Top Issues!
In one of our previous blogs (https://www-secure.symantec.com/connect/blogs/symanteccloud-support-blog), we looked at the top issues our customers are raising with Symantec.cloud support. In April, these issues remained in the number one and two slots. Firstly, the Submission of Spam Samples. Many of our customers are now using the Symantec Email Submission Client, installed on their Exchange environments. This tool allows users to submit spam samples directly to our analysis teams, without the need to raise a support case. It really is helping us to help you, so if you aren't using it already, head over to the Downloads section of our customer portal and download the file. It's a quick and easy installation, and a very lightweight add-on.
We're also continuing to see Email Delivery issues as a very common case type. We know that over 9 out of 10 of these cases are caused by an issue outside of the Symantec.cloud infrastructure, so it has occurred to us that our customers need better visibility of their managed service. To this end, we're working on a project to deliver health check tools directly in our Customer portal. These tools will allow customers to quickly identify if there is an issue, where it is and get advice on how to rectify it. We're also looking at proactive alerting should these tools identify an issue. This is a work-in-progress for us so as yet we don't have a delivery date, however we'll be sure to keep you informed on our progress.
Elsewhere in our products, the most common cause for cases in our Web Security support is Advice on URL rule configuration. Our support agents are always on hand via phone, email or chat to assist in the creation of rules for this service. We recognise that due to the complex nature of how websites operate, controlling access can also be complex in turn. Before you create rules for the first time, we'd like to recommend you take a look through our online help articles here https://help.symanteccloud.com; just search for "URL Filtering".
Introductions!
We thought we'd take a moment to introduce you to the Symantec.cloud Client Support Managers around the world. The support managers are always on hand to ensure smooth operations within support, and are directly available should you need any assistance.
Hackim Farrell, Americas. Hackim has been with Symantec delivering support for nearly a decade. He has worked with the complete range of clients as a support agent, team leader and now as a support manager. Hackim is assisted by his team leaders, Anand Gurdial and Fahad Elahi.
Warren Sealey, Europe, Middle East and Africa. Warren has been with Symantec for nearly 15 years, and was formerly a Training Director. As such Warren knows how to utilise our products exceptionally well. Warren is assisted by his team leaders, Daniel Kelly, Ian Tiller and Howard Emanuel.
David Matrone, Asia Pacific. David has been in support roles for 13 years, and brings a wide variety of experience to a multi-faceted region. David is assisted by his team leader, Lennard Pangilinan.
Yasufumi Tsuiji, Japan. Yasufumi has been with Symantec for 12 years, always in account management and customer service roles. He is experienced both technically and managerially as a result of this.
All of our Client Support Managers and their team leaders are directly available should you need any assistance beyond that offered by our support teams. You will find all their contact details on the Contacts and Escalations document located within the Support section of our customer portal. That document can also be viewed here: http://images.messagelabs.com/EmailResources/SupportDocs/GCSC_Contact_Escalations.pdf