Enterprise Technical Support update following the Broadcom Inc. acquisition of the Symantec Enterprise Security Business

Products

• Symantec Products

Resolution

Dear Valued Customer:

Symantec Corporation (“Symantec”) and Broadcom Inc. (“Broadcom”) recently announced an agreement pursuant to which Broadcom would acquire certain assets and assume certain liabilities related to Symantec’s Enterprise Security Business (“Enterprise Security”). The acquisition became effective on November 4, 2019.

The Support Terms and Conditions for your Symantec solutions remain unchanged, but please be advised that we have had to update some processes including our support case logging methods and call flow model as we transition to Broadcom applications and systems, and this means there will be changes to your Enterprise Technical Support experience. 

Please reference the below FAQ for information on how best to request and receive Enterprise Technical Support during this time and subscribe to this article to receive notifications as additional details are published. We would like to reassure our Customers that all steps are being taken to continue to provide quality support for your Symantec solutions. 

Is there a preferred support channel Symantec recommends using?

While all support channels continue to be available after November 4th including online resources, phone and chat (non-technical enquiries only), due to the anticipated higher than normal phone hold times, severity 2 – 4 cases should be opened via the web (MySymantec). 

For severity 1 cases, please reference the below FAQ. Non-technical cases may be logged 24/7 via MySymantec or by phone during regional business hours. Per existing policy, priority is given to solving severity 1 cases according to Symantec’s stated Service Level Goals. Lower ranked severities are addressed within regional business hours. Refer to the Support Reference Guide for case severity definitions. 

Read about Symantec’s Enterprise Support Resources including self-service options, Symantec Connect, diagnostic tools and subscription services.

NOTE: Phone support will be available in English per current policy. Where possible we will use commercially reasonable efforts to provide non-English language support during regional business hours, subject to our having available resources. For more information, refer to the list of global contact numbers.
 

How do I receive support on severity 1 cases? 

24/7 phone-based technical support continues to be available as usual for severity 1 cases. All severity 1 cases must be logged by phone as follows:

• Premium Support Customers with TAM/DSE: Premium Support Customers are encouraged to contact their TAM/DSE for immediate assistance during regional business hours or phone Technical Support outside of regional business hours.
• All other Customers should phone Technical Support directly and speak with a Customer Care Agent or leverage the “leave a message” option presented in the IVR system.

The IVR system is requesting I enter my Support ID, where can I locate this number?

The Customer Support ID (SID) can be located in a number of ways: 

1. Listed on the e-fulfillment letter at the time of purchase 
2. By logging into MySymantec and following these steps:
   • Click on the My Products tab
   • Locate the product you require support on
   • Reference the Support ID number as shown below

 

How long will the call back process be in place?

Our goal is for this to be a seamless transition as possible, however during the transition period there may be a disruption to how Customers request support. Please know we value our Customers’ business and we’re working aggressively to integrate the Symantec Enterprise Security business with Broadcom as quickly as possible after which time additional details regarding how to request and receive support will be communicated.    

What is the Broadcom policy for weekend and holiday support?

Broadcom provides weekend and holiday support Severity 1 cases only which mirrors Symantec’s current policy and practice. Severity 2 – 4 cases will be supported during the next regional business day. Refer to the Support Reference Guide for Service Level Guidelines.

Where can I learn more about the transition of various support portals, services, tools and assets?

Please reference the Symantec to Broadcom Support Systems Transition Guide for more information about the various Symantec systems and their transition to Broadcom.