Premium Support
Symantec trusted advisors will help you protect your business and achieve successful security outcomes.
Offerings
Premium Support has two offerings available—Customer Success Manager and Technical Account Manager—to fit the needs of different business and overall requirements. These offerings can be purchased stand alone, or can be combined in various ways to produce a richer, more comprehensive experience.
Customer Success Manager
Partnership with a trusted advisor, a single point of contact who understands your environment and business goals. Fulfills frequent account and case management reviews to drive progress against key performance indicators. The Customer Success Manager (CSM) shares Symantec and industry best practices and advises on solution and feature adoption and performance. Provides escalation assistance as required to get the best support experience.
Technical Account Manager
Partnership with a named advocate, a support expert focused on your solution specific goals. Access to a designated support engineer with advanced technical expertise for one Symantec product family who directly manages your cases. Priority access to seasoned support engineers after regional business hours. Recurring summary reports are provided on cases, issues and industry trends. Where applicable, Symantec diagnostic tools (SymDIAG, SGARs, etc.) are employed to optimize solution effectiveness.
