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Symantec Corporation

Business Excellence through Technology

How To Submit a Support Request

There are several ways to access CIS Support Services.  Access varies by support offering and software product.

Web-based Support

If you have an active Support agreement, have an unused Per Incident ESR, are participating in a Beta program with our organization, or are entitled to Complimentary Support as a current client, you can file a Electronic Service Request (ESR) on our Web site.

You will be prompted for a Username and Password from your personal profile. If you have not set received this information, you will need to contact us to request one.

After you fill out the Support Request form, your request is assigned a ESR number.  The ESR number is confirmed with you on-screen and a computer-generated message acknowledging receipt of your ESR will be sent within one (1) hour.  Please use this ESR number when communicating with CIS about that specific issue.  If you do not receive an electronic response from us within one hour, please send an inquiry by e-mail.

Phone Support

We highly recommend that any Critical Severity One issues, such as a down system, be reported to Consolidated Information Systems via telephone or mobile phone depending on the severity of the incident.

On occasions where the Customer Service group may be involved serving other customers, we ask that you leave a detailed message including:

Your name
Your company name
Phone number where you can be reached or your pager number
ESR number (if the call is in regards to an existing issue)
A brief description of the problem.