Symantec Business Critical Services for the Enterprise. Business Critical Services

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1 Symantec Business Critical Services for the Enterprise Business Critical Services

2 TRUE PROTECTION AND MITIGATION OF RISKS. DEEPER KNOWLEDGE OF YOUR ENVIRONMENT. A GREATER CONNECTION TO YOUR BUSINESS. THAT S MORE THAN JUST SUPPORT. THAT S BUSINESS CRITICAL SERVICES. Information is the currency of today s enterprise. Yet the security and availability of that information are increasingly at risk. You need to know that your data will be available and protected from system failures while fending off security risks that are increasing in complexity, frequency, and malicious intent. You need Business Critical Services, a portfolio of services that helps ensure that your security infrastructure is fully protecting your business, with your data and systems always being available. Whether you need protection across all of your security and availability products, or for a single technology only, our portfolio of Business Critical Services has the right plan for your business. PROTECT YOUR INFORMATION AND INFRASTRUCTURE BETTER MANAGE YOUR IT RISKS Business Critical Services offers you the highest level of protection for your Symantec technologies. Choose Business Critical Services for availability, for security, or both. Whatever you choose, our comprehensive, disciplined approach lets you benefit from: Symantec s most accelerated service-level targets. Expedited access to our advanced support engineers, helping to ensure the fastest possible resolution time. A single point of contact with deep knowledge of your environment, processes, and culture, allowing you to solve issues quickly and to mitigate possible data availability or security threats. By partnering with Business Critical Services, you help reduce your IT risk. Our processes and best practices result in faster problem identification, resolution, and issue containment. All of this can translate into greater uptime and higher levels of service to your clients, internal or external. OUR COMMITMENT TO ACCELERATED RESPONSIVENESS When you turn to Symantec s Business Critical Services for protection of your most critical assets, we commit to deliver our highest level of responsiveness. With each call to our global support centers, Priority Call Queuing moves your call forward in line, placing your queries and cases above those of other Symantec support customers. With industry-leading service-level targets, we can assure you that your needs will be serviced by Symantec s most senior technical experts, and managed by your Business Critical Services team of professionals.

3 EXPEDITED ACCESS TO A SUPPORT TEAM THAT UNDERSTANDS YOUR COMPLEX ENVIRONMENT With Business Critical Services, you have an inside track to our most experienced support technicians and the quickest route to issue resolution. You ll speak with advanced support engineers who have a depth of knowledge in a specific technology discipline, putting you directly in contact with the elite technical expertise your business demands. You will talk with the team trained to solve complex issues, by-passing the frontline support team. WE RE NOT JUST YOUR SUPPORT TEAM WE RE PART OF YOUR BUSINESS Symantec Business Critical Services cultivates a close, ongoing working relationship between your organization and ours. We re not just your support team; we re part of your business. We are your advocate within and link into the Symantec Corporation. Working alongside your team and your disparate IT groups, we learn how your complex environment functions. You can trust us to help you resolve issues faster, and help you mitigate security or availability threats. If you are truly serious about business continuity and if you are truly serious about getting the most from your infrastructure investment, you must have Symantec Business Critical Services. Brad Wood Senior Director, Enterprise Operations, Corrections Corporation of America As you select greater coverage across products or locations, you will experience increased account management and proactive planning. Product-specific coverage is supported by a Remote Product Specialist who is an expert in one particular product category. This technical contact works to solve your product-specific critical issues and is backed by a team that will assist you outside of normal business hours. If you have multiple Symantec technologies deployed across a single datacenter or worldwide, our Business Critical Services DataCenter, National, and Global packages may be right for you. When you select coverage across products, you are assigned a Symantec Business Critical Account Manager as a single point of contact who is focused on your success. You will receive: Personalized account planning and management services providing proactive advice and assistance for Symantec security or availability products. Expedited access to alerts and collaborative remediation planning. Remote or onsite support services. Your Business Critical Account Manager can access resources from anywhere in the Symantec organization to help deliver the availability and security solutions you need.

