symantec reference card_sev1 tsy_v4
TRANSCRIPT
7/28/2019 Symantec Reference Card_sev1 TSY_v4
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Sales Account Team
Roman PritzkowSales Account Manager
Mobile: +49 (0) 179 956 3322
Ali Moniri
Technical Account Manager
Mobile: +49 (0) 173 31 31 295
BCS Account Team
Regine KuhnkeBusiness Critical Account Manager
Mobile: +49 162 295 48 11
Doreen Link (Back up)
Business Critical Account Manager
Mobile: +49 173 6697 682
When making a call to support:http://www.symantec.com/business/support/c
ontact_techsupp_static.jsp for all country numbers
Have all required information ready before
placing the case:
• product name & version
• MP level installed on the product(where applicable)
• Operating System on which the
product is running• Important Background Information,
business impacts or deadlines
Logging Calls
• Call Symantec Support line
• Press option 1 for Support• Enter your Support ID to escalate call
• Live transfer for SEV 1, for SEV 2 onrequest
Tech Alert Subscriptions
www.symantec.com/business/support /news_bulletins/index.jsp
• Tech Alerts• TechNotes & Updates
• Patches / Fixes
Symantec Reference Document for
T-Systems International
Symantec Severity Level Definitions
SEV1 or Emergency Down - “System down” or product inoperative
SLG Response – 15 Minutes, live call transfer
SEV2 or Critical - Severely affects production or restricts major functionality
SLG Response – 2 Hours, live call transfer or callback / ema
SEV3 or Major - Issue with no major effect on business systems
SLG Response – 6 Hours, callback / email
SEV4 or Minor - Minor condition exists or documentation issue
SLG Response – by same time your next business day, emai
For escalation of an existing support case, please call your BCAM . If yourBCAM / backup BCAM is unavailable at short notice for very urgent cases, ca
Technical Services and request to speak to the Duty Manager first. Thisensures your technical needs are addressed as the priority. Your BCAM will
follow up at the earliest possible time.
Case Initiation Information
• Provide the T-Systems International Availability Support ID: 0682-6885
1852 • Cases that are not of a Severity 1 nature can be opened via the web at:
(https://mysupport.symantec.com)
• All case correspondence with Technical Support Engineers (TSE's) shouldbe completed via the support alias ([email protected] )
please include your case ID (9 digit number) in the email subject line.
• Cases do not “Follow The Sun” automatically – this needs to be requestedvia the TSE
• Your dedicated BCAM will be subscribed to all your cases. Any issuesplease contact your BCAM for further assistance.
Symantec Technical Services
Call Support: 069 95 08 62 93 (German)
Call Support: +44 870 606 6000 (English)
Company Name: T-Systems International
Customer ERP: 59492567
BCS Support ID: 0682-6885-1852
Email: [email protected]
URL: www.symantec.com/enterprise/support
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Symantec Reference Document for
T-Systems International
Severity 1 down escalation path
Call Symantec Support Hotline to create new ticket
Call Support: 069 95 08 62 93 (German)Call Support: +44 870 606 6000 (English)
+ BCS Support ID: 0682-6885-1852
Request Call live transfer
Hold the line for at least 15 to 30 minutes (if possible)
Work Case Call Symantec Support
Hotline and request to speakto the Duty Manager
Call Support: 069 95 08 62 93 (German)
Call Support: +44 870 606 6000 (English)
+ BCS Support ID: 0682-6885-1852
TSE call-back
Work Case