Enterprise Vault

Hi,

As you know to communicate with our customers we have many ways,  Forums, tech notes, tech alerts.

Currently we will create product tech alerts for serious issues ie data loss, security or data integrity issues.

But what if an issue comes to light after release that's 'pretty bad' but does not fix the above criteria  It's something some customers will come across and they won't 'love us' for it, but currently apart from a tech note (which may only be discovered by the customer after the issue has occurred), what should we do?

So I guess I'm asking what would you want, more emails from Symantec about issues?  if so, how many emails is too many?  Once a week too many, once a month, a newsletter?   If we did more emails, would you honestly read them.  Perhaps there is nothing we can do, nothing apart from us trying to avoid such issues in the first place?

Would appreciate your thoughts on this.

Hi,

To allow support to work effectively on your support case we automatically send an email to you when you log a case.  Please do read this as it includes information which may well allow you to resolve the most common issues.  

If the suggestions cannot resolve it, we do ask you to run the deployment scanner and send us that information.  From time to time, I do work with support engineers to review the cases we get and many of them don't have this information in so adding a great deal to delays. 

 I cannot stress enough the importance of this and information from you describing in your own words the problem and when it began to occur etc.  The sooner the tech support engineer has this data, the sooner they can get to resolving your case and less time going back and forth trying to contact each other trying to get data. 

Mike