Technical Assistance Partner Program

 

Overview

The Symantec Authorized Technical Assistance Partner Program (TAPP) is designed to enable our partners to increase their sales growth on key volume products Symantec Backup Exec and Endpoint Security and to deliver improved levels of technical assistance to customers. The Symantec Authorized Technical Assistance Partner Program helps provide greater differentiation for a partner’s business and increased revenue opportunities, because every customer interaction is an opportunity to cross-sell and up-sell a partner’s full range of products and services.

Program Details

Partner Benefits

• Tools, including direct access to Symantec’s Advanced support team, to provide quicker, more efficient response times for escalations and improved customer satisfaction rates;
• Higher customer satisfaction rates, likely resulting in increased renewal rates;
• Better skilled services staff upon completion of required FREE eLearning based TAPP training;
• Cross selling opportunities such as additional Symantec products;
• Up-selling value added services opportunities.

Customer Benefits: Qualified Symantec Authorized Technical Assistance Partners are able to offer their customers the following benefits:

• Highly-qualified technical assistance from partners enabled with Symantec training and direct access to Symantec advanced level support;
• Streamlined and expedited technical assistance experience on value added services from the customer’s trusted partner;
• Frees up customer internal resources to focus on strategic issues;
• Helps the customer increase the value and return on investments of Symantec technology;
• Multi-vendor technical assistance with partners that have a deep understanding of the customer’s heterogeneous IT environment.

Program Features:

• Direct access to Symantec advanced technical support staff;
• Unlimited access to the latest online technical training;
• Marketing support to promote partner positioning;
• Partner branded services assistance;
• Partner program recognition.

General Eligibility Requirements: Demonstrated technical assistance delivery capabilities are required to join the Symantec Authorized Technical Assistance partner program. Symantec Partner Program participants who qualify become members of an authorized group able to provide technical assistance on authorized products. General requirements include:

• Symantec Partner Program, Platinum, Gold or Silver Level (Platinum Corporate Resellers in NAM and/or Silver Corporate Resellers in EMEA, LAM, and AP also qualify) ;
• Fully-staffed call center, minimum regional business hours (12 hours per day x 5 days per week);
• Software case tracking system;
• End-user Service Commitments;
• In-house Support laboratory;
• Support renewals infrastructure.

Apply to Become a TAPP Partner

To become an Authorized Technical Assistance Partner, please download the TAPP Registration Kit from PartnerNet and complete the program application form. Alternatively, you may also request a TAPP Registration Kit by sending an email to tapp@symantec.com.