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Broadcom Symantec Software Support

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Support Portal

Click on the link below to access our Support Portal to submit Severity 2-4 cases, or see the status of a case.

  • Please, call us for all Sev-1 issues.

 

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Call Us

If your system is down and the condition is impacting a production environment, please reach us immediately at the number below.

+1-833-344-1212


Additional Resources:

Severity Levels and Response Times

All service requests logged with support are assigned a severity level from 1 to 4 based on the impact on your business. The customer determines the initial severity level when placing a request for assistance. Severity levels may be changed after initial contact and assessment of the issue from a Tech Data Support Engineer, providing the customer is in agreement.

  • 1

    Your system is down, and the condition is impacting a production environment.

    Response time: 1 hour, 24/7

  • 2

    Severely limited functionality is impacting business.

    Severity 2 problems could have the following characteristics:
    • Product error or failure forcing a restart or recovery
    • Functionality unavailable but the system is able to operate in a restricted fashion.

    Response time: 2 business hours

  • 3

    Majority of software functions are usable; low impact to business.

    Severity 3 problems could have the following characteristics:
    • Incorrect product behavior/error with minor impact
    • Specific product questions regarding functionality or configuration.

    Response time: 4 business hours

  • 4

    Software is functioning with minor problems.

    Severity 4 problems could have the following characteristics:
    • Support Portal administrative requests
    • General requests for advice on product usage and configuration
    • Clarification on product documentation or release notes

    Response time: 1 business day

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