Symantec Endpoint Protection offers Home/Student Use licenses that are intended to allow customers to deploy a limited number of copies of the client onto the home machines of employees (or faculty and staff) at a significant discount over a normal new license purchase (SEP 11.0 standard license). The installation, configuration, and management method for these agents is at the discretion of the customer (the company or the school).
Support is not sold for Home/Student Use licenses. Support is shared with the Support agreement covering the associated standard license. The customer is responsible for providing support to the home-user; issues requiring escalation are submitted normally via the customer's registered technical contacts and maintenance agreement.
In short: Home or student users must contact their company or school to get downloads or technical assistance.