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Basic vs. Essential Support

Created: 22 Oct 2009 • Updated: 16 Sep 2010 | 9 comments

Have installed Trialware version of Endpoint Protection Small Bus Edition.  Find that it installs well, and works fine.  You'd think if Symantec were interested in receiving income, they'd provide product with "click here to send us money for a registered version" link, but this basic concept is beyond the company.  Have eventually discovered that there are 2 flavors purchasable-basic support and essential supprt.  One costs about $3/license more than the other.  Is there anyplace on the Symantec website that tells what one gets for the extra $3 each?  Not that can be found in less than half an hour (which is all the time I have right now).  Most amusing, and annoying...

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Acretian's picture

To put it in simle words you will get 24/7 support on essential

J_Lans's picture

Thank you, Acretian, for the simple explanation.
Thank you, Cycletech, for the non-explanation that illustrates much of what is wrong with Symantec.

Thomas K's picture

1. Essential Support.
• Access to technical support provided by telephone on a 24x7 basis;
• Continuous Efforts Problem Resolution Engineering (available upon request for Severity 1 Cases only);
• Access to the Symantec technical support website;
• Delivery of bug fixes and patches;
• Essential Support includes Content Updates, if applicable, and Upgrade Assurance;
• Licensee may designate up to six (6) individuals per title of Software for Essential Support to act as liaisons with Symantec Technical Services staff (“Designated Contacts”).

2. Basic Maintenance.
• Access to technical support provided by telephone from 8 a.m. to 6 p.m. during the normal business week of, and in accordance with statutory holidays of, the country where the Software is installed;
• Access to the Symantec technical support website;
• Delivery of bug fixes and patches;
• Basic Maintenance includes Content Updates, if applicable, and Upgrade Assurance;
• Licensee may designate up to two (2) individuals per title of Software for Basic Maintenance to act as Designated Contacts as
defined above.

For details see the Support PDF -

http://www.symantec.com/business/support/Support_C...

Everything you need to know about obtaining Technical Support from Symantec

Can be found on this page - http://www.symantec.com/business/support/support_p...

Let me know if this information fails to provide you the answers you are seeking.

Thomas

Terster's picture

HI,

I too installed the trial and am ready to go with a 10 user license however i have one fundamental question which, after an hour, I too, just can not locate on Symantec's site, anywhere.

After 1 year of Basic Support... it runs out.

WIll my SEP will be able to get Live Updates, patches, virus def. files, etc, or will i be required to renew my licenses in order to keep getting basic updates from the Live Update tool?

I understand fully that after 1 year my "technical support" would be handled with help from people here in the forums that are kind enough to help... but again... my concern is whether i will still have access to Live Update and getting definition updates automatically.

Please advise.

I posted a similiar question under "licenses" but have not had any replies.  Then i saw this one and see that it's related so i'm posting here.

Thanks for any help you can provide!

Terster

George.Prince's picture

Terster,

From what I understand, if you do not renew your support you'll no longer be eligible for the patch and virus definition updates.

If you take a look at the support terms Cycletech posted, it explains it in the 'Content Updates' section:

http://www.symantec.com/business/support/Support_Certificate.pdf

Kui's picture

Can I log a call with Basic Support like I can with Essential Support?

P_K_'s picture

Yes you can log a case with even basic support, but the support that you would received would be RBH  regional buisness hour

MCT MCSE-2012 Symantec Technical Specialist (SCTS)

P_K_'s picture

You canget the local support number from

http://www.symantec.com/business/support/contact_techsupp_static.jsp

MCT MCSE-2012 Symantec Technical Specialist (SCTS)