Before Symantec buy ALTIRIS, we were able to contract separatly a "software Update Assurance", and "Support contract". Now, the "Maintenance" is a single contract, yearly or more, including update & support.
It is a nightmare: Not the fact only 1 contract for both, that is a good Idea, particulary for the Altiris complex platform.
But the fact we need to manage & maintain 2 or 6 contacts, for "MySupport". Never correclty "pre-regsitered", ticket open refused because not able to find the good information. Must open with another email correctly registered if we are in emergency, answer not going goof person... And repeat each year, for each contract, because not a "customer" contract, but a "solution" by "solution" one...
For altiris, we also need to use the "Licensing" portal to manage & must "combine" licenses. the 2 portals are not synchronyzed, but you need the licence info management, tp provide them ourself to "MySupport" for being able to "handle" our support request.
That's seems Symantec support act as no technical support capable partners was existing: and prefer getting ticket opening from "not technical certified" customers, instead of "technical certified partners" ?
But the worst:
We are Partner: So we try to help more 20 Altiris customers. And we are not allowed to register our "servicedesk" email for "MySupport" on our customers. Symantec talk a lot about "Experimented" partners must be, and provide a lot of presale support & materials. But after that, for backline & postsales activities and support: the nightmare to manage hundreds of contracts "MySupport" + "Licensing"...
What we need, SIMPLIFY, AUTOMATION:
Symantec:
- Build a more simple "Licensing" portal.
- Coordinate the "MySupport" automatically with "Licensing"
- Allow a simple "My EPM partner is" association so we can configure 1 time our ServiceDesk system to open customers incidents to Symantec, quickly, simply...
That's it. Thanks your feedback.