The short...
Fixes for versions of Symantec Management Platform are not provided; Instead their solution is either to uninstall and re-install the current version or upgrade to a newer version.
The not-so short...
Symantec (formerly Altiris) produces a software product called Symantec Management Platform (formerly Altiris Notification Server). This product has been around for many years and has many excellent features such as inventory, reporting and software delivery (including patches). The use of this product in any environment is a valuable asset.
Once this product is installed and collecting data, the potential for problems increases. This may be exampled by having a slow web-based console or the inability to manage data within pages in the console (such as workstations, servers or patches). In my experience, this is mostly due to poor management of the data entering and leaving their SQL database.
When contacting Symantec support, the most common answer provided is either to uninstall and reinstall the product (if an upgrade is not available) or upgrade to the latest version (if an upgrade is available). The problem with this is that both options have the potential to, and have been known to, revert user-specified options back to default.
To have agents rolling out or policy schedules change after an uninstall/re-install is frustrating to say the least. And this is only for items a customer can see changed.
Upgrading to a newer version is more involved than fixing the current version. Every upgrade requires a push of new agents, policies, etc. This requires time to plan and implement which is not realistic when the customer only wants to fix a current version issue.
An example...
A customer calls Symantec support after having Symantec Management Platform 7.1 SP1 installed and running for over 9 months. They are complaining of slowness in the console and are unable to download patch data.
After hours of troubleshooting the issue, the Symantec support technician suggests repairing the current installation.
The repair fails with Symantec Installation Manager stating it cannot repair Symantec Management Platform 7.1 SP1 because it could not install Symantec Management Platform 7.1 SP2.
What started as a repair of the current version progressed into an upgrade without understanding or notification from Symantec support. What state would the environment been in if it had succeeded?!
Conclusion
Symantec support is a great resource for discovering what is causing issues with the product. The problem arises when support is unable to determine the cause. It seems they default to the standard "Reboot, rinse and repeat" method; This is great for simple issues, but this product is anything but simple and requires more attention to detail.
The idea that any vendor considers either an uninstall and re-install of the current version or upgrade to a newer version as a way to fix a version is unacceptable.
A good company should want to partner with the customer to fix the issue; Not just because the customer requires the product to be working, but also because the company should want the same for all of their customers. They would be able to create a fix that could be provided to other customers experiencing the same issue. And possibly, if necessary, include the same fix in the newer version.
The first word in SLA is SERVICE.. that's the problem with most frontline support centers. How fast can you get the issue 'resolved' or passed on.
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