Symantec Maintenance
To complement the Buying Programs Symantec offers a new Enterprise Support Services program that provides simplified renewal of support and maintenance services.
Symantec has been working closely to integrate their business and operational goals into one consistent, global experience for our enterprise customers and partners. As a result, Symantec is announcing the launch of a new, comprehensive, integrated portfolio of support services that address a wide range of customer needs. With a simplified suite of offerings from Symantec, it will be easy for our partners to recommend and sell the right level of support for every product sale or licence renewal.
Symantec announced its premier offering , the Business Critical Services program in July 2006. The other two support offerings, Essential Support and Basic Maintenance Support were announced on November 6, 2006.
Upon release of these new Enterprise Support Service offerings, legacy Symantec Gold, Platinum and Premium Platinum offerings will be marked for EOL, as will legacy VERITAS Basic and Extended Support offerings.
Three Service Levels Across Symantec's Entire Product Line
Our newly integrated portfolio offers three levels of support:
- Business Critical Services: Premier level offering with personalized, proactive support from elite technical experts, coordinated by a single point of contact with Symantec's highest level of response time. The Business Critical Services offering is available today. As previously announced, the Remote Product Specialist for Security package, is available for sale through the channel.
- Essential Support: Recommended as the core offering across the breadth of Symantec's product line. Essential Support provides 24x7 access to Symantec's award-winning team of technical experts with faster response time (than Basic Maintenance) and access to all product upgrades.
- Basic Maintenance: Includes access to product upgrades and basic technical support during business hours. This lowest price option is recommended for non-essential system coverage.
Advantages of New Enterprise Support Program
With the new Enterprise Support Services portfolio, partners can increase sales with 24x7 coverage available at a more accessible price point and a simplified portfolio of support and maintenance offerings. Symantec has made it easy to sell the right level of support and reduce administrative costs with fewer part numbers to manage.
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