4 PERSONALIZED, PROACTIVE, RESPONSIVE, EXCLUSIVE: A COMBINATION OF OUR MOST ADVANCED SERVICES KEEPS YOUR IT ASSETS AVAILABLE AND SECURE. PERSONALIZED ACCOUNT PLANNING, PROACTIVE ASSESSMENTS, REPORTS, AND ALERTS Planning begins from day one with Symantec Business Critical Services. Depending on the service package you select, we work with you to create an Account Support Plan that outlines the unique support requirements of your operational environment. A Network Link Assessment is also conducted by a Business Critical Engineer to help identify and address underlying problems in your network that may lead to degraded performance in your applications. Through quarterly meetings, we review your Case History Reports and progress against your Account Support Plan. These quarterly reviews allow us to help you identify recurring support issues and trends, and take action to continuously improve the support of your Symantec availability and security solutions. In addition to ongoing Impact Alerts, reports that identify and help prevent potential software functionality issues, we provide Symantec Early Warning Services to further bolster your security solutions. Two different service offerings are available to provide detailed vulnerability analyses, risk mitigation recommendations, and reliable insights that are tailored to your unique business needs: Symantec DeepSight Threat Management System alerts customers to targeted attacks and is the first early warning service to offer security alerts with risk ratings for potentially unwanted programs such as adware and spyware. These highly personalized alerts provide actionable information to help organizations mitigate vulnerabilities before they can be exploited. Symantec DeepSight Alert Services provide personalized vulnerability, malicious code, and new spyware and adware alerts, along with mitigation information and links to patches to bridge the gap between security awareness and action. ACCESS TO TECHNICAL EXPERTISE, ONSITE OR REMOTE Should you require onsite assistance for a critical issue at a production location, a Business Critical Engineer can be dispatched to your location to resolve the issue onsite, in collaboration with your staff and our global support center resources. EXCLUSIVE SYMANTEC EDUCATION OPPORTUNITIES User knowledge is your first line of defense against downtime and security threats. As a Business Critical Services customer, you have exclusive access to education opportunities that strengthen your organization s in-house expertise. In addition to a free skills assessment and education discounts, your IT staff is able to participate in Symantec Technical Services education, which is otherwise only available to our own support engineers.

5 A BREADTH AND DEPTH OF DATA AVAILABILITY AND SECURITY SERVICES: CHOOSE THE PLAN THAT SUITS YOUR NEEDS. SYSTEMS AS SECURE AS THEY ARE AVAILABLE A COMPREHENSIVE LOOK AT SYMANTEC BUSINESS CRITICAL SERVICES Features Coverage Across Products and Sites (Availability, Security, or Both) Product-Specific Coverage DataCenter National Global Remote Product Specialist Telephone Access to Support Engineers 24x7x365 24x7x365 24x7x365 24x7x365 Remote Product Specialist u Business Critical Account Manager (BCAM) Remote BCAM Designated BCAM Global BCAM Business Critical Engineer (BCE) u u u Named Callers Unlimited Unlimited Unlimited 6 per Product Family Onsite Visits (Fly-to-Site) Tailored Account Support Plan u u Quarterly Account Reviews u u Account Case History Reports u u Network Link Assessment Option u u Impact Alerts u u Access to Technical Services Education u u u Symantec Education Skills Assessment u u u Symantec Education Discounts u u u Symantec Early Warning Services DeepSight Threat DeepSight Threat DeepSight Threat DeepSight Alert Management System Management System Management System Management Services Installation and Upgrade Support Option Option u Disaster Recovery Testing Support Option Option u

6 LOCATION-SPECIFIC AND PRODUCT-SPECIFIC COVERAGE THAT PROVIDES PEACE OF MIND Whether you have one product or several, or whether you have one site or multiple locations, we have the expertise to protect you. We understand your environment and know that you simply cannot afford unplanned downtime or unmitigated risk. CHOOSE BUSINESS CRITICAL SERVICES TO PROTECT YOUR AVAILABILITY OR SECURITY SOLUTIONS. OR BE FULLY COVERED BY CHOOSING BOTH. By consulting with customers on how to streamline and improve support services, Symantec has gracefully merged the best aspects of advanced security and availability support offerings that mitigate risks to our mission-critical systems. Symantec provides the Renault F1 Team with support coverage that is vital to preventing data loss that would severely impact our competitiveness in delivering state-of-the-art racing designs. Graeme Hackland IT Manager, Renault F1 Team

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