I rate Symantec support an eight out of ten. They are pretty solid in terms of technical know-how and support. My only complaint is the process of handing off between two support engineers. Whoever takes over will ask you to start from the beginning. There isn't proper documentation of the call and communication between engineers. 

Let's say you have made 60% progress toward resolving your issue. Whoever takes over from that engineer should be able to pick it from 60% and drive it to 100%. In most cases, the new engineer may even take you back down to 20%. It wastes a lot of time. 

We have contacted their technicians to help us with issues. The last one was very good. He tried to help us with different kinds of troubleshooting, as it was very important to find a solution.

On the rare occasions that I needed to call technical support, they were top-notch. I would rate them nine out of 10. There's always room for improvement, but it was pretty close to perfect.

I rate Symantec support six out of ten. They need more specialized support engineers with advanced knowledge of Endpoint Security. We have several people with experience using the product, so we know the basics already. Also, the resolution speed isn't acceptable.

The technical support is excellent; they always provide timely resolution of our queries regarding installation, support, deployments etc.

Symantec support is excellent.

Generally, we get a response, and it works, but we have seen some delays or very generic responses. If there is a quarantined file and we need information about what kind of data is there in that file, it takes a lot of time. We sometimes have to escalate to the next level for getting a proper and timely response because it's our client's data that is in quarantine. I would rate them an eight out of ten.

Their support is good. I would rate them a seven out of ten. Their response time varies. If your case is assigned to the India side, they take extra time. They will ask you for the log files, and the next day, they will do a remote session. Sometimes, the client gets frustrated because this is a security component, and they want to resolve the issue as soon as possible. If the case is assigned to someone on our side and we get a highly qualified person, they can handle it within a day.

We have not been in direct contact with Symantec technical support.

The training and documentation that they provide are helpful. There is a good amount of documentation that helped to provide us with a complete picture of the product. It's nice, neat, and easy to understand.

Their technical support is fine. I didn't find any issues with that. I would rate them a nine out of ten.

Their technical support is reactive. When you have an issue, you just log a service request and you can find an engineer to help you. I would rate their technical support a nine out of ten. We're very confident that whenever we have an issue we can find the solution. It also depends on the support you choose. We have 24-hour support.

I rate Symantec support a nine out of ten. I only had to contact them once in ten years, and the support was excellent. They solved the problem in ten minutes.

We have used their technical support a few times because we have had challenges with licensing issues. 

You have to go to the support site and log a ticket. They will assign it to an agent and then the agent will call and assist you with the issue. They have always been helpful whenever we have contacted them.

Because the threat hunting is done by AI/ML, we have only had to reach out to support when there is an issue. If we write them an email, we get responses promptly.

Technical support needs to be better. We don't have any specialists available for us. We are located in Latin America. We are located in El Salvador, in Central America. We don't have any specialists available for us in order to help us or to teach us how to solve our problems. We are looking online mostly at this point for some advice in blogs and forums. That's not what our expectations were when we signed up. We open tickets through the webpage and nobody happens. We are a little disappointed in that sense.

We have not yet used the Threat Hunter Team.

I would rate the technical support as nine out of 10. Most things are resolved within a day. Some things have taken a week because they needed to assess the system and what went wrong. Critical assessment of root causes takes about two to three days.

We haven't been too happy with technical support, We'd like them to be more helpful and responsive. 

I'd rate them an eight out of ten. We had to raise an issue only once, and it was resolved within hours.

I would rate them an eight out of 10. Sometimes, it takes a lot of time to connect to Symantec through a call. They usually reply by email. They are also reachable on call, but it takes lots of time to connect to them by phone.

I am happy with the solution's technical support team.

Their support isn't always very easy. It is difficult to know who to call. 

The online knowledge base is quite difficult to navigate because they seem to have so many products, and there are so many different versions of all of those products. It is hard to find an article that relates to the problem you are trying to solve.

Technical support is a bit of an issue. In Brazil, when we need technical support we use a partner. Every time that we contact Symantec, it will take a long time to get the answer. The primary contact is the partner who implements the software here. It's a local company from Brazil that handles all the support information and services for us. We just needed to make contact with Symantec one time however, the answer was so long that the partner got the answer to us first and therefore we really stopped trying to directly reach out.

The support from Symantec Endpoint Security is very good.

