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Problem Management

and Escalation Process

Reference Guide

ENTERPRISE TECHNICAL SUPPORT

Symantecs Commitment to Our Customers

Symantec is committed to delivering high-quality products and support to our

enterprise customers and partners. In the event that you need to escalate a case,

our senior technical staff is ready and available to help you quickly bring your

issue to closure. Symantec has built an efficient and sophisticated Global Escalation

Management process to keep you informed of your escalated case status everystep of the way. A manager is assigned to every escalation to oversee the case from

a holistic viewpoint. The manager is responsible for evaluating your situation,

facilitating the issue at a global level, and acting as an advocate on your behalf.

Features

Consistent worldwide problem resolution process

Formal action planning process

Specific roles and responsibilities for Escalation Team members

Active customer participation

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VerifySupport

Entitlement

First LineSupport

DutyManager

DutyManager

AdvancedLineSupport

Back LineSupport

ProductEngineering

TechnicalSupportCenter

BusinessCritical

Services

Severity1 or 2?

VirtualProblem

ManagementTeam

DedicatedEscalationManager

BusinessCritical Account

Manager

EscalationRequested

EscalationRequested

High BusinessImpact?

Case ManagementEscalation

Case ManagementEscalation

Escalation Process Overview

AuthorizedSupportPartner

NO YES

YESNO

YESNO

NO

YES

YES

YES

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Benefits

Rapid problem resolution

Improved communication

Minimal downtime

When should an escalation be initiated?

For customers and partners who hold a valid support services contract, an escalation

may be initiated when, after working through our standard support processes

and with our teams, you are not satisfied with the level or timeliness of service

you have received. Additionally, an escalation should be initiated when there

is tangible impact to your production environment, or there is high risk to the

business operations.

What is the process for escalating my case?

The entry point into the Symantec escalation process is through your local Technical

Support Center. When connected, please ask for the Duty Manager.

Have any relevant case numbers available to help us quickly identify the case

owners. Advise the Duty Manager of the situation including what actions you feel

are required from Symantec, production dates or deadlines that may be adversely

affected, and any other anticipated business impact if the case is not promptly

resolved. The Duty Manager is empowered to make a judgment on next steps. If the

problem can be solved easily and by a single management action, the Duty Manager

will typically take direct responsibility for resolving the issue.

However, if the situation is complex and has the possibility of a severe business

impact, the Duty Manager can assign a dedicated Escalation Manager who will

assume ownership of the problem and become your management point of contact

during the escalated condition. For Business Critical Services customers, the Duty

Manager will inform your Business Critical Account Manager who will assume the

role of Escalation Manager.

The Escalation Manager has access to a dedicated team of global escalation leaders

who are empowered to maintain the momentum of resolving the case. These leaders

will, where appropriate, engage the right executives within Symantec.

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Escalation Team Key Roles and Responsibilities.

The Escalation Manager leads a Virtual Problem Management Team of Symantec

specialists including the following technical and management staff:

Duty Manager

Entry point to the escalation process

Owns resolution of less complex issues

Is responsible for ascertaining the business impact of the situation,

based on the information you provide

Responsible for assigning an Escalation Manager for critical situations

Escalation Manager

Your advocate during the escalation process

Owns the problem and the overall action plan

Is responsible for customer satisfaction

Leads the escalation team

Obtains additional resources, as needed

Obtains your approval for the action plan

Works to ensure that all parties are properly informed

throughout the escalation

Technical Support Engineer

Assigned to develop, document, communicate and coordinate

the technical action plan

Identifies need for additional technical assistance

Monitors technical progress for the escalation and provides regular

updates to the escalation team

Ensures solutions and workarounds are delivered in a timely manner

Engineering provides specialized technical expertise up to, and including,

product code adjustments as required to satisfy our contractual commitments.

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What can I expect during an escalated status?

You and your assigned Escalation Manager will collaborate and develop a

communication plan. As needed, a technical plan of action will be co-developed toensure resolution of the technical issue. The Escalation Manager will update and

inform Symantec internal stakeholders, including your account team and Symantec

executives, of case progress. Your Escalation Manager works as your advocate

internally and will become a virtual member of your own problem resolution team.

What criteria does Symantec use for closing my escalation?

An escalation will be considered closed if it meets one or more of the

following requirements:

1. The initially agreed upon objectives have been achieved

2. A satisfactory monitoring period has elapsed without problem recurrence

3. The escalation has been reviewed and agreement reached to

downgrade the case severity level

4. You have agreed that the issue is resolved

5. A mutually accountable decision has been made that the issue cannot

or will not be resolved and this has been communicated to all parties

As part of our continuous improvement process, your escalation will be documented

and reviewed to help Symantec determine the steps that led up to the escalation

and how recurrence can be eliminated. If you have any concerns about how your

situation is managed, ask to speak to a Global Escalation Manager.

Technical Support Telephone Numbers:

Americas + 1 800 634 4747

EMEA + 44 870 606 6000

Asia Pacific/Japan + 61 282 207 111

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Copyright 2006 Symantec Corporation. All rights reserved. Symantec and the Symantec logo are trademarks or registeredtrademarks of Symantec Corporation or its affiliates in the U.S. and other countries. Other names may be trademarks of theirrespective owners. Printed in the U.S.A. 12/06 11486205