Hardware support for Symantec Security Information Manager Appliance

Products

• Security Information Manager

Issue/Introduction

You experience hardware issues with Symantec Security Information Manager, and you need to know how to receive hardware support.

Resolution

The following steps describe how to contact technical support, and what happens next.

The Symantec Security Information Manager technical support process

1. Contact Symantec Platinum or Gold Technical Support, in accordance with your maintenance agreement, with the following information:
   • Your Contact ID
   • Service tag number of the appliance
   • Hardware model number
   • Information about what problems and error messages you see
2. Symantec Technical Support will assist you in troubleshooting the hardware.
3. Upon discovery of any failure of the hardware, or component thereof, Symantec Technical Support will contact Dell.
4. The Dell Technician may request further troubleshooting steps, if necessary.
5. If the appliance is located in a region with next business day service, Dell may schedule an on-site visit from a Dell Technician. A service technician will usually be dispatched to arrive at your location on the next business day (during your principal period of maintenance). The hours are Monday through Friday 8:00 AM to 6:00 PM local time, excluding regularly observed holidays. If the service technician is dispatched after 5:00 PM local time, the service technician may take an additional business day to arrive at your location.
6. If the appliance is located in a region without next business day service, Symantec will initiate the return merchandise authorization process.
   • The possibly defective hardware shall be returned to Symantec, securely and properly packaged, with freight and insurance prepaid. The RMA number must be prominently displayed on the exterior of the shipment packaging and with the hardware. Symantec will have no obligation to accept any hardware that is returned without an RMA number.
   • Symantec will return repaired or replaced hardware to you in accordance with the warranty. Symantec will pay shipping and insurance on such hardware.
   • The following countries do not have next-business-day service: Czech Republic, Hungary, Israel, Poland, Russia, Saudi Arabia, UAE, Croatia, Cyprus, Iceland, Morocco, Romania, Slovakia, Slovenia, and Tunisia.

Please refer to your End User License Agreement for more information about your hardware warranty.