TweetFollow Us on Twitter

Apr 94 Top 10
Volume Number:10
Issue Number:4
Column Tag:Think top 10

The New Face
of Technical Support at Symantec

By Rick Hartmann, Symantec Technical Support, Symantec Corp.

This is a monthly column written by Symantec’s Technical Support Engineers intended to provide you with information on Symantec products. Each month we cover either a specific application of tools or a “Q&A” list.

The New Face of Technical Support at Symantec

This month we are going to deviate from the usual Think Top Ten to present the details of our new technical support policy at Symantec. We will still include some current “Top Ten” questions and answers at the end of this article.

As some of you may already know, Symantec recently began a new fee-based service plan. This, in addition to relocating all Symantec Customer Service, Order Administration, and Technical Support to our new centralized facility in Eugene, Oregon, has caused many significant changes and improvements in technical support. Our goal in this article is to describe our new support policies so you can better select the method of support that will be the most effective at the least cost.

Fundamental to this plan is our continuing effort to ensure that Symantec provides our customers high quality, comprehensive, and cost effective technical support options. This has always been our goal and has not changed.

Symantec Support Solutions has three tiers: StandardCare, PriorityCare, and PremiumCare. StandardCare is available to registered users of Symantec products and includes unlimited free support via electronic and automated services as well as limited free telephone support.

PriorityCare and PremiumCare provide both individual users and corporate customers with fee-based options designed to meet their requirements.

SUMMARY OF SERVICES

StandardCare

Symantec Support Solutions provide several support options to all registered Symantec customers free-of-charge as part of StandardCare. All users have unlimited access to technical product information, sample files and electronic messaging via CompuServe, America OnLine and Symantec's download bulletin board service (BBS). Internet is supported with an anonymous FTP server only (no messaging, downloads only). Average response time to an electronic message on any of the supported systems is 48 hours Monday through Friday.

Technical and general product information is also available 24 hours a day through a toll-free facsimile retrieval service. Symantec provides 90 days limited telephone support for questions regarding installation and general usage of our Development Tools products.

The free services are designed to provide all our customers with the assistance they may need to successfully install, configure and start using our products.

For the Development Tools customer, to help the customer successfully run any of the included demo programs would serve this purpose. For example, for the Think C compiler, running the “Hello World” demo would show that the Think Project Manager was properly installed and operational. To be able to use any Think Reference database with the Think Reference application would verify its correct installation.

We are unable to support previous versions of our products. At the time of writing, Think C 6.0.x, Think Pascal 4.0.x, Think Reference 2.0.x, and Symantec C++ 6.0.x are supported versions. Contact Customer Service to verify if you have the latest version or to purchase an upgrade. Having the latest version ensures that the product is at its most functional level and can reduce the cost of technical support.

Customers can make unlimited calls for 90 days from the first call on general usage questions. What this means for the Development Tools customer is we will assist in explaining the use of various configuration options, explain menu selections, and how to use any functionality the product provides. We will also provide references, not recommendations, to third party books and periodicals (like this one) which specifically relate to the customer’s coding problem or question. Our policy does not allow us to write or debug programs within StandardCare.

PriorityCare

Customers requiring immediate telephone support for questions not covered by Standard Care can select two payment options for per-incident services:

A flat-fee of $25 when calling an 800-toll-free priority number or $2 per minute, up to a $25 limit, when calling a 900 priority number. This priority service is available Monday through Friday from 6a.m. to 5p.m. Pacific time.

This service is designed for the software developer who has only occasional need of technical support. All types of support questions will be answered on these lines.

If we determine that a defect in our product is causing the problem, we will apply a credit to the customer’s credit card account.

PremiumCare

Symantec offers two levels of PremiumCare service subscriptions: Gold and Platinum. PremiumCare Gold is designed more for consultants and small developer groups. It provides technical support service for each licensed user that includes 800 toll-free service, unlimited calls, extended service hours, and quarterly updates of technical notes and bulletins. Annual subscription prices for PremiumCare Gold are $149 per user for Development Tools products; site service contracts are available.

PremiumCare Platinum is targeted to major developers who need the most responsive levels of technical service. In addition to all the services provided at the Gold level, Platinum subscribers receive priority access to senior staff, technical notes, a support center manual and automatic software revision updates. Annual subscription cost for PremiumCare Platinum is $5000 for two subscriber contacts. Additional contacts cost $1500 annually.

For additional support, users can subscribe to two PremiumCare Platinum options including extended 24 hour support and an assigned primary senior support technician. PremiumCare Platinum options have an additional annual cost of $2500 per option.

Consulting Services

If a developer requires assistance in either writing or debugging code using one of our supported products, we can provide consulting services at the rate of $150 per hour. This service is provided on an appointment basis and can be scheduled during a customer call on any support service line. Payment is by credit card or purchase order. Delivery of service may be through phone or mail including e-mail.

