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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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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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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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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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Oil Gas Industry IT Regulatory Compliance

While oil and gas companies have long taken measures to protect their physical security, recent events have put a greater focus on cyber security articularly for SCADA and DCS systems. Since 9/11, industry associations such as the American Gas Association and the American Petroleum Institute have developed several standards for shoring up the industry IT infrastructure. Recommendations for IT security at pipeline operations include data encryption and the establishment of methodologies for assessing security vulnerabilities. brother

What more, federal and state agencies such as the EPA and DOT have overlaid environmental regulations mandating auditing, reporting, and disclosure requirements. Plus, the Sarbanes-Oxley Act requires all public companies to certify the effectiveness of their IT controls for financial reporting. In all, the industry faces a heavy regulatory compliance burden. netvista

The Symantec IT Regulatory Compliance Solution

Following best practices and including best-in-class products and consulting services, Symantec five-step security process is specifically designed to facilitate compliance: camera

1. Identify critical operational assets, catalog underlying technologies, and perform a security vulnerability assessment. networking

2. Create a security policy based on the vulnerability assessment and penetration testing, and monitor and enforce compliance. sharp

3. Conduct disaster recovery planning, including the evaluation of backup and restoration procedures and other measures that help ensure uninterrupted operations. cheap

4. Deploy protective security and disaster recovery measures that promote policy compliance. windows

5. Monitor and manage on an ongoing basis to ensure initial and continued compliance with regulations. monitors

Why Symantec

With regulations requiring thorough auditing to demonstrate compliance, IT monitoring and measurement capabilities are key. Symantec offers an unrivaled combination of security, backup and recovery, policy management, and reporting products and services to help your organization meet these requirements. Our industry-leading solutions can provide everything needed to achieve and demonstrate compliance with regulations governing the oil and gas industry. linux

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Information Risk Compliance - Symantec Corp. Information Risk Compliance Messaging Management

With increasing amounts of an organization s critical information residing in or passing through the messaging system, email has become a mission-critical business application. In addition to the increase in volume of the messages used in business transactions, ever-increasing threats, including viruses, worms and spam is causing a dramatic rise in the costs required to protect system uptime and data. computer support

Symantec s Messaging Management solution helps organizations reduce the cost of infrastructure and administrating the messaging system, such as Microsoft Exchange and Lotus Domino, while blocking known and unknown threats by providing a comprehensive solution and services from a single vendor. used laptops

• Improve Microsoft Exchange and Lotus performance by eliminating spam, viruses, and phishing attacks at the earliest point before they can impact the messaging infrastructure cameras

• Reduce the cost of managing the entire messaging infrastructure by consolidating on a single, integrated solution from one trusted vendor scanners

• Protect against spam and viruses in multiple information types such as email, instant messaging files, and Web communications panasonic

• Ensure a quick response to new threats with centralized updates pushed across the information infrastructure workstation

• Secure your information infrastructure more effectively with zero-day antivirus protection iseries

Why Symantec

Symantec offers a comprehensive solution to manage risks across the enterprise information and messaging lifecycle while lowering the total cost of ownership. Comprised of industry-leading threat protection, a content filtering, archiving and discovery product, Symantec Information Risk Management solution is flexible and scalable, which enables organizations to maximize the value of their information. backup

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