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Partner Support Recommendation

Created: 10 May 2012 • Updated: 30 May 2012 | 3 comments
Scott Riser's picture
1 Agree
0 Disagree
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Status: Alternative Solution

Can Partners get a special technical support number to call into where the respondents are aware of the special relationship Partners have? Its incredibly frustrating to call into technical support, tell them I'm a Partner and get treated like a customer. I don't need to go to the Tier 1 support guys who are running through a script that I've already gone through. I don't need to be asked if I've rebooted the server or reset IIS. If I'm calling tech support, I've already gone through at least 4 hours of troubleshooting and its not an easy fix.

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SymMatt's picture

Hi Scott - Priority queuing to the advanced level support team is provided as a benefit to Master Specialized Partners.  See the below text from the Master Specialization benefits page on PartnerNet:

Advanced Technical Support
Subject to additional terms and conditions, Channel Platinum, Gold, or Silver partner Master Specialization members will have 24x7 access to Advanced Technical Support with unlimited incidents. Master Specialization members will receive priority treatment through automatic escalation to backline support or immediate placement in the front of the queue, depending on the established support model for the relevant Symantec product. This Master Specialization technical support benefit is in addition to any existing support entitlements which may be provided to Master Specialization members under other Symantec Partner Program elements.

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stefan varga's picture

Becomming master is not easy, but it was worth it. Logging cases and getting in touch with advanced support people is a great experience. Calls are handled quicker and were resolved!

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MaRRuT@CC's picture

1 of the most important things about it is that to become a master is not useless! You're getting deeper and deeper into the yellow word, with specialized employess, good contacts in business and high success rates on your job with Symantec Products. The biggest thanks you will get is from your customers

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