Technical Support Inquiry

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The Design Cycle

luonut Ravin Ratnasuriya

The Design Cycle - Raffi Macaraig

luonut Raffi Macaraig

Twitter/Social Media technique

luonut Luis Cruz

Lead to Close

luonut Christopher Garcia

Technical Support Inquiry

Advanced Forums - participation

Access private partner forums

Internal Forums - participation

Basic Forums - participation

Post on forum

Check status of previous forum post or thread

Advanced KB Content Type

Get how-to information

Get best practices and whitepapers

Request KB article

Best Practices Podcasts

Study best practices for installations

Compatibility Matrices

View supported environments for a product

What hardware could I buy to compliment your software

What products are working together (stack) where we should be careful in changing the integration

Read Hardware, Software, OS compatible lists

Concierge Chat Service

View push updates from concierge

Engage concierge services

Education Webinar Replay

Re-watch online courses

E-Track Access

Security Response - when will Definition be available

View my enhancement requests

New defects for my products

Enhancement request

Comment on defects

Generic product marketing collateral

View latest releases for my products

View product release roadmap

Product S/W Alert

View detail of new software alerts for my products

Product Upgrades

All support downloads

Upgrade product

Titan Access

Latest release of Titan client

Support Operational Performance Rpts

Access reporting data - historical data

See how value has been realized as a result of my investment in Symantec

Generate Monthly Ops Report

Web Case Management

Submit my System Diagnostics

Update case

Request Update on a case

Re-open case

Redispatch Case

Escalate a case

Close a case

Find out how to escalate a case

Check Incident Balance (for incident packs)

See cases needing my action

Check Case Detail Updates

View Case History

View all my open cases

Schedule support

Upload my company config mgmt scripts

Upload crash dumps into a case

Log a case on behalf of my customer

Log a case

Provide feedback on how case was managed or effectiveness of solution

Tools/Utilities

Remove Virus help

Update definitions

Tune System

Run health check on system, configuration

Run Pre-install system checks for specific products

Parse Log File

Get utilities and troubleshooting problem prevention

Submit my system diagnostics

Download Tuning scripts

Access diagnostic tools

Access demo scripts and files and other sales tools

View Queue Hold Times

View Call Wait times

Topic RSS Subscription

See my RSS feeds

Subscribe to RSS Feed for Forum

Symantec Web broswer Toolbar

Add Symantec Toolbar (Profiled for BCS, etc.)

Support Service Mkt Promotion

Get copy of support SLOs, policy and handbooks

Request, Purchase Remote Install (REIS)

Product Patches

Download patches / binaries

Download drivers

Phone Case Management

Call Support (getting Support numbers)

Online Customer Installed base rpts

Update Configuration Info or Install Base

Individual Consultant Scheduling

Schedule a consultant session

Request consultancy help

Etrack Access - Read only/Reporting

Get Bug/Patch Status

Enterprise Support Chat

Technical chat

Chat with Engineering

Basic KB Content Type

Add article bookmark

View top technotes

See threat alert map for security products

Review product version history (release date to EOL date)

See top ten articles by product

Plan an upgrade

Planning for an installation

UMI Message Lookup

Migration help

Search Knowledge Base to resolve issue

Installation or troubleshooting

Initial installation help

Look up Error message

Find documents for older, EOL products

Read or View product documentation

Virus Submission

Submit Virus

"Lockbox" SymProfile

Update my MOP for next upgrade

View most recently created technotes for my product

See top articles based on profile/preference

Subscribe to KB article

Manage subscriptions

Customize my reports with user-defined fields