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Many technical support cases can be mission-critical with significant business assets at stake. When a Symantec sales team found itself head-to-head against a competitor for a million dollar NetBackup deal, they called on tech support for answers—and ...
Article by Swathi Turlapaty | 22 Jun 2009 | 0 comments
In some cases, frontline technical support encounters an issue it just doesn’t have the resources to solve. In a recent case, a large, multinational electronics manufacturing customer called in with NetBackup problems. A number of its backup processes ...
Article by Swathi Turlapaty | 07 May 2009 | 0 comments
Sometimes support boils down to pure numbers. Version numbers, that is. Recently a large county government customer contacted Symantec Business Critical Support (BCS) with an Enterprise Vault issue. Brian, the Business Critical Account Manager (BCAM) ...
Article by Swathi Turlapaty | 07 May 2009 | 0 comments
In most cases, technical support is called because something unforeseen with a customer’s systems has gone awry - a system crash, lost files, a major virus attack--are just a few of the kinds of problems Symantec technical support responds to every day. ...
Article by Swathi Turlapaty | 05 Apr 2009 | 0 comments
Recently, a large provider of health insurance almost gave up on NetBackup as its disaster recovery solution-of-choice. But the vigilant support of Symantec technical specialists and engineers helped restore the company’s confidence in NetBackup disaster ...
Article by Swathi Turlapaty | 17 Mar 2009 | 2 comments
Helping customers during a crisis can be a matter of obtaining history. One of the best practices in technical support is keeping accurate and detailed records of all aspects of support incidents. These records can be invaluable in providing a quick ...
Article by Swathi Turlapaty | 17 Mar 2009 | 1 comment
Some support issues span the globe and take weeks to resolve. Joel, a veteran Symantec Enterprise Vault (EV) support specialist, received a warm handoff from a Symantec support rep in Australia who was working with a customer at a large multinational ...
Article by Swathi Turlapaty | 17 Mar 2009 | 0 comments
Multi-national support An international financial organization failed to restore critical files at its London facility using NetBackup 6.0 and called Symantec U.K. frontline support for help. After a number of unsuccessful attempts to restore the ...
Article by Swathi Turlapaty | 26 Feb 2009 | 0 comments
If you speak German, you can call Symantec Enterprise Support Services and within minutes, you'll hear "Was ist los?" ("What’s the problem?") Finding a German-speaking storage system—that’s a little harder. Backup jobs were ...
Article by Swathi Turlapaty | 26 Feb 2009 | 0 comments
A communications company was using Veritas NetBackup to protect a large and vital database. However, the database failed in production, so the company's IT administrator needed to restore it. Since there wasn't enough space to restore the ...
Article by Swathi Turlapaty | 26 Feb 2009 | 0 comments