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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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Oct 8, 2008, Symantec to extend online services with acquisition of MessageLabs. Read the press release Resources Webcast Online Storage for Backup Exec - An Up Close Look
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Symantec Protection Network provides market-leading Symantec technologies to customers as online services. software

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Customer Success

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

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Podcast Symantec Security Update May 2006

A Symantec Security Response Podcast featuring information from the latest Symantec Security Update for May 2006. The goal of this podcast is to help you better understand some of the threats and trends identified in the report and to help educate users on how to protect themselves. This update covers the top developments in vulnerabilities, attacks, top bot infected cities, malicious code, and spam in the Americas region during this period. lap top

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Podcast Internet Security Threat Report, Vol.12: Future Watch - Virtual Worlds

This Symantec Security Response podcast is an analysis of future threat trends found in the latest Internet Security Threat Report Volume XII. The goal of this podcast is to alert listeners to emerging threats and trends that Symantec expects to develop over the next twelve to twenty-four months. memory

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Software piracy is stealing. If you or your company are caught copying and/or distributing illegal copies of software, you could be held liable under both civil and criminal laws. If the software owner decides to sue you or your company, the owner can seek to stop you from using/distributing its software immediately and can also request monetary damages. The software owner may then choose between actual damages, which includes the amount it has lost because of your infringement (as well as any of your profits attributable to the infringement), and statutory damages, which can be millions of dollars in cases of willful infringement. In addition, the government can criminally prosecute copyright infringement. If convicted, infringers can be fined up to $250, 000, and/or sentenced to prison for up to five years. intel

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U.S. Copyright Law U.S. Copyright Law {Title 17 U.S.C. Section 101 et seq., Title 18 U.S.C. Section 2319}

Copyright infringements can be punishable by up to five years in prison and $250, 000 in fines. Repeat offenders can be imprisoned for up to 10 years. Violators can also be held civilly liable for actual damages, lost profits, or statutory damages up to $150, 000 per work. computer sales

The Need for Email Resilience Media Resources Media Contacts Symantec.com

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Podcast The Need for Email Resilience

The rapid growth of electronic mail threatens to overwhelm today s enterprises. While email plays an essential role in improving workforce productivity, it also creates a glut of information for most organizations and a storage nightmare for IT departments. This podcast looks at why enterprises should consider establishing a resilient framework for the efficient retention and retrieval of email. printers

Symantec Family Online Safety Guide Wins 2008 iParenting Media Award PRINT THIS PAGE Press Release Press Releases Symantec Perspectives Social Media Center Media Resources Media Contacts Symantec Family Online Safety Guide Wins 2008 iParenting Media Award

Spanish-Language Edition Now Available for 2008 CUPERTINO, Calif. Feb. 20, 2008 Symantec (Nasdaq: SYMC), makers of Norton security software, announced today that the Norton Family Online Safety Guide was awarded the iParenting Media Award in the Best Book category. Written by Internet Safety Advocate Marian Merritt with a foreword from Lauren Nelson, Miss America 2007, the free educational guide, which launched last summer, provides practical tips for parents and educators on how to keep children safe on the Internet. Due to the guide overwhelming popularity, the guide has now been translated for Spanish-speaking families and educators. technology

The iParenting Media Awards Program provides a credible and objective method of determining the best products in the marketplace and then honors them with the one of the most respected consumer awards. It is the only consumer awards a herf= http:// .com/isofaq.php program certified by ISO 9001:2000, the internationally recognized standard of quality assurance. Its reviewers are a diverse set of parents, experts, licensed childcare centers and schools nationwide. mainframe

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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. digital cameras

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. desktops

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: cognos

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

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

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

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

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

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. printer

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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. xseries

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. maxtor

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

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

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

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

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

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. it support

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