Symantec Business Critical Services for the Enterprise

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1 Symantec Business Critical Services for the Enterprise

2 Information is the currency of today s enterprise. Yet that information is increasingly at risk. Downtime is expensive, and IT departments can t afford unplanned outages. Business Critical Services, Symantec s portfolio of service options, helps ensure your infrastructure is fully protecting your business. Whether you need assistance for a single technology or multiple products spread across the world, our portfolio of Business Critical Services has the right plan for your business. Partner with Business Critical Services to optimize and stabilize your infrastructure and help reduce IT risk. Our processes and best practices allow us to respond rapidly, identify and resolve problems quickly, and contain issues. All of this translates into greater uptime and higher levels of service for you. Stabilizing your infrastructure. Optimizing your IT operations. Rapid response when you need it. That s more than just support that s Business Critical Services. Protect your information and infrastructure with our value-added services Business Critical Services offers you the highest level of optimization and stabilization for your Symantec technologies. We provide a range of value-added services from direct access to highly trained engineers to personalized, proactive services that are highly regarded in the industry. There are multiple service levels for you to choose from based upon your business needs: Advanced Access If you need direct access to advanced-level support engineers providing the highest levels of technical expertise your business demands, consider our Advanced Access Service. Expedited, direct access to advanced line support engineers Accelerated service-level targets for initial response, service restoration, and solution delivery goals 24x7 priority case handling Remote Product Specialist With a Remote Product Specialist, you have direct access to an advanced-level support product expert who provides a premium level of personalized and responsive service. Product-specific coverage is delivered by a designated single point of contact, and backed up by a team of advanced engineers, for rapid diagnosis and quicker problem resolution. 1

3 Direct access to an assigned Remote Product Specialist with deep product expertise and knowledge In-depth understanding of your environment, staff, and priorities Primary ownership of issues throughout your case lifecycle including tracking the current status of each case and driving it to resolution Notification of potential critical issues, helping ensure your IT environments remain secure, available, and compliant at all times Premier Service If you have multiple Symantec technologies deployed across a single location or worldwide, our Business Critical Services Premier portfolio may be right for you. This is our highest level of protection focused on proactive optimization of your critical systems to minimize downtime and maximize efficiency. Your Symantec Business Critical Account Manager is your point of contact and is deeply focused on your success. Faster issue resolution and risk mitigation, because your assigned Symantec support team intimately understands your complex IT environment, processes, and culture Proactive account reviews to evaluate progress, discuss open issues and make any necessary changes to continuously improve support of your Symantec technologies Assurance services for custom, proactive technical engagements to help optimize and stabilize your infrastructure Remote and on-site support services Ability to customize your service by choosing offerings that specifically address your needs Ensure operational excellence with our Managed Services Our Managed Services lets you place resource-intensive IT operations under the management of our experienced specialists so you can optimize existing resources and focus on strategic IT projects. Each of our Managed Services delivers to strict service levels and is well suited for organizations that want to retain their data onpremise while leveraging the benefits of remote management. Managed Backup and Managed Enterprise Vault Services Symantec Managed Backup Services provides comprehensive, 24x7 management, monitoring, and support of backup and recovery operations for enterprise and large enterprise NetBackup customers. By leveraging Symantec s experience across thousands of NetBackup environments, this service allow customers to achieve higher backup and recovery success rates. Managed Enterprise Vault is a 24x7 post-implementation monitoring, management, and support service for Enterprise Vault. With this service, you ll realize consistent service levels at a predictable cost with continuous improvements, proactive fault remediation, and issue avoidance. Virtually eliminate your involvement in the daily administration of Enterprise Vault while experiencing a higher quality of service. 2

