If you have an existing customer who previously purchased support for one of Symantec's products, or had interacted with Symantec Enterprise Support Services (ESS) they most likely received an email from Symantec saying that an online self-service account—or SymAccount—had been created for them. Please know that this was a valid email and part of the upgrade to Symantec's tech support experience. Symantec created these new accounts as part of the migration effort to the new platform.
If you have questions about the upgrade, please visit PartnerNet, where you can access the latest information. You can direct your customers to Support Online where they can access demos, frequently asked questions and other resources.