Ghost technical support options

Article:TECH107379  |  Created: 2000-01-19  |  Updated: 2007-01-31  |  Article URL http://www.symantec.com/docs/TECH107379
Article Type
Technical Solution

Product(s)

Environment

Issue



You want to know which support options are available for Symantec Ghost and Norton Ghost products.


Solution



The technical support options for Ghost depend on your version of Ghost. For information on consumer or enterprise technical support options, see the Service and Support Web site.

Symantec Ghost supported and discontinued products
Symantec continues to provide technical support for a product for up to six months after a newer version is released. After technical support for a product is discontinued, you can continue to obtain technical support information from the Service and Support Web site.

Why does Symantec discontinue technical support for old versions of products?
Symantec has made a decision to emphasize quality support for the current versions of its products.

Due to rapid changes in technology, each version of Ghost requires extensive training. As new products are released, new technology supersedes old technology, making older information and older product versions less useful in today's computer environments. Technical knowledge about old versions quickly becomes outdated. Training technicians on the old product versions would mean training them on old technology; new technicians receive training on new versions, but not on discontinued versions.

In addition, continuing to use out-of-date versions of utility products may result in incompatibilities due to changes in operating systems and new hardware technologies. Upgrading to the most recent version of your utility programs can prevent problems when you upgrade your operating system, hardware, or application software.

Which versions are still supported?
A current listing of supported enterprise products, including Symantec Ghost, is available here.

Symantec Ghost Support
PriorityCare 800 Support is available with a Gold or Silver support contract and applies only to Symantec Ghost products. The PriorityCare phone number is (800) 927 4017 and is available only in the U.S.A. and Canada.

If your version of Ghost has been discontinued, then Symantec no longer provides telephone technical support for the product. For other available support options, browse the Service and Support Web site for your version of Ghost.

How to get an updated version of Symantec Ghost
To purchase an enterprise version of Symantec Ghost, contact your reseller. Note that Symantec Ghost Solution Suite 1.0 and Symantec Ghost 8.0 are new versions, and not inlines. Only customers with upgrade insurance will receive Symantec Ghost Solution Suite 1.0 or Symantec Ghost 8.0 automatically. To obtain a copy of Symantec Ghost Solution Suite 1.0, Symantec Ghost 8.0, or to purchase upgrade insurance, contact your reseller.

To purchase a retail version of Norton Ghost, see your local software retail outlet or purchase Ghost online at Symantec Store.

Online support
Several support options are available at the Service and Support Web site. This Web site provides 24-hour access and includes the following options:
  • Hot Topics
  • Knowledge Base
  • Updates, patches, and manuals
  • Ask Symantec

Hot Topics
Hot Topics are documents that address some of the most frequently asked questions. Hot Topics are displayed automatically for enterprise products after you select the product and version.

Consumer versions of Ghost products display Hot Topics when you select an option in "top support issues and contact." At this time, Symantec's Web site does not have a page that displays all available consumer Hot Topics on one page.

Knowledge Base
The Knowledge Base (KB) is a collection of clearly written articles that answer technical questions and customer service questions. With the ability to update this information every hour, the KB is an excellent source of current information.

Free updates, patches, and manuals
We emphasize keeping download times as short as possible and ensuring that our file download site is available 24 hours a day. If you need a program update or document, chances are good you will find it here. Symantec provides the Ghost user manuals in PDF format for free.

Note: If there are no updates or patches available for your corporate product, the "Updates, Patches and Manuals" option will not be included in the list of technical support options.


Ghost trialware
Try-Before-You-Buy and trialware are supported online at the Service and Support Web site. Please note that telephone technical support is not available for Try-Before-You-Buy and trialware products. For more information on Ghost evaluation copies, see the document Information on the Ghost trialware.






Legacy ID



2000091913201225


Article URL http://www.symantec.com/docs/TECH107379


Terms of use for this information are found in Legal Notices