4 Business Critical Engineers resolve tough issues quickly Should you require assistance for a critical issue at a production location, you can purchase additional access to a Business Critical Engineer to optimize and stabilize your infrastructure. Business Critical Engineers have the highest level of technical expertise available from Symantec and can deliver a comprehensive set of proactive and responsive services, both on-site and remotely. You can choose to receive support from a pool of expert Business Critical Engineers or elect to work with a named Business Critical Engineer who becomes very familiar with your environment and provides a high level of service. Our commitment to accelerated responsiveness When you turn to Symantec 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 to the top of the queue, placing your cases above those of other non Business Critical Services customers. With industry-leading service-level targets, rest assured you ll be assisted by Symantec s most senior technical experts. Symantec Business Critical Services works closely with our internal Quality Control team to monitor performance and take proactive measures to improve the effectiveness of Symantec products. -Matthew Clark, Senior Director of IT, Qualcomm 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 line support engineers who have deep knowledge in a specific technology, putting you in direct contact with the elite technical expertise your business demands. Talk to our advanced line engineers to help get your problem solved quickly! 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 are your advocates within and your link into Symantec. Working alongside your team and your IT groups, we learn how your complex environment functions. You can trust us to help you resolve issues faster and proactively mitigate threats. Symantec s portfolio of Business Critical Services is designed to seamlessly complement each other. Whether you need a technical resource to support a single product, or a team of specialists to manage your entire infrastructure, we have the solution that is right for you. 3

5 BUSINESS CRITICAL SERVICES Choose the plan that best fits your needs. VALUE-ADDED SERVICES MANAGED SERVICES SUPPORT FEATURE ESSENTIAL MAINTENANCE (PREREQUISITE) ADVANCED ACCESS REMOTE PRODUCT SPECIALIST PREMIER DEDICATED BUSINESS CRITICAL ENGINEER MANAGED BACKUP MANAGED ENTERPRISE VAULT Severity One Response Target 30 Minutes 15 Minutes 15 Minutes 15 Minutes 15 Minutes 15 Minutes 15 Minutes Access to Support Engineers 24x7x365 24x7x365 24x7x365 24x7x365 24x7x365 24x7x365 24x7x365 Priority Call Queuing Caller Entry Point Frontline Specialist/ Advanced Team Advanced Team Advanced Team Advanced Team Managed Backup Services Team Managed Enterprise Vault Team Designated Callers Account Management 6 Unlimited 6 Unlimited Unlimited Unlimited 6 On-site Support Services Optional Optional Proactive Assurance Services Account Reviews Case Reporting Education Discount Contractual Service Level Agreements Major Upgrades Service Pack Installs Assistance Assistance Change Management Assistance *Essential Support is a prerequisite for purchasing any of the Business Critical Services offerings. 4

6 High-value, rapid response 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 help protect you. We understand your environment and know you simply cannot afford unplanned downtime or unmitigated risk. Choose Business Critical Services to stabilize and optimize your Symantec solutions Symantec Business Critical Services is one of the most prudent investments the IT department of Riyad Bank has ever made. Reducing and controlling costs is a particularly strong area of emphasis across all functional areas of the bank, especially IT operations, and Symantec is helping Riyad Bank to reduce overall operating costs and maximize the value obtained from our deployed Symantec solutions. -Jafar Al-Khater, Vice President Production Services, Riyad Bank 5

7 For more information visit our website To speak with a Product Specialist in the U.S. For details on product coverage for your area, call toll-free +1 (800) or visit To speak with a Product Specialist outside the U.S. For specific country offices and contact numbers, please visit our website. About Symantec Symantec is a global leader in providing security, storage, and systems management solutions to help consumers and organizations secure and manage their information-driven world. Our software and services protect against more risks at more points, more completely and efficiently, enabling confidence wherever information is used or stored. Headquartered in Mountain View, Calif., Symantec has operations in 40 countries. More information is available at Symantec World Headquarters 350 Ellis St. Mountain View, CA USA +1 (650) (800) Copyright 2012 Symantec Corporation. All rights reserved. Symantec, the Symantec Logo, the Checkmark Logo, Enterprise Vault, and NetBackup are trademarks or registered trademarks of Symantec Corporation or its affiliates in the U.S. and other countries. Other names may be trademarks of their respective owners. 4/

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