Support Policy for Symantec's Messaging and Web Security Appliances - Hardware/Software

Article:TECH89512  |  Created: 2008-01-13  |  Updated: 2012-03-16  |  Article URL
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Technical Solution


What is the Support Policy for Symantec Messaging Gateway (formerly Symantec Brightmail Gateway), Symantec Web Gateway, and Symantec Traffic Shaper (formerly Symantec Brightmail Traffic Shaper), when a hardware or software change is requested?




The following items outline the Symantec Policy for Symantec Messaging Security Appliances and they are valid for all customers:

  • No hardware can be replaced or added.
  • No root access can be enabled or obtained.
  • The installation of third party software is unsupported.
  • The installation of software diagnostics tools is unsupported.
  • Batteries can be replaced at the direction of the hardware support vendor.
  • Only the vendor can instruct customers to reseat hardware parts during troubleshooting.
  • The software will not be installed/supported under non-standard hardware platforms.

NOTE: Non-adherence to these policies will take the appliance out of full support.  If an appliance is not under full support, Symantec can require a customer to restore the appliance to its unmodified state before providing any additional support.


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