 |
|
| |
Symantec Platinum Support - Symantec Enterprise Firewall with VPN technical support - phone consulting - 1 year, English
In order to facilitate the implementation or use of Symantec software on large networks, Platinum support helps you to gain an in-depth knowledge of how your software works and how potential problems could be solved, and you will be able to keep up-to-date with the latest developments. It features toll-free (where available) technical support by telephone from 9: 00 a.m. to 6: 00 p.m; access to support via e-mail around the clock with an average reply time of 24 hours during business days; priority access to senior support staff specializing in supporting complex networked environments; delivery of software in-line revisions as required; access to Symantec's secure Platinum Support World-Wide-Web site for exclusive access to technical information; quarterly update containing technical notes and bulletins designed for IT professionals. Platinum Support subscriptions are designed for Help Desk personnel and IT staff in large organizations. The Platinum service is the most advanced support package provided by Symantec and includes not only hotline telephone support, but also a variety of features to assist the IT professional of a large organization in making the most of their Symantec software. Symantec designed Platinum to meet the needs of its largest customers and, as such, the following additional services can be purchased: Additional contacts; Emergency Service: (24x7x365) (Allows access to Technical Support seven days a week, 24 hours a day, 365 days a year for emergency issues. Emergency issues are those that materially affect mission-critical systems. After-hours calls will be received by the Symantec emergency service call-center, which will ensure a call back from a senior technician within 2 hours); Dedicated Technical Account Manager (Symantec will assign a primary support representative, who is a senior technician, and who will supervise support deliverables for a particular customer. Support queries will go to the corporate support telephone or e-mail groups, with close supervision by the dedicated technical account manager. Support issues that require escalation will be handled by the account manager, who will also summarize the support history once per quarter, directly to a designated customer contact. If the account manager is not available, he/she will designate an appropriate backup person who will perform the same function).
| |
|
