Data Loss Prevention

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How to Contact DLP Support

  • 1.  How to Contact DLP Support

    Posted Jul 06, 2009 03:48 PM
    OPENING A SUPPORT CASE (INCIDENT)

    Symantec provides our entire customer base with two mechanisms to open support cases via the phone or web. Both methods are outlined below. Please follow the steps outlined in order to expedite your request.


    Opening a Support Case by Phone:


    To open cases via the phone from the US please dial https://support.broadcom.com. For all other regions please click on the following link to find your local support number: http://www.symantec.com/business/support/contact_techsupp_npid.jsp
    NOTE: When prompted by the phone system please enter your Support Id this will help the Customer Service Specialist in validate your support entitlement more quickly.


    Opening a Support Case Online (Webcase):


    You will need your unique Contact Id to open a case via MySupport. Therefore, the first time you want to open a case, you will need to contact the Global Customer Support Services (GCSS) group first. Once you have your unique Contact Id you can open cases via the MySupport portal.
    Once you have your Contact id to open an case via the web please login to MySupport on the Symantec Support Website: https://mysupport.symantec.com/ and enter your unique Contact id and the details of your case in the appropriate fields.

    For assistance regarding your MySupport you can reference: https://mysupport.symantec.com/web/docs/MySupport_Help.pdf

    Please visit the Data Loss Prevention Knowledgebase Symantec Policies/Information section for a detailed article called: MySupport Account creation and utilizing MySupport: https://kb-vontu.altiris.com.


    OTHER SUPPORT RESOURCES:


    License Upgrade/Subscribenet Access Requests:

    To obtain help for non-technical issues Symantec provides access to dedicated Global
    Customer Care representatives who are available 24x7 to assist you in resolving
    licensing access issues, product download issue, and general help for non-technical
    issues. To open a case with the GCC(Global Customer Care) group in the US
    dial 1-800-721-3934.

    For all other regions please click on the following link to find your local support number:
    http://www.symantec.com/business/support/assistance_information.jsp