Symantec provides a range of support offerings backed by industry-leading expertise. Our Data Loss Prevention experts are committed to providing timely and accurate solutions to all types of support issues. Information outlining all of your support options is found on the Symantec support page.
Find and share technical information within the Symantec Connect
Symantec Data Loss Prevention Support FAQ
Question: Can customers still open up a technical support case by sending an e-mail to email@example.com?
No. As of August 29, 2008, firstname.lastname@example.org e-mail has been retired. The new process is one that is much more familiar to large enterprise customers.
Question: As of August 29, 2008, Symantec Data Loss prevention customers have be able to open up support cases, track case activity and add comments to cases via their MySupport Portal. Customers can also reach Support via the telephone at the numbers provided in the link above.
Customers will be greeted by a team of Professional Support Customer Services representatives who will open a new support case and then transfer the support case and caller to the Data Loss Prevention Support team. Additionally, customers will also have access to the new DLP Knowledgebase that has hundreds of up to date solutions.
Question: What information will customers need to open up a technical support case via the web or via the phone?
In order to log a Web-case and to obtain Technical Support assistance via phone, customers must present their unique customer Support ID.
On August 29, 2008, existing customers were e-mailed their new Support ID. New customers will receive their Support ID via the Support Certificate.
Question: Will customers be working with the same Data Loss Prevention Support Engineers as before?
Yes! Customers will continue to receive great technical support from the same seasoned Support Engineers as before. Due to the success of the Symantec Data Loss Prevention solution the team is growing, especially internationally.
Question: What if customers have an existing support case. How will they continue to get support on that case?
When contacting Symantec Data Loss Prevention Support, please reference the old case number. A new case will be opened and you can easily track progress and add comments via the MySupport Portal.