Symantec Business Critical Services for the Enterprise Business Critical Services
True protection and mitigation of risks. Deep knowledge of your environment. A strong 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 increasingly more complex, frequent, and malicious security risks. You need Business Critical Services, a portfolio of options that helps ensure that your infrastructure is fully protecting your business. 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 Business Critical Services offers you the highest level of protection for your Symantec technologies. We provide a range of options from the highest level of responsiveness to personalized, proactive services that are highly regarded in the industry. Our portfolio of offerings provides you with three levels of service for you to choose from based upon your business needs: Responsive Advanced Access provides expedited, direct access to advanced line support engineers 24x7 priority case handling Accelerated service level targets Responsive and Personalized Remote Product Specialist provides product specific support coverage delivered by a designated single technical point of contact backed up by a team of advanced line engineers Deep product knowledge results in rapid issue diagnosis and enables quicker problem resolution Responsive, Personalized and Proactive Premier (Datacenter, National and Global) entitles you to an elite team of designated support engineers who intimately understand your complex IT environment, processes, and culture This greater environmental knowledge translates to faster issue resolution and risk mitigation Regular onsite visits, pro active services and account reviews to ensure you get maximum benefit from your installed Symantec solutions Flexible packages range from a single data center to worldwide coverage Manage your IT risks better 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 internal and external clients. 2
If you are truly serious about business continuity and if you are truly serious about getting the mo st from your infrastructure investment, you must have Symantec Business Critical Services. Brad Wood Senior Director, Enterprise Operations, Corrections Corporation of America 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 to the top of the queue, placing your cases above those of other non-bcs 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. 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 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 the Symantec Corporation. 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 mitigate security or availability threats. 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 data center 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 that provide 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. 3
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. For our premier offerings, we review your Case History Reports and progress against your Account Support Plan on a semiannual or quarterly basis. These 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 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 discounts and a free skills assessment to continually strengthen your organization s in-house expertise. 4
A breadth and depth of data availability and security services. Choose the plan that suits your needs. A comprehensive look at Symantec Business Critical Services Enterprise Support Services Severity One Inintial Response Time Goals Telephone Access to Support Engineers Downloadable software upgrades, updates, and patches Designated Callers Essential Support Advanced Access Business Critical Services* Premier Remote Product Specialist DataCenter National Global 30 minutes 15 minutes 15 minutes 15 minutes 15 minutes 15 minutes 24x7x365 24x7x365 24x7x365 24x7x365 24x7x365 24x7x365 Six per product title Unlimited Six per product family Unlimited Unlimited Unlimited Priority Call Queuing Advanced Line Engineers Remote Product Specialist Business Critical Account Manager (BCAM) Designated BCAM Designated BCAM Assigned Business Critical Engineer (BCE) Onsite Visits (fly-to-site) Option 2 6 20 Tailored Account Support Plan Account Reviews Semiannually Quarterly Account Case History Reports Network Link Accessment Option Impact Alerts *Essential Support is a prerequisite for purchasing any of the Business Critical Services offerings. Global BCAM Quarterly 5
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 choose both and be fully covered. 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
About Symantec Symantec is a global leader in providing security, storage and systems management solutions to help businesses and consumers secure and manage their information. Headquartered in Cupertino, Calif., Symantec has operations in more than 40 countries. More information is available at www.symantec.com. Symantec has worldwide operations in more than 40 countries. For specific country offices and contact numbers please visit our Web site. For product information in the U.S., call toll-free 1 (800) 745 6054. Symantec Corporation World Headquarters 20330 Stevens Creek Boulevard Cupertino, CA 95014 USA +1 (408) 517 8000 1 (800) 721 3934 www.symantec.com Copyright 2009 Symantec Corporation. All rights reserved. Symantec, the Symantec Logo, and DeepSight 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. 13579373-2 03/09 For details on product coverage for your area, call toll-free 1 (800) 745 6054 or visit www.symantec.com/businesscriticalservices.