CUPERTINO, Calif. – Nov. 6, 2006 – Symantec Corp. (Nasdaq: SYMC) today announced a single, integrated portfolio of enterprise support services, developed to fit customers’ growing business needs. Backed by a single global support delivery team, Symantec’s three tiers of support services—Symantec Business Critical Services, Essential Support, and Basic Maintenance—are now available worldwide for all enterprise-class products. Symantec provides unmatched expertise and customer advocacy through this portfolio of flexible offerings designed to help customers further optimize IT infrastructure and manage IT risk.
Executing on its commitment to deliver IT risk management services, Symantec’s enterprise support portfolio provides its customers a collection of service plans to help keep their solutions, systems, and data secure, available, high-performing, and compliant in today’s complex IT environment.
“Without the appropriate level of support services, an IT risk management program is not complete,” said Greg Hughes, executive vice president of Global Services, Symantec Corp. “Symantec’s global Enterprise Support Services organization has worked diligently to deliver a simplified, yet comprehensive portfolio of support and maintenance offerings, covering the breadth of our products to help customers manage IT operational risks.”
In addition to the more than 2,000 technical professionals available to solve customers’ complex heterogeneous support issues and proactively mitigate the risk of future security or availability threats, Symantec has invested in its supporting technologies to provide customers new, useful self-help tools and improved search capabilities. Symantec maintains more than 200 partnerships with other leading software and hardware vendors to ensure that customers have a single point of contact to resolve complex, multi-vendor cases, improving the customer experience.
“By partnering with Symantec, we can deliver a flexible portfolio of services to minimize risk, increase the efficiency of IT operations, and better serve our customers’ evolving business needs,” said Mark Arnold, vice president of Enterprise Services, Strategic Technologies. “Moreover, aligning Strategic Technologies support offering with Symantec's Enterprise Support Services allows us to deliver competitive response times and unique software expertise to protect our customers’ systems and critical information from threats, viruses, and unplanned infrastructure downtime.”
Symantec designed the three levels of its Enterprise Support Services to meet the business needs and budgets of the full range of customers – from small and mid-sized clients to large enterprise clients, all of which have minimal tolerance for business interruption.
- Business Critical Services: Symantec’s premier offering, provides a combination of proactive services including on-site support, personalized account planning, and direct access to Symantec’s most senior support experts. Mission-critical cases at this level are closely monitored to ensure they are moved to resolution quickly.
- Essential Support: This level of support offers customers fast, around-the-clock access to the technical expertise and product upgrades they require to bring quick resolution to their most pressing IT issues. Essential Support addresses the need for 24x7 support—Symantec’s recommended minimum level of support—and allows customers to confidently operate in today’s challenging IT environment.
- Basic Maintenance: Symantec’s lowest-priced option is available for customers in need of standard business-hour support and limited product upgrades.
At each level of support, Symantec works cooperatively with customers to reduce security risks, protect their data, and quickly resolve technical issues.
“As enterprises increasingly look at security, availability, performance, and IT compliance as essential components of their IT infrastructure, vendors need to be able to demonstrate expertise across all of these segments,” said Matt Healey, Sr. Research Analyst for IDC’s Software and Hardware Support Services Program. “However, to meet customer needs, this level of knowledge needs to be combined with a support process that provides a consistent, responsive and seamless customer experience.”
Symantec Enterprise Support Services program is now generally available through Symantec’s direct sales force and worldwide network of value-added resellers. Symantec will work with current support customers to transition to the most appropriate level within the new Enterprise Support Services program. For more information, please visit: www.symantec.com/support_maintenance/.
Symantec is the world leader in providing solutions to help individuals and enterprises assure the security, availability, and integrity of their information. Headquartered in Cupertino, Calif., Symantec has operations in 40 countries. More information is available at www.symantec.com.
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