A common issue for Symantec Customers is submitting a case for products that may be similar in naming convention, but are different security solutions, such as Symantec Endpoint Protection (SEP) VS Symantec Endpoint Encryption, which can be confusing to know how to log the support case.
To ensure you log the case in the proper queue and avoid potential delays, this article will provide some guidance on how to log Symantec Security products.
If you need assistance with our Symantec Encryption software solutions, submit the case under "Symantec Endpoint Encryption".
If you need assistance with Symantec Encryption Management Server (SEMS - PGP Universal Server, PGP Encryption Desktop or PGP-heritage products), choose Encryption Management Server.
If you need assistance with Altiris\IT Management Suite\Endpoint Management, choose the product "Client Management Suite" as the product.
If you need assistance with the Symantec Antivirus software, and/or Symantec Endpoint Protection applications, or SEPM, choose "Symantec Endpoint Protection".
If you need assistance with Symantec Email Security.cloud/Message Labs, submit the case under Email Security.cloud.
If you need assistance with Symantec Messaging Gateway (SMG/ On-Prem Solution), choose Symantec Messaging Gateway.
Each of our Symantec Enterprise Security teams are happy to assist!
If your SiteID is expired, or does not list the Symantec Endpoint Encryption or Symantec Endpoint Protection products (or any other Symantec products you would expect to see), please contact our Customer Care folks for further assistance.
To contact customer care, see the following URL and phone number:
Important Note: If you have a Sev1/Production Down issue, please contact customer care for prompt assistance. Cases logged in the support portal can be logged as Sev2 or lower priority only.