Incident Support

Designed specifically for Wise software installations, Incident Support provides the convenience of working directly with a Technical Support Engineer by telephone and email.

Wise Incident support is provided 9 a.m. to 6 p.m. U.S. Eastern time, Monday through Friday.

With the launch of the Maintenance/Support model on 1 May 2008 we will continue to offer incident support to any Altiris customer who has not renewed their AUP for Maintenance/Support or currently has AUP and needs to contact Technical Support.

Incident support is available on an as-needed basis during the standard hours of operation of your local Altiris Support Center. Incidents are available in five-packs or as a single incident (directly through Altiris only).

Click here to read the Symantec Support Policy.

What is an incident?

An incident is defined as the reasonable resolution of one support issue that cannot be divided into sub-problems regardless of the amount of effort required to resolve the issue. If an issue consists of multiple problems, a separate incident will be required to resolve each problem. The Support Engineer will reasonably define what constitutes an incident. Incidents used for support issues resulting from a defect in Altiris software, or incidents used to request product enhancements will be credited back to your account.

To compare Incident Support to other support offerings, click here.