A How to Obtain Help
BackupStore 5000
Routine Maintenance
A-2
Symantec Corporation
Issue 01 (2010-03-26)
Time when the fault occurred
Detailed description of the fault phenomena
Device type, serial number, and software version
Measures taken after the fault occurs and the related results
Problem level and required solution deadline
A.1.2 Making Debugging Preparations
When seeking technical support, Symantec technical support engineers may help you to
perform some operations to further collect fault information or remove the fault.
Prepare some tools or components for engineers, such as spare parts of the blade and interface
card, screwdriver, screw, serial cable and network cable.
A.2 How to Use the Document
Symantec provides usage documents shipped with the device. Through these documents, you
can solve problems that occur during routine maintenance or troubleshooting.
To solve the problems better, use the documents before you contact Symantec for technical
support.
A.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
question 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:
A range of support options that give you the flexibility to select the right amount of
service for any size organization.
Telephone and Web-based support that provides rapid response information.
Upgrade assurance that delivers automatic software upgrade protection.
Global support available 24 hours a day, 7 days a week.
Advanced features, including Account Management Services.
For information about Symantec's Maintenance Programs, you can visit our Website at the
following URL:
http://www.symantec.com/techsupp/
A.3.1 Contacting Technical Support
A.3.2 Licensing and registration
A.3.4 Maintenance agreement resources
