1.
Essential Support.
• Access to technical support provided by telephone on a 24x7 basis;
• Continuous Efforts Problem Resolution Engineering (available upon request for Severity 1 Cases only);
• Access to the Symantec technical support website;
• Delivery of bug fixes and patches;
• Essential Support includes Content Updates, if applicable, and Upgrade Assurance;
• Licensee may designate up to six (6) individuals per title of Software for Essential Support to act as liaisons with Symantec Technical Services staff (“Designated Contacts”).
2.
Basic Maintenance.
• Access to technical support provided by telephone from 8 a.m. to 6 p.m. during the normal business week of, and in accordance with statutory holidays of, the country where the Software is installed;
• Access to the Symantec technical support website;
• Delivery of bug fixes and patches;
• Basic Maintenance includes Content Updates, if applicable, and Upgrade Assurance;
• Licensee may designate up to two (2) individuals per title of Software for Basic Maintenance to act as Designated Contacts as
defined above.
For details see the Support PDF -
http://www.symantec.com/business/support/Support_Certificate.pdf
Everything you need to know about obtaining Technical Support from Symantec
Can be found on this page -
http://www.symantec.com/business/support/support_policies.jsp
Let me know if this information fails to provide you the answers you are seeking.
Thomas