Services / Premium Support

Premium Support

Equip your enterprise with a single point of accountability and security expertise when and where you need it.

Securing Your Enterprise in Today's Environment Requires:

Partnership with a services expert focused on your business goals
Access to specialized technical expertise when you need it
Increased visibility to security trends in your environment
Product optimization to get more out of your investment

The Technical Account Manager

Symantec Premium Support focuses on timely, accurate issue resolution by placing a product family expert at the center of your tailored support experience. For a specific product family, this Technical Account Manager (TAM) will provide technical support, manage escalations, deliver case and system reviews, oversee environmental health checks, and provide proactive services like upgrade planning and feature optimization. Get the expertise you need to enhance your security posture with Symantec’s premium support offerings.

Service Feature	Standard Technical Support	Premium Support TAM
Technical Account Manager (TAM)
Priority escalation management
Periodic, automated support case reports
Quarterly/annual account reviews
Product upgrade planning
Priority access to experienced engineers
Service level guidelines for initial technical response; high severity issues	30 minutes	15 minutes
24x7 technical support
Product optimization services, featuring the Symantec Diagnostic tool (SymDiag)
Product upgrades, updates, patches, & security content (plus warranty coverage if applicable)
Access to technical webinars

Premium Support Customer Success Manager

Some customers may benefit from a Customer Success Manager (CSM) in addition to (or instead of) a Technical Account Manager. The CSM does not provide technical support directly for one family of products like a TAM, but rather coordinates a superior level of support across the Symantec enterprise product portfolio. Your calls to the Enterprise Customer Support team get priority handling and the CSM is your champion when you need an escalated response. Please contact your Symantec sales account manager for more information.