How can I open a support case via the Symantec.cloud configuration portal

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Article ID: 178931

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Updated On:

Products

Email Security.cloud Web Security.cloud

Issue/Introduction

 

Resolution

Customers can raise cases directly to the Support team via the Ticketing Center within the Symantec.cloud configuration portal. Products that can be used to raise cases for are: Email Security.cloud, Web Security.cloud, Email Encryption.cloud, ATP Email or ATP Roaming.

Please note: If you're using a secondary portal login, the account will require Raise Tickets and View Support Content user roles.

Please follow the steps below to create a case:

  1. Logon to the Symantec.cloud configuration portal.
  2. Select the Support Ticketing Centre (MySymantec) from the Support tab.
  3. Select New Case.
  4. Please ensure the type of case is set to Technical. Then select the product you wish to raise the case for from the selection shown below. Please make sure you choose one of the following to ensure the case is routed to the correct team:

    Email Security.cloud (Anti-spam, Anti-virus, Data Protection, queries with the portal)

    Web Security.cloud (Web Scanning)

    Email Encryption.cloud (TLS Enforcements and PBE - Policy Based Encryption)

    Email Threat Detection and Response (ETDR)

    Advanced Threat Protection Roaming (ATP web/roaming)

  5. Please fill in the mandatory fields prior to clicking on Submit.

Subject: Please make this informative but brief.

Description: This needs to be a detailed explanation of the issue being experienced. For email problems please include information such as: Sender and recipient email addresses, errors received, date of transaction, etc. For Web issues please include information such as: How you are connecting to us, are you using a CSP or Smart Connect, errors received, etc. This information will allow support to address your issues in a timely manner.

Lastly, click Submit. This will provide you with the new case number and the case will be dispatched to the designated support team.

You can also interact directly with the support team via the Live Chat feature found under Support Ticketing Centre (MySymantec).