Reliable, local support for Symantec & Carbon Black customers across APAC
At Westcon-Comstor, support isn’t an afterthought; it’s how we make sure your Symantec and Carbon Black environments continue to perform at their best, every day.
Whether you’re an existing customer looking for help, or evaluating what support looks like before you commit, our APAC Technical Support Centre is built to give you confidence that you’ll be well supported every step of the way.
Our APAC Technical Support Centre is where expertise, responsiveness, and real-world experience come together.
Established in Kuala Lumpur in 2020 and expanded to India in 2024, the centre supports Symantec and Carbon Black customers across APAC with strong regional coverage and local expertise.
A team of 70+ certified engineers, including former Broadcom specialists
Full coverage across supported Broadcom software products
Direct access to Broadcom L2 and L3 teams when escalation is needed
A seamless experience through the Broadcom Support Portal
Clear escalation paths that keep things moving
And most importantly, results that speak for themselves
Trusted by customers across APAC, our support consistently delivers satisfaction (CSAT) scores of 92% or above.*
*Based on Broadcom FY26 performance to date.
Director, APAC Technical Centre
Siew Mun Chang
I lead the APAC Technical Centre, supporting customers across the region. With over 20 years of experience, including my time with the Symantec support management team, I bring a strong focus on customer needs and operational excellence. Outside work, I enjoy spending time with my family and travelling, making it a goal to go on overseas trips together each year.
Senior Manager, Technical Support
Prabhat Singh Thakur
I have 20 years of experience in customer support and account management, and I enjoy interacting with customers. I like to understand the ‘unsaid’ part of a problem and look at the larger impact of our work. My favourite part is going beyond routine conversations and seeing a satisfied customer after an issue is resolved.
Technical Support Manager
Jeffrey Lim
My background is in networking and cybersecurity, with over 20 years of experience. I focus on post-sales support, structured troubleshooting, and end-to-end resolution. I enjoy solving complex problems and collaborating with a talented team to drive customer success.
If you’re a Symantec or Carbon Black customer with active entitlements, you already have access to our support, and everything that comes with it.
We’re here to:
We balance accessibility with quality support.
Regional variations:
Languages: English (primary), with best-effort Mandarin, Cantonese, Hindi, and Bahasa during business hours
| Severity | Description | Initial response target |
| Severity 1 | Production system down or critical business impact, no workaround | 30 minutes |
| Severity 2 | Major functionality impaired | 2 business hours |
| Severity 3 | Limited business impact | 4 business hours |
| Severity 4 | Minimal or no impact | 8 business hours |
From the moment you raise a case, our focus is simple: resolve your issue as efficiently and smoothly as possible.
It’s a structured approach, but one that’s designed to feel seamless from your side.
Behind the scenes, our engineers:
1
Assess and prioritise your case
2
Dive into diagnostics, logs, and known solutions
3
Work through resolution with you
4
Escalate quickly when deeper expertise is required
A support model built around your organisation helps you stay ahead of issues, optimise performance, and plan with greater certainty.
That’s where a Designated Support Engineer (DSE) comes in.
DSE is a designated team of technical experts aligned to your organisation who:
This means fewer surprises, faster resolutions, and a support experience that becomes more predictable—and more valuable—over time.
Choices to suit the needs of your business environment:
Feature |
DSE Lite |
DSE Premium |
DSE Flex |
Named technical contacts |
Up to 4 |
Up to 6 |
Up to 10 |
Support model |
Transactional only |
Proactive & transactional |
Proactive & transactional |
Direct access |
Business hours only |
Business hours and priority on call (after hours) |
Priority access during business hours and on call (after hours) |
Duration |
1 year |
1 year |
1 year |
Priority escalation management |
— |
✓ |
✓ |
Periodic case reports |
— |
✓ |
✓ |
Semi-annual account reviews |
— |
✓ |
✓ |
Patch & upgrade lifecycle planning |
— |
✓ |
✓ |
Onsite visit (1x per year) |
— |
✓ |
✓ |
24/7/365 Sev-1 coverage |
✓ |
✓ |
✓ |
Custom SLAs (Business-critical) |
— |
— |
✓ |
We’ll match you to the right DSE option—no digging required. (Takes less than 30 seconds.)
Need a more tailored approach?
If you're experiencing an issue or need technical assistance, our support team is ready to help.
Asia Pacific support contacts
8x5 phone support is primarily available in English with some support for Mandarin, Cantonese and Bahasa.
24x7 phone support is available for Priority 1 issues only.
| Australia | 1800 789 797 |
| New Zealand | 0800 126 678 |
| China | 400 920 6086 |
| Hong Kong | +852 3628 3769 |
| Taiwan | 0080 112 8118 |
| India | 000 800 050 3810 |
| Indonesia | +62 21 8062 1480 |
| Singapore | +65 6876 9210 |
| Malaysia | +60 3 7627 5788 |
| Philippines | +63 2 8683 8181 |
| Thailand | +66 2 566 0673 |