K_MS_IIS_WebDAV Policy March 18, 2003 Intruder Alert 3.6 Policy March 7, 2003 Intruder Alert 3.6 IIS Vulnerable CGI Policy November 22, 2002 Intruder Alert 3.6 Apache Vulnerable CGI Scripts Policy July 30, 2002 Intruder Alert 3.6 ITA Agent Status Policy June 17, 2002 Intruder Alert 3.6 New SNMP Trap Collector Terminated Policy June 17, 2002 Intruder Alert 3.6 ITA UNIX Login Policy June 17, 2002 Intruder Alert 3.6 Microsoft IIS Log Monitoring Policies March 4, 2002 Intruder Alert 3.6 Win2k File Tampering/IIS 5 Security Policy December 14, 2001 Intruder Alert 3.6 Windows OS Hardening Policy December 14, 2001 Symantec Intruder Alert Integration Policies for Symantec NetProwler Intruder Alert 3.5/3.6 Integration Policy for NetProwler 3.5x SU26 June 5, 2003 Intruder Alert 3.5/3.6 Integration Policy for NetProwler 3.5x SU25 May 14, 2003 Intruder Alert 3.5/3.6 Integration Policy for NetProwler 3.5x SU24 March 18, 2003 Intruder Alert 3.5/3.6 Integration Policy for NetProwler 3.5x SU23 March 6, 2003 Intruder Alert 3.5/3.6 Integration Policy for NetProwler 3.5x SU22 January 25, 2003 Intruder Alert 3.5/3.6 Integration Policy for NetProwler 3.5x SU21 November 27, 2002 Intruder Alert 3.5 ITA Tampering Update November 13, 2000 Intruder Alert 3.5 ITA Agent Status Update November 13, 2000 Intruder Alert 3.5 Policy Revision for NT Audio Example-Part B November 13, 2000 Intruder Alert 3.5 Detects NetProwler 3.5 and 3.5.1 Tampering October 5, 2000 Intruder Alert 3.5 Detects Stack Overwriting on Solaris October 5, 2000 Intruder Alert 3.5/NetProwler 3.5.1 Integration Update October 5, 2000 Intruder Alert 3.5 Detects Successful and Failed Logins on AIX September 22, 2000 Intruder Alert 3.5 Detects UNIX Core File Creation August 29, 2000 Intruder Alert 3.5 Detects Attempts to Exploit ToolTalk August 29, 2000 Intruder Alert 3.5 Detects Refused Remote Console Connections on NetWare August 16, 2000 Intruder Alert 3.5 ITA Shared Actions Policy Update June 28, 2000 Intruder Alert 3.5 Detects Norton AntiVirus Alerts June 26, 2000 German Policies Updated for Intruder Alert 3.5 June 26, 2000 Detect Failed File Access with Intruder Alert on Windows NT March 23, 2000 Detect Successful File Access with Intruder Alert on Windows NT March 23, 2000 *past Advisories, Security Updates and Articles may be viewed here. Last modified on: Friday, 29-Feb-08 17:33:12 Site Map Legal Notices Privacy Policy Contact Us Global Sites License Agreements 1995 - 2008 Symantec Corporation W W 32_HLLW_Fizzer_Worm Sendmail_Broken Pipe_Messages Symantec Security Response - Symantec Incident Manager Security Updates Welcome Enterprise Small Business Home Home Office Partners About Symantec All of Symantec Support Viruses Risks Home Home Office Small Mid-Sized Business Enterprise Partners Security Updates: Symantec Incident Manager Symantec Incident Manager correlates security messages in real-time across geographies, disparate security technologies, and network tiers, turning security data into prioritized, actionable information. This enables enterprises to respond rapidly to security breaches, thereby reducing risk and controlling costs. Advanced features determine the business impact and priority of incidents and provide complete tracking throughout the incident lifecycle. The solution also provides expert guidance supported by SANS and CERT best practices. Symantec Incident Manager offers a unified view of a company's information security issues and response activities, and helps organizations measure the effectiveness of existing security investments and proactively manage enterprise security. Security Updates The latest Security Update for Incident Manager version 3.x is Security Update 8. Please contact your Symantec technical representative or visit the Platinum Support website for further information about the Security Update. Symantec Incident Manager Security Updates title date Symantec Incident Manager 3.0 Security Update 8 May 3, 2005 Symantec Incident Manager 3.0 Security Update 3 October 25, 2004 Site Map Legal Notices Privacy Policy Contact Us Global Sites License Agreements 1995 - 2008 Symantec Corporation Welcome Enterprise Small Business Home Home Office Partners About Symantec All of Symantec Support Viruses Risks Home Home Office Small Mid-Sized Business Enterprise Partners Symantec Manhunt Symantec ManHunt monebaggasse