Broadcom Symantec Software Support
Personalized Support from Industry Experts
As your distributor, you are familiar with our many services to assist in taking your solution to market, but did you know that TD SYNNEX has been providing support services for software from leading vendors for over 15 years?
TD SYNNEX provides around the clock reliable Technical Support that includes many additional services that you would expect out of a Premier Support Service Provider.
Severity Levels and Response Times
All service requests logged with support are assigned a severity level from 1 to 4 based on the impact on your business. The customer determines the initial severity level when placing a request for assistance. Severity levels may be changed after initial contact and assessment of the issue from a Tech Data Support Engineer, providing the customer is in agreement.
Support Portal
Click on the link below to access our Support Portal to submit Severity 2-4 cases, or see the status of a case.
Please, call us for all Sev-1 issues.
Click to Login
Copyright © 2022 TD SYNNEX. All rights reserved. legal notices | privacy | terms & conditions
Call Us
If your system is down and the condition is impacting a production environment, please reach us immediately at the number below.
customer-service
help
+1-833-344-1212
TD SYNNEX Technical Support is a Click or Call Away!
First time visitors please read our User’s Guide to gain access to all our support resources.
Additional Resources
Broadcom Symantec Documentation
Broadcom Symantec Knowledge Base
Broadcom Symantec Forum
Your system is down, and the condition is impacting a production environment.
Response time: 1 hour, 24/7
Severely limited functionality is impacting business.
Severity 2 problems could have the following characteristics:
Product error or failure forcing a restart or recovery
Functionality unavailable but the system is able to operate in a
restricted fashion.
Response time: 2 business hours
Majority of software functions are usable; low impact to business.
Majority of software functions are usable; low impact to business.
Severity 3 problems could have the following characteristics:
Incorrect product behavior/error with minor impact
Specific product questions regarding functionality or
configuration.
Response time: 4 business hours
Software is functioning with minor problems.
Severity 4 problems could have the following characteristics:
Support Portal administrative requests
General requests for advice on product usage and configuration
Clarification on product documentation or release notes
Response time: 1 business day
1
2
3
4
TD SYNNEX Technical Support is a Click or Call Away!
Broadcom Symantec
Software Support
First time visitors please read our User’s Guide to gain access to all our support resources.
Broadcom Symantec Documentation
Broadcom Symantec Knowledge Base
Broadcom Symantec Forum
Additional Resources
Response time: 2 business hours
Severity 2 problems could have the following characteristics:
Product error or failure forcing a restart or recovery
Functionality unavailable but the system is able to
operate in a restricted fashion.
Response time: 4 business hours
Majority of software functions are usable; low impact to
business.
Severity 3 problems could have the following characteristics:
Incorrect product behavior/error with minor impact
Specific product questions regarding functionality or
configuration.
Response time: 1 business day
Severity 4 problems could have the following characteristics:
Support Portal administrative requests
General requests for advice on product usage and
configuration
Clarification on product documentation or release notes
Copyright © 2022 TD SYNNEX. All rights reserved.
legal notices | privacy | terms & conditions
TD SYNNEX Technical Support is a Click or Call Away!
Severity Levels and
Response Times
All service requests logged with support are assigned a severity level from 1 to 4 based on the impact on your business. The customer determines the initial severity level when placing a request for assistance. Severity levels may be changed after initial contact and assessment of the issue from a Tech Data Support Engineer, providing the customer is in agreement.
Response time: 1 hour, 24/7
Your system is down, and the condition is impacting a production environment.
Severely limited functionality is impacting business.
Response time: 2 business hours
Severity 2 problems could have the following characteristics:
Product error or failure forcing a
restart or recovery
Functionality unavailable but the
system is able to operate in a
restricted fashion.
Majority of software functions are usable; low impact to business.
Response time: 4 business hours
Majority of software functions are usable; low impact to business.
Severity 3 problems could have the following characteristics:
Incorrect product behavior/error with
minor impact
Specific product questions regarding
functionality or configuration.
Software is functioning with
minor problems.
Response time: 1 business day
Severity 4 problems could have the following characteristics:
Support Portal administrative requests
General requests for advice on
product usage and configuration.
Clarification on product
documentation or release notes.
Copyright © 2024 TD SYNNEX. All rights reserved. legal notices | privacy | terms & conditions
Non-Technical Support
Provides license keys.
Provides Broadcom Support Portal assistance. (including registration, password, Case management and product download support).
How to open a non-technical case with a Broadcom Support Profile.
Additional Non-Technical Resources
How to download Licenses
How to build a profile on the support portal
Submit a Non-Technical Support Case With a Broadcom Profile
Provides technical support for product usage, downloads, installation, upgrades and migrations.
Answers your technical questions and helps you resolve your Broadcom software problems.
Submits product change requests to product engineering teams.
How to open a technical case with a Broadcom Support Profile.
**For severity levels and response times, see the User Guide.
Additional Technical Resources
Broadcom Knowledge Base
Broadcom TechDocs
Broadcom Community Forum
Submit a Technical Support Case With a Broadcom Support Profile
Technical Support
Contact Us
First time visitors please read our User’s Guide and FAQs
Broadcom Software Support Services
TD SYNNEX Technical Support is a Click or Call Away!