Once Symantec was sold to Broadcom, it became very difficult to reach out to technical support, and they just stopped being responsive. By the end, we were very unhappy with their level of support.

We have a contract with the local Symantec partner in Serbia so we can speak to them in our language. The support is very good. 

The technical support team’s response time is slow.

We have completed several installations but have never contacted technical support.

Technical support is good, but when they sold to Broadcom, even though people were paying for the support they were not getting it.

The technical support is very good. They have an Indian support team, so there are no delays in receiving support.

Their R&D teams are very strong in remediation.

We have been a Symantec partner for a long time. Since the Broadcom takeover, we have been facing many issues with support. In the last three years, we have not received proper support from them. We have had the worst experience with their support. They don’t understand the issue. I explain the problem, and after two or three days, they again come back asking for the log. I would rate them a five out of ten.

Their support is good. Every time we are facing an issue, their technical support team is able to help us. I would rate them a ten out of ten.

Currently, the technical support is not very good. I would rate them four out of ten. Their response time is slow.

I'm not dealing with this product on the front line—it's managed by my colleagues on the security team—but I think Symantec's technical support is fine. If we ever have an issue, I think we raise a ticket to Symantec's support center, and they take care of us. 

We have found Symantec's technical support to be very sluggish. They are very slow to respond and alert us to changes. It's quite a problem. Trend Micro, for example, has much better service. Even if you look at Palo Alto, they really work with you and give you complete training. Symantec really doesn't offer its clients much.

When we were not able to find a solution to issues we are having we have contacted technical support. There are times we created a support ticket in the morning and they respond in the evening when we are not available. However, they have been helpful and eventually provide us with a solution, it can take a bit of time.

I have not personally contacted technical support, but my security team may have.

Broadcom is concentrating on its top 200 customers. I don't think my team is overly impressed with the support they have been getting.

The support needs improvement.

The support from Broadcom has been good.

The support hasn't been fantastic lately. It can be better. We're not very satisfied overall. They need to be more helpful and responsive. 

I have an IT department that gives me technical support.

The technical support is similar to other companies. You're assigned a low level guy on your first call. We don't have issues with the basic things, it's more about the bigger problems so we always have to escalate and they do a good job of it.

I have not contacted technical support.

Since the division of the company, we have experienced a lack of support.

We are not satisfied with the technical support and find it greatly lacking.

Initially, our customer had a problem with SSO, and they contacted Symantec's technical support. They got immediate support, but the support that they received was not good.

I have not had much experience with their tech support. 

We've dealt with technical support in the past. They are okay, however, they could be faster in their response time. We're not fully satisfied with their level of service.

I would rate them a 10 out of 10. They supply good support and have a good knowledge. 

We have not had a positive experience with technical support. 

The Symantec customer support team is responsive by email. I would say it is between 80% to 90% effective.  

I've used technical support in the past. They've always been okay. We've had very few incidents where we've had to have to call them and ask for assistance. Out of those incidents, in my recollection, the last one was probably a couple of years ago, but those incidents were quickly resolved. 

I would say, overall, we've been satisfied with their level of service in the past.

I only use the technical support once or twice a year. I find that sometimes they are a bit slow to find a solution. 

So far, my company has not faced any problems with the solution's technical support. I rate the technical support an eight out of ten.

Technical support has been very good so far. We find them to be helpful and responsive. We're quite satisfied with the level of support we get.

We have not used the technical support so far.

Broadcom's support is friendly and very professional. However, in Pakistan, the support team takes more time than Trend Micro or Sophos to reach the bottom, as their policies are under review. A strategy should be employed to open this to Pakistan, as well. As such, a delay occurs, something which occasionally comes about indirectly. The support itself is good, but the issue which needs to be addressed concerns the promptness with which an assigned engineer can address each ticket we open. 

I am not directly involved with the support team, one of my colleagues handles this communication.

Customer Service:

Customer service is very good.

Technical Support:

I used technical support through a vendor and they were very good.

Technical support is good.

The support from Symantec has been poor in my experience. They did not have the knowledge to help us with the issues we were facing.

The technical support is also very good. Any time that I open a case with them, they have three types of support levels. If I put it on two, immediately they call me, or if nobody is online, there are the chat agents.

You can start and use the chat for support. The support is very good. But Kaspersky has 24-hour support. You cannot stop your business continuity. We can't tell the people they will come online later. Other than this case, Symantec is very good.

