Symantec Product Management added the content filtering features into messaging and groupware products to be able to allow customer administrators more powerful tools and functionality, to customize filtering more uniquely to their own environments, and as an adjunct to increase the efficacy of the filtering products.
The content filtering tools and features are very complex, and they can be created and modified in a myriad of ways. This is extensively documented in the Administration guides with many examples. As such, administrators should consult the documentation and/or other advanced resources publicly available in the creation, modification, and fine-tuning of their own custom content filters.
It is Symantec Support’s policy to not assist in the creation of custom content filtering policies. To do so would consist of a level of customization that could result in Symantec Corp. being held liable for any damages or loss of business that resulted in the misconfiguration of a given custom content filtering policy, and this work is considered to be consulting or professional services work, and is outside the scope of product support. Symantec support will do troubleshooting of custom content filters that appear to be defects. However, it is beyond the scope of Symantec support to troubleshoot or fine-tune custom content filters to customize them for a customer’s environment, or because there is a lack of understanding of all the complexities that are involved with this
Exceptions to this particular statement would be product defects. Some examples: