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Knowledge Base Articles

Tech Support Cracks the Case: Supporting Success

Many technical support cases can be mission-critical with significant business assets at stake. When a Symantec sales team found itself head-to-head against a competitor for a million dollar NetBackup deal, they called on tech support for answers—and...

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  • 313 Views
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  • 2 kudos

Tech Support Cracks the Case: Quick Turnaround through Teamwork

In some cases, frontline technical support encounters an issue it just doesn’t have the resources to solve. In a recent case, a large, multinational electronics manufacturing customer called in with NetBackup problems. A number of its backup processe...

Turls by Level 6
  • 298 Views
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  • 1 kudos

Tech Support Cracks the Case: Practice Makes Perfect

Recently, a large provider of health insurance almost gave up on NetBackup as its disaster recovery solution-of-choice. But the vigilant support of Symantec technical specialists and engineers helped restore the company’s confidence in NetBackup disa...

Turls by Level 6
  • 866 Views
  • 4 comments
  • 3 kudos

Two Countries, Seven Months, One Solution

Multi-national support An international financial organization failed to restore critical files at its London facility using NetBackup 6.0 and called Symantec U.K. frontline support for help. After a number of unsuccessful attempts to restore the da...

Turls by Level 6
  • 272 Views
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Tech Support Cracks the Case: Fast Fixes Without the Finger Pointing

This is about a federal agency—one of the biggest—that faced big IT problems. A 12-million-dollar product implementation ground to a halt and 22 problem reports were opened within two weeks. Then within those same two weeks, all 22 problems were solv...

Turls by Level 6
  • 323 Views
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  • 1 kudos

Tech Support Cracks the Case: Sleeping on the Job

Symantec channel partners are dedicated. One such contractor called in to Symantec support when she was having difficulty upgrading a local government site on the West coast to the latest version of Backup Exec (BE). It was her responsibility that Th...

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  • 376 Views
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  • 5 kudos

Tech Support Cracks the Case: Cross-channel Support

Good installations can go bad When a large Canadian IT consultant ran into trouble serving a client, it turned to Symantec technical support for assistance. The customer site had suddenly lost the ability to perform backups. The consulting firm had c...

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  • 333 Views
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  • 1 kudos
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