|
|
| Chat | |
| Click the SYMple Button above to chat with a Channel Sales Support Specialist *. | |
| * Chat response will be based on agent availability between 6am to 4pm PT; M-F, except holidays. If you do not see the Chat button (above) during these hours, please try refreshing this page. |
© 1995-2011
Symantec Corporation.
All rights reserved.
Legal Notices
Privacy Policy
Frequently Asked Questions
Channel Sales Support
What information do I need when calling Channel Sales Support?
What is a competitive displacement quote?
What do I need if I am not the last reseller on record?
How do I locate contact information for an account manager?
Customer Care
How do I complete a name and/or address change?
What is the process to obtain the most recent and/or updated version of my product/software?
How can I combine multiple customer numbers into one account?
How can I correct a licensing issue?
Why is my customer’s order on hold? How do I correct this?
Licensing
How do I determine the correct pricing program for my customer?
What is the grace period on renewals?
When and why would I use a Version Upgrade (VER UG) pricing SKU?
When and why would I use a Competitive Upgrade (COMP UG) pricing SKU?
When and why would I use a Crossgrade (XGRD) pricing SKU?
When would I use a Version Upgrade pricing SKU instead of a Renewal pricing SKU?
How do I properly license my customer’s environment?
How does license banding work?
What is the difference between Basic and Essential support?
What is Upgrade Assurance Support on the PGP products?
How does my customer sign up for Rewards pricing?
Products
What is the difference between Endpoint and Endpoint Small Business Edition?
What is the difference between the Protection Suite offerings?
What is the difference between Ghost Solution Suite and Symantec System Recovery?
PartnerNet
Where do I find price lists/SKUs?
How do I become a Symantec partner?
How do I become SMB Specialized? What are the benefits?
How do I register an opportunity? What are the requirements?
What is the Renewal ID Status tool?
How do I obtain Internal Licensing?
Technical Support
Who do I contact with technical support issues?
Channel Sales Support
A co-term is the process of prorating maintenance, or support, on a customer's licenses so that all expiration dates will be the same.
For Example: A customer has a quantity of 20 licenses expiring on Jan 15 and another 10 licenses expiring on June 8; the co-term quote would prorate the additional 6 months of support on the first 20 licenses so that they have the June 8 expiration date. The quantity of 10 licenses would also be renewed on the quote for one year and retain the expiration date of June 8.
Please see the Co-Term Information on our site.
On a co-term quote, any line item that is scheduled for support longer than 1 year will be split into multiple line items. The best practice for reading a co-term properly is to pay attention to the IB Reference Number, Start Date, and End Date fields on the co-term quote. The line items that split out into multiple lines due to being longer than 1 year will have the same IB Reference Number to show that these line items are for the same product license. Once you have determined the lines that match up to the same product license with the use of the IB Reference Number, check the start and end dates on each line. The start date on the first line should be for 1 year of service and the second line item should be the additional proration for the additional months of service, which brings that license to the requested co-term date.
If you have additional questions in the attempt to read a co-term, please contact Channel Sales Support.
What information do I need when calling Channel Sales Support?
To best address most issues, please have the following information available when contacting Channel Sales Support:
- Your Name
- Your Company Name
- Your E-mail Address
- Your Phone Number
- End User Company Name
- End User Company Address
- Any Pertinent End User Information (i.e. Customer Number, SAN Number, Certificate Number, etc.)
- Description of the Customer's Request/Issue
- Depending on the issue, we may also need the End User Contact Information
A renewal should be quoted in the exact same quantities as what the customer currently owns licensing for. If the customer orders a quantity of 20 licenses on one order and 30 licenses of the same product on another order, the renewal should also split out the line items and reference either the IB Reference Number or the Renewal ID Number per line item. The renewal quote can contain renewals for licenses that were purchased at different times, but the quantities should still remain split as they appear in the Install Base Report (IBR).
See also Renewal ID Status Tool
What is a competitive displacement quote?
A competitive displacement quote is offered when a customer either currently owns, or is looking to purchase, a Symantec competitor's product. This process is in place to win the business for Symantec. If you come across a situation where your customer meets the above qualifications, begin by quoting Competitive Upgrade Pricing SKUs; if this does not beat the competition's price, please contact Channel Sales Support for additional assistance in receiving a competitive displacement quote.
Note: A competitive displacement quote is not used to undersell your competition; it is used to undersell Symantec's competition.
What do I need if I am not the last reseller on record?
If you are not the last reseller on record, please have an e-mail from your customer granting you access to their account. The e-mail needs to have the customer's "@xxx.com" extension and should state that they wish for your company to access their Symantec account for the purpose of "xxx" (i.e. Renewal, New License, IBR, etc.)
How do I locate contact information for an account manager?
Account Manager routing can be performed by the Channel Sales Support team. Please have the following information available so we may quickly locate the appropriate Territory Account Manager for your request.
- Your Company Name
- End User Company Name
- End User Company Address
- Product in Question
- Quantity of the Product
- $$ Value of the Deal
- Is this for a Renewal or New Purchase?
What is the turnaround time, or Service Level Agreement (SLA), when I send a request to Channel Sales Support (cis@symantec.com)?
The turnaround time, or SLA, when sending requests to cis@symantec.com is around 1 - 2 business days. During slower times, we often respond and/or resolve your request in a much shorter timeframe. If you need immediate assistance, please contact Channel Sales Support via phone.
Customer Care
How do I complete a name and/or address change?
If the company has moved or changed their name, have an authorized signer with the company fill out and sign the License Assignment Request (LAR) Form.
