Technical support is better than average.

You don’t need any technical support. After the first time installation, the gateway solution is enough. After that, you just install the client app on your mobile device.

I usually call technical support if I have a problem with it, I'll call my IT guys, and they can reset it on the backend if they have to. It gets out of sync with Active Directory or whatever it might be, whatever the authentication piece is on Active Directory, and they just reset it on the backend. I never have to contact the vendor.

I don't know if it's Symantec that's the problem. It's probably our domain controllers and however they have SYSVOL set up is what I'm guessing.

When the SYSVOL goes out to sync up, I'm not sure where the Symantec server sits, so sometimes, that synchronization gets out of whack. It's probably on our end, not Symantec.

Our organization relies on a third-party contractor to support and maintain the system.

Technical support is one of the worst problems. Every time I have submitted a ticket or called tech support, the tech didn’t seem to know anything about my issues. Granted, I was asking about out-of-band support.

However, they failed to do anything about it, and it didn’t seem like it was important to them. The only movement I got was when my director emailed one of his corporate contacts who provided us with a solution directly.

Responsive, but confusing about who owned what piece and where the expertise was for particular issues.

Very good.

Excellent.

Excellent.

Email support usually takes 24 hours to respond to questions, and longer for more complex issues that require additional research.

Great customer support. They usually respond within 24 hours and provide solutions to end users directly.

In my opinion, for this solution, the technical support is not so expert when we talk about integration using the API. I rate them 3.5/5.

The technical support is good, but we have Business Critical as well. If it takes longer than two or three days to resolve an issue, we contact Business Critical.

Overall, we are satisfied with the technical support.

Frankly, still in India, the technical support team is not that capable so as to resolve issues. This is because, in the APAC regions, this technology is new both for the Symantec support as well as for the partner engineer.

Technical support is very good.