B.1 Preparations For Contacting Symantec
To better solve the problem, you need to collect troubleshooting information and make
debugging preparations before contacting Symantec.
B.1.1 Collecting Troubleshooting Information
Collect necessary information for the troubleshooting.
B.1.2 Making Debugging Preparations
B.1.1 Collecting Troubleshooting Information
Collect necessary information for the troubleshooting.
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Detailed name and address of the customer
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Contact person and telephone number
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Time when the fault occurred
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Detailed description of the fault
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Device type, serial number, and software version
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Measures taken after the fault occurred and the related results
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Problem level and required solution deadline
B.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.
B.2 How to Use the Document
Symantec provides usage documents shipped with the device. Through these documents, you
can solve problems that occur during troubleshooting.
To solve the problems better, use the documents before you contact Symantec for technical
support.
B.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:
B How to Obtain Help
NetBackup 5200
Routine Maintenance
B-2
Symantec Corporation
Issue 01 (2010-08-30)