We haven't used their technical support. We receive support directly from Symantec here in Mexico and they are pretty responsive.

We wanted to reach technical support but it was a very complicated process. There is no local Broadcom support in Hong Kong.

The whole process needs to be improved. You have to log in, put in some verification information that includes a lot of credentials. Then, they want you to upload your license information before you can log a ticket. Overall, it's not a nice process.

It takes a really long time to get support and when you're waiting for something to be fixed, it's not like you have all of the time in the world.

I would rate the technical support a one out of ten.

The technical support is ok. You create a ticket and depending on what the issue is, and whether it is an emergency, they give it a level such as one, two, or three. After this, they take action and they are pretty good.

Most of the solutions to things like installation issues or other incompatibilities, they are quick on creating "How to" pages in their help.  

I cannot comment on the technical support as I do not deal with them directly. 

Prior to the acquisition by Broadcom, we were receiving proper technical support. Right now, we are not getting any support from them, and we are changing products as a result.

The customer service was good.

Symantec tech support is fairly good, a little hard to get a hold of sometimes, but fairly good overall.

The solution was bought by Broadcom and since the change, the support has not been good.

I don't know how their support is these days. Their support used to be good in the past before they were taken over by Broadcom.

Technical support for this solution is good. We speak to the technical support team directly.

We get good support from Symantec. We find that during integration, if we face any problems, we get a good response from the OEM and we solve them very quickly. Technical support is very good, they have a toll-free number.

The technical support provided by Symantec End-User Endpoint Security is good.

The technical support could improve because when you reach level one support there is a lot of delays.

Technical support for this solution is ok. I have no issues with them.

Technical support is okay. I'm not completely satisfied with them.

I haven't had much cause to use technical support. I might have used them only a few times. The support is okay, it's just difficult to actually find the contact numbers or email addresses because their site is so cumbersome.

8/10

6/10

The technical support is fine, no problem.

Depending on who you end up with, it can take a while before you get the correct support.

Symantec Customer support is very good. Indeed, it is one of the best so far. The KB articles are good and helpful.

We needed help for one or two issues and the support team was good.

Symantec End-User Endpoint Security is bad because the support has changed.

Technical support could be more knowledgeable.

We've been in touch with technical support and have found them to be responsive and knowledgeable. We're satisfied with their level of service.

Symantec does not have local support.

The technical support of Symantec was very good earlier, but it has merged with Broadcom. There are some delays happening and I hope they are resolved soon.

Most times it's good, but there are instances where there are some challenges in that the people who you're working with don't know how to fix what you're doing. Then you have to ask for an escalation. Normally what I'll do is I'll work with my Symantec colleagues to help escalate any internal issues, where we see that things are getting bogged down in support.

From a Symantec technology perspective I'm very happy with it. However, the support can be wanting, for those reasons. Sometimes the time to resolution is longer than I would expect.

They are the best. There is no problem in regards to response time. You can easily get technical support.

I'd rate technical support as average.

Symantec Endpoint Security's support is slow and inconvenient. 

Customer Service is the best.

I would give technical support a rating of 10/10. I love the way they support clients.

I cannot comment properly on customer service/technical support since this is an area handled by the IT team. Having said this, as it is on cloud it should not be too time consuming and should be easy to deploy.

Technical support is pretty good and we haven't had any issues.

The technical support is good. They are not the best, but they are good.

We have not used it.

Technical support is good. You can open tickets over international numbers, emails, or the website. If you open a ticket in your time-zone, you will work with a technical support representative in your local language. Otherwise, it will be in English.

The technical support is acceptable.

I am not the contact point for technical support, so I can't say anything about their technical support.

I have not contacted technical support.

I'm pretty satisfied with technical support.

My staff has used support but I personally have not. 

I have dealt with technical support twice. One was related to an install issue, and that was quickly resolved. It was an old operating system. In one night it was fixed with no issues. They have good support overall.

I haven't had any problems with technical support at all. I've never contacted them.

The technical support is acceptable.

Technical support is average.

The few times that I contacted technical support, it was very good.

It's amazing. They have the local support team always here, and they also have the international level team.

Excellent.

Customer Service:

An eight out of 10.

Technical Support:

An eight out of 10.

Eight out of 10.