The nature of Symantec Workflow and ServiceDesk products raise some questions regarding what are the expectations of Symantec Technical Support staff. Given the breadth of, and easily customized nature of these two products, it is important to define guidelines for the support of these products.
It is the primary focus of Symantec Technical Support to assist customers in installation, basic configuration and component break/fix situations. Below is the Supportability Statement for Symantec Workflow and ServiceDesk:
In accordance with the Symantec Enterprise Support Policy, support for ServiceDesk content includes the following:
ServiceDesk support does not include the following items:
In accordance with the Symantec Enterprise Support Policy, support for Workflow content includes the following:
Workflow support does not include the following items:
As needed, support may present projects or packages as examples of a certain process and component usage. These projects are for training and example purposes only and are not supported by Symantec. They may be used as examples of how to approach a particular problem or idea in a process, but may not always be considered best practice.