WiseScript Editor Reference 3
Technical Support
Symantec Technical Support maintains support centers globally. Technical Support’s
primary role is to respond to specific queries about product features and functionality.
The Technical Support group also creates content for our online Knowledge Base. The
Technical Support group works collaboratively with the other functional areas within
Symantec to answer your questions in a timely fashion. For example, the Technical
Support group works with Product Engineering and Symantec Security Response to
provide alerting services and virus definition updates.
Symantec’s maintenance offerings include the following:
z A range of support options that give you the flexibility to select the right amount of
service for any size organization
z Telephone and Web-based support that provides rapid response and up-to-the-
minute information
z Upgrade assurance that delivers automatic software upgrade protection
z Advanced features, including Account Management Services
For information about Symantec’s Maintenance Programs, you can visit our Web site at
the following URL:
www.symantec.com/techsupp/
Contacting Technical Support
Customers with a current maintenance agreement may access Technical Support
information at the following URL:
www.symantec.com/techsupp/
Before contacting Technical Support, make sure you have satisfied the system
requirements that are listed in your product documentation. Also, you should be at the
computer on which the problem occurred, in case it is necessary to replicate the
problem.
When you contact Technical Support, please have the following information available:
z Product release level
z Hardware information
z Available memory, disk space, and NIC information
z Operating system
z Version and patch level
z Network topology
z Router, gateway, and IP address information
z Problem description:
Error messages and log files
Troubleshooting that was performed before contacting Symantec
Recent software configuration changes and network changes
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