If the name was entered incorrectly on the order, contact license@symantec.com and advise them that you need to perform a name correction on the most recent order.
See our Install Base Report (IBR) process and instructions.
What is the process to obtain the most recent and/or updated version of my product/software?
If the customer is currently in maintenance/support on the license, they should have recieved a Version Upgrade notification e-mail. The Version Upgrade notification should have been sent to them as soon as the new version of the product came available. If for any reason the customer has not received this e-mail, instruct the customer to contact Customer Care/Licensing.
How can I combine multiple customer numbers into one account?
Multiple customer numbers is often a result of slight name and/or address changes on the order from year to year. If the address was originally entered as "123 OAK LANE" and the following year the address was entered as "123 OAK LN" - the customer will receive a new customer number. The same occurs with the name when additional letters or words are added to the company name on separate orders. To correct this, contact Customer Care/Licensing for assistance.
How can I correct a licensing issue?
With companies ordering at different times throughout the year, orders should contain Proof of Purchase (POP) information such as the Renewal ID or IB Reference Number to ensure the renewal is attached to the appropriate license. We understand that human error is inevitable and occasionally mistakes are made. To correct licensing issues, please contact Customer Care/Licensing for assistance.
Why is my customer’s order on hold? How do I correct this?
Orders are most often placed on hold because the information does not match the customer's current licensing. Providing Proof of Purchase (POP) such as the Renewal ID or IB Reference Number, for each line item on an order, is the best way to prevent from having an order placed on hold. To correct an order on hold, please contact Channel Sales Support for assistance in obtaining the correct Renewal ID(s) or IB Reference Numbers.
Licensing
How do I determine the correct pricing program for my customer?
Most companies are regular corporations and will fall under the Express pricing program. State, local, and federal government will fall under the Government pricing program. Non-profit organizations and academic institutions fall under the Academic pricing program. Rewards customers fall under the Rewards pricing program. For additional information, see the Licensing page.
What is the grace period on renewals?
We provide a 90 day grace period, after expiration, for the customer to renew licensing.
When and why would I use a Version Upgrade (VER UG) pricing SKU?
Version Upgrade (VER UG) pricing SKUs can be used when the customer previously owned licensing for the product in the past, but has allowed the product to expire and the grace period has passed. (Example: Customer owned QTY 20 Symantec AntiVirus 10.0, which expired in 2009. In 2011, the customer wants to purchase QTY 50 Endpoint 12.1; because they owned QTY 20 licenses in the same product family previously, the new order would include QTY 20 Version Upgrade and QTY 30 Standard (STD) new licenses. If you have a situation where you are unsure, please contact Channel Sales Support for assistance.
When and why would I use a Competitive Upgrade (COMP UG) pricing SKU?
Competitive Upgrade (COMG UG) pricing SKUs may be used when the customer currently owns or is looking at purchasing a competitor's product. The Competitive Upgrade pricing SKUs are discounted to take out competition. If you have a situation where you are unsure, please contact Channel Sales Support for assistance.
When and why would I use a Crossgrade (XGRD) pricing SKU?
Crossgrade (XGRD) pricing SKUs are used when the customer is moving up a tier within the same product family. (Example: The customer currently owns Endpoint 12.1 and would like to move to one of the Protection Suites, which also contain Endpoint 12.1). If you have a situation where you are unsure, please contact Channel Sales Support for assistance.
When would I use a Version Upgrade pricing SKU instead of a Renewal pricing SKU?
If the customer has exceeded the 90 day Grace Period, a Version Upgrade pricing SKU should be used in lieu of a Renewal pricing SKU.
How do I properly license my customer’s environment?
We have experts, in licensing, who can explain how to properly license your customer. Knowing and understanding your customer's environment is essential to proper licensing. We advise to obtain a drawing of the customer's environment; have the drawing contain 1 box for each physical server, with a list of databases/applications/etc. running on the server, and a total number of endpoints (desktop/laptop/workstation) in the environment. In situations where virtualization is in use, also obtain a total number of virtual guests running on each physical virtual box and the databases/applications/etc. running on each virtual guest. After obtaining this information from the customer's IT department, contact Channel Sales Support for assistance in determining the correct licensing for the customer's environment.
How does license banding work?
Band "S" can be purchased in singles, or multiples, depending on the customer's need.
The license banding for Express, Academic, Government, and Rewards pricing programs is shown below. There is a minimum quantity of 5 per order for the banded tiers (excluding Band "S").
| Express | Rewards | |||
| Quantity | Band | Points | Band | |
| 5 - 24 | A | 6000 - 11,999 | A | |
| 25 - 49 | B | 12,000 - 19,999 | B | |
| 50 - 99 | C | 20,000 - 49,999 | C | |
| 100 - 249 | D | 50,000 - 99,999 | D | |
| 250 - 499 | E | 100,000 + | E | |
| 500 + | F | |||
| 1 + | S | |||
| Academic/ Non-Profit |
Government | |||
| Quantity | Band | Quantity | Band | |
| 5 - 249 | A | 5 - 249 | A | |
| 250 + | H | 250 + | H | |
| 1 + | S | 1 + | S | |
What is the difference between Basic and Essential support?
Basic Support: The customer can contact Technical Support Monday - Friday 8 AM - 5 PM (End User's Local Time).
Essential Support: The customer can contact Technical Support anytime (24 hours a day).
What is Upgrade Assurance Support on the PGP products?
PGP customers with Bronze support were converted to Upgrade Assurance with Symantec. Upgrade Assurance support offers