Summary

It should be emphasized that we are now focusing on differentiating technical support from consulting. It is the goal of technical support to educate our customers in the independent use of our products.

For independent consultants, programmers, and students the most cost effective method of getting support is through one of the online services. By posting questions to any of our forums, you are likely to receive an answer from a peer who has encountered the same problem before and solved it.

In order to further increase the responsiveness of our online services, we have instituted the use of “Section Leaders” who can answer many of your questions. Although they are not Symantec employees, they are “hired” to bridge the gap between technical support and our online customers. Each Section Leader was chosen for their expertise in our products and their demonstrated performance in answering questions on our forum. We believe this approach will improve our response and allow us to effectively serve more online customers.

For software developers, our support services now offer a wide range of options. Which ones you choose depend on a variety of factors. As a guideline, if you have a staff of programmers who are experienced with our products, then occasional use of the 800 or 900 service may be the most cost effective. If you think you’ll have more than four incidents per year then the Gold Premium Care subscription would be the better choice over the 800 service.

For large corporations who develop commercial or custom applications using our development tools and must have support for time-critical development projects, our Platinum Premium Care subscription would be the best choice. Having the options of contact with the same senior support engineer and weekend/afterhours support guarantee the most expedient solution to your problems.

If, in determining the cause of a problem, it is determined that it was caused by a defect in our software we will waive the charge in the case of an 800/900 number call.

If you do decide to call for support at any level, please make sure you have first followed all the recommended procedures described in the user manual under “Contacting Technical Support”. The more effort you have put into solving the problem, the lower the cost of your support call.

If you have questions about our support policies, please call Symantec Customer Service or Technical Support. We will be happy to explain your options and assist you in selecting the best level of support.

A Few of the Top Ten

Now that we’ve covered our support policy, let’s take a look at some “Top Ten” questions and answers.

Q. What is “Internal Error ZREF,” and what can I do about it?

(This question was first asked in the August 1993 issue. We still get numerous calls on it so it bears repeating once more.)

A. It means that your project file is corrupted. Removing objects from the project and rebuilding may fix it, providing the corruption was in the object portion of the project. If it wasn’t, you need to create a new project and add the sources into it. If your project file grows towards sixteen megabytes, you may also see this error. Try storing your debug info separately: this will cut down on the project size. Unfortunately this still means you will need to rebuild the project from scratch. If you have AppleScript then you can use the “Save project as text” and “Create Project From Text” AppleScripts (in the ‘:Scripting:Sample Applescripts’ Folder) to automate this task.

Q. I just typed in this small program that uses iostreams from a standard C++ textbook. I get all sorts of link errors. Why won’t your compiler run this program? I already have ANSI++ in my project.

A. First, to use the IOStreams library, you must #include the file iostream.h. You also need to add ANSI++, CPlusLib, AND IOStreams to your project. Do not add the unix library to your project. IOStreams contains all the functionality of the unix library.

Since adding these libraries will push the segment size over 32K, you’ll need to re-segment your project. We suggest that you include CPLusLib and your source in one segment and ANSI++ and IOStreams each in their own segment.

Q. Is there a way to configure the #include path option, similar to standard C/C++ command-line compilers? We have searched the documentation. It suggests that it follows a fixed search pattern (through the project folder, then the THINK folder, etc...). Is this correct? Is there no way to modify or extend this search mechanism? For example, we want to create a project which generates a library. Several other projects will link to this library and need to #include its header files. Do we have to put the library in the THINK folder or somehow fit the library and all projects which use it into the same folder hierarchy? Ideally we would like each project to be in its own, independant folder, seperate from each other and the library. Similarly, we don't want to clutter up the THINK folder either.

A. Actually, it does go a little further than that. When you

#include "foo.h" // note double quotes here

the search is in the following order:

1) The same folder as the file containing the #include. [Watch out! This one can really confuse you if you have more than one foo.h in the search path.]

2) The same folder as the project, and recursively all of its subfolders except the one name "Aliases", if there is one.

3) Folders indicated by aliases in the "Aliases" folder within the project folder, and recursively all of their subfolders.

4) The same folder that contains the THINK Project Manager, and recursively all of its subfolders except for the one named "Aliases", if there is one.

5) Folders indicated by aliases in the "Aliases" folder within the THINK folder, and recursively all of their subfolders.

If you #include <foo.h>, using the ‘<’ and ‘>’ instead of quotes, only steps (4) and (5) are used.

Specifically, regarding the question about libraries: See step (3) above. Put the library in its own folder. For a project that will use that library, create a folder named "Aliases" inside the project folder. Create an alias of the library's folder, and drag it into your project's Aliases folder. Your project now thinks it owns the library, but other projects can also do the same. (Thanks to Steve Stockman who contributed this Question and his Answer from Compuserve.)

