Articles

Tech Support Cracks the Case: Going by the Numbers

Sometimes support boils down to pure numbers. Version numbers, that is. Recently a large county government customer contacted Symantec Business Critical Support (BCS) with an Enterprise Vault issue. Brian, the Business Critical Account Manager (BCAM)...

Tech Support Cracks the Case: Timely Support Takes Time

Some support issues span the globe and take weeks to resolve. Joel, a veteran Symantec Enterprise Vault (EV) support specialist, received a warm handoff from a Symantec support rep in Australia who was working with a customer at a large multinational...

Tech Support Cracks the Case: One Little Digit Brings Email Access to a Halt

Late on a Friday afternoon during their first backup after installing Enterprise Vault, a county office was having problems accessing email through Outlook Web Access. The Enterprise Vault administrator needed to be sure that weekend users would be ...

Tech Support Cracks the Case: Installing Enterprise Vault in a Microsoft Clustered Environment

Microsoft Cluster Service won't recognize Enterprise Vault In December 2007, Lisa, a Symantec systems engineer, was on-site at a customer installing Symantec Enterprise Vault to archive the customer's IBM Lotus Domino data. The customer uses Microsof...

Going Behind the Scenes to Archive Incoming Emails

A large communications firm was investigating an employee and wanted to be able to capture his incoming emails without alerting him that his communications were being monitored. Their HR manager contacted Symantec to find out if such monitoring could...

Tech Support Cracks the Case: A Cluster Configuration Conundrum

A large global financial institution was trying to install Symantec Enterprise Vault, but the installation program was hanging up repeatedly during configuration. Their IT team was trying to set up the software in a cluster configuration but they we...

Tech Support Cracks the Case: Accessing Outlook Online with Enterprise Vault

A large government office wanted to configure Enterprise Vault to give employees access to their Outlook e-mail via the Internet, but they were having trouble configuring the Outlook Web Access (OWA) plug-in. They were getting error messages in both...

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