Endpoint Protection Small Business Edition

Hello,

I use a trial version of Symantec Endpoint Protection Small Business Edition, and I'm looking for the appropriate channel to ask technical support questions.

(I have posted my questions in another thread, since it seems to me like a different problem: https://www-secure.symantec.com/connect/forums/sep-sbe-managing-user-created-exclusions )

Here is what i tried:
- I sent an e-mail to "support [dot] cloud [at] symantec [dot] com", as suggested by the "About" box of my local installation. The automatic answer suggested to use the Management Console at www.hostedendpoint.spn.com .
- I opened a support ticket from the Management Console, but it's marked as "New" since March the 2nd.

Now my trial license has expired, but we're still interested in answers in order to make a decision to buy.

My questions:
1. What is the regular way to proceed for asking technical questions?
2. Is it normal that my support ticket got stuck to "New" (and that I didn't get answers)?

Thanks in advance,
Paul

(sorry if i selected a wrong tag, i'm new and i didn't find a really convenient one)

Sounds like the ticket was never actioned. I would call them and reference the ticlet number

1 (800) 721-3934

Thank you Brɨan for your quick answer.

Shame on me for not looking in my e-mail "Spam" folder... i had answers to my case there!

A few remarks:

- the support ticket status at https://hostedendpoint.spn.com/Support.aspx is misleading as it's stuck on "New" and i don't see the answers there

- the support e-mails say that i can see details if i connect to https://identity.symanteccloud.com/ or https://clients.messagelabs.com/ (which seems to redirect to the same address anyway), however my credentials are not accepted there and i don't receive the password reset e-mail (yes, i check my spam folder this time)

- thankfully, the e-mails from "enterprise_technical_support [at] symantec [dot] com" say that i can "Simply respond to this email with your solution confirmation or request for additional information."

- OT: the "other thread" i mention in my first post seems to have been deleted, but i don't know what i did wrong

If i receive answers to my e-mail, i will mark this post as solved - SOLUTION: look at your spam folder, d'oh ;)

But meanwhile, i am interested in how i can connect to https://identity.symanteccloud.com/