That’s all we have room for this month. Thanks to all previous and current members of the Symantec Technical Support team for their contributions; Colen Garoutte-Carson, Kenneth Johnson, Chris Prinos, Kevin Irlen, and especially Scott Shurr for his input and proofreading assistance.

 

Community Search:
MacTech Search:

Software Updates via MacUpdate

Together 3.6.1 - Store and organize all...
Together helps you organize your Mac, giving you the ability to store, edit and preview your files in a single clean, uncluttered interface. Features Smart storage. With simple drag-and-drop... Read more
Cloud 4.1.1 - File sharing from your men...
Cloud is simple file sharing for the Mac. Drag a file from your Mac to the CloudApp icon in the menubar and we take care of the rest. A link to the file will automatically be copied to your clipboard... Read more
OmniFocus 2.7.1 - GTD task manager with...
OmniFocus helps you manage your tasks the way that you want, freeing you to focus your attention on the things that matter to you most. Capturing tasks and ideas is always a keyboard shortcut away in... Read more
CleanApp 5.1.1 - Application deinstaller...
CleanApp is an application deinstaller and archiver.... Your hard drive gets fuller day by day, but do you know why? CleanApp 5 provides you with insights how to reclaim disk space. There are... Read more
ForkLift 3.0 Beta 2 - Powerful file mana...
ForkLift is a powerful file manager and ferociously fast FTP client clothed in a clean and versatile UI that offers the combination of absolute simplicity and raw power expected from a well-executed... Read more
Sublime Text 3126 - Sophisticated text e...
Sublime Text is a sophisticated text editor for code, markup, and prose. You'll love the slick user interface, extraordinary features, and amazing performance. Features Goto Anything. Use Goto... Read more
1Password 6.3.3 - Powerful password mana...
1Password is a password manager that uniquely brings you both security and convenience. It is the only program that provides anti-phishing protection and goes beyond password management by adding Web... Read more
WhatsApp 0.2.1880 - Desktop client for W...
WhatsApp is the desktop client for WhatsApp Messenger, a cross-platform mobile messaging app which allows you to exchange messages without having to pay for SMS. WhatsApp Messenger is available for... Read more
NeoFinder 6.9.3 - Catalog your external...
NeoFinder (formerly CDFinder) rapidly organizes your data, either on external or internal disks, or any other volumes. It catalogs all your data, so you stay in control of your data archive or disk... Read more
Amadeus Pro 2.3.1 - Multitrack sound rec...
Amadeus Pro lets you use your Mac computer for any audio-related task, such as live audio recording, digitizing tapes and records, converting between a variety of sound formats, etc. Thanks to its... Read more

Paperback: The Game (Games)
Paperback: The Game 1.0 Device: iOS Universal Category: Games Price: $3.99, Version: 1.0 (iTunes) Description: You are an author trying to finish kitschy paperback novels. Complete Westerns, Science Fiction, Romance or even a Crime... | Read more »
How to Rule With a Firm Hand in My Majes...
My Majesty is a kingdom management sim not unlike August’s magisterial hit, Reigns. It’s essentially a reskin of developer Tigrido’s previous management sim, Dictator. As supreme ruler of the land, you must consult with a number of subjects to... | Read more »
Our 5 Favorite iMessage Sticker Packs
At long last, iMessage joins the ranks of messaging apps the likes of LINE and Whatsapp, adding an impressive collection of stickers. They’re a great way to add a little something extra to your daily conversations. [Read more] | Read more »
How to get past Vulture Island's tr...
Vulture Island is a colorful and quirky mish-mash of platforming and puzzles. It’s creative and fresh, but sometimes the game can throw a curveball at you, leaving you stuck as to how you should progress. These tips will help you explore smoothly... | Read more »
The new Clash of Kings is just for Weste...
If you’ve played the original Clash of Kings, you’ll probably recognise the city building, alliance forging and strategic battles in Clash of Kings: The West. What sets this version apart is that it’s tailor made for a Western audience and the... | Read more »
Frost - Survival card game (Games)
Frost - Survival card game 1.12.1 Device: iOS Universal Category: Games Price: $3.99, Version: 1.12.1 (iTunes) Description: *Warning: the game will work on iPhone 5C and above and iPad Pro / 4. Other devices are not supported* | Read more »
How to build and care for your team in D...
Before you hit the trail and become a dog sledding legend, there’s actually a fair bit of prep work to be done. In Dog Sled Saga, you’re not only racing, you’re also building and caring for a team of furry friends. There’s a lot to consider—... | Read more »
How to win every race in Dog Sled Saga
If I had to guess, I’d say Dog Sled Saga is the most adorable racing game on the App Store right now. It’s a dog sled racing sim full of adorable, loyal puppies. Just look at those fluffy little tails wagging. Behind that cute, pixelated facade is... | Read more »
Let the war games commence in Gunship Ba...
Buzz Lightyear famously said, “This isn’t flying, this is falling – with style!” In the case of Gunship Battle: Second War, though, this really is flying - with style! The flight simulator app from Joycity puts you in control of 20 faithfully... | Read more »
How to get a high score in Fired Up
Fired Up is Noodlecake Games’ high score chasing, firefighting adventure. You take control of a wayward firefighter who propels himself up the side of a highrise with blasts of water. Sound silly? It is. It’s also pretty difficult. You can’t... | Read more »

Price Scanner via MacPrices.net

15-inch 2.2GHz Retina MacBook Pro on sale for...
B&H Photo has the 2015 15″ 2.2GHz Retina MacBook Pro (MJLQ2LL/A) on sale for $1799, including free shipping plus NY sales tax only. Amazon also has the 2015 15″ 2.2GHz Retina MacBook Pro (... Read more
Toughbook Celebrates 20 Years of Ruggedized M...
Panasonic System Communications Company of North America, Division of Panasonic Corporation of North America (Panasonic) today celebrates the 20th anniversary of its industry-leading Toughbook mobile... Read more
12-inch 1.1GHz Gray Retina MacBook on sale fo...
B&H Photo has the 2016 12″ 1.1GHz Gray Retina MacBook on sale for $1199.99 including free shipping plus NY sales tax only. Their price is $100 off MSRP. Read more
13-inch 2.5GHz MacBook Pro (Apple refurbished...
Apple has Certified Refurbished 13″ 2.5GHz MacBook Pros available for $829, or $270 off the cost of new models. Apple’s one-year warranty is standard, and shipping is free: - 13″ 2.5GHz MacBook Pros... Read more
Save 30% on Camera Guard’s Secure Protection...
To celebrate the release of macOS Sierra, Miami-based security solutions company, ProtectStar has announced a special 30% discount on Camera Guard Professional for Mac 2016. This innovative security... Read more
DVDFab Special Deal – Get a 1-Year Free Licen...
Beijing, China based specialist in the field of DVD, Blu-ray and video backup solutions, Fengtao Software has launched its Autumn Special Deals 2016, giving a 1-year free license of a randomly picked... Read more
21-inch iMacs on sale for up to $120 off MSRP
B&H Photo has 21″ iMacs on sale for up to $120 off MSRP including free shipping plus NY sales tax only: - 21″ 3.1GHz iMac 4K: $1379 $120 off MSRP - 21″ 2.8GHz iMac: $1199.99 $100 off MSRP - 21″ 1... Read more
13-inch 2.7GHz/256GB Retina MacBook Pro on sa...
Amazon.com has the 13″ 2.7GHz/256GB Retina Apple MacBook Pro on sale for $151 off MSRP including free shipping: - 13″ 2.7GHz/256GB Retina MacBook Pro (sku MF840LL/A): $1348 $151 off MSRP Read more
Apple TVs on sale for up to $50 off MSRP
Best Buy has 32GB and 64GB Apple TVs on sale for $40-$50 off MSRP on their online store. Choose free shipping or free local store pickup (if available). Sale prices for online orders only, in-store... Read more
Apple refurbished 13-inch Retina MacBook Pros...
Apple has Certified Refurbished 13″ Retina MacBook Pros available for up to $270 off the cost of new models. An Apple one-year warranty is included with each model, and shipping is free: - 13″ 2.7GHz... Read more

Jobs Board

Restaurant Manager (Neighborhood Captain) - A...
…in every aspect of daily operation. WHY YOU'LL LIKE IT: You'll be the Big Apple . You'll solve problems. You'll get to show your ability to handle the stress and Read more
Sr. *Apple* Mac Engineer - Net2Source Inc....
…staffing, training and technology. We have following position open with our client. Sr. Apple Mac Engineer6+ Months CTH Start date : 19th Sept Travelling Job If Read more
*Apple* Retail - Multiple Positions-Norfolk,...
Job Description: Sales Specialist - Retail Customer Service and Sales Transform Apple Store visitors into loyal Apple customers. When customers enter the store, Read more
Restaurant Manager (Neighborhood Captain) - A...
…in every aspect of daily operation. WHY YOU'LL LIKE IT: You'll be the Big Apple . You'll solve problems. You'll get to show your ability to handle the stress and Read more
Lead *Apple* Solutions Consultant - Apple (...
# Lead Apple Solutions Consultant Job Number: 51829230 Detroit, Michigan, United States Posted: Sep. 19, 2016 Weekly Hours: 40.00 **Job Summary** The Lead ASC is an Read more
All contents are Copyright 1984-2011 by Xplain Corporation. All rights reserved. Theme designed by Icreon.