Severity 1Severity 2Severity 3Severity 4
CriteriaYour system is down, and the condition is impacting a production environment. Severely limited functionality is impacting business. Majority of software functions are usable; low impact to business. Software is functioning with minor problems. 
Response Time1 Hour, 24/72 Business Hours4 Business Hours1 Business Day
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Support Resources

Getting Started with Symantec Endpoint Security Enterprise (Video)Click Here to Open Link
SES Feature Overviews (Videos)Click Here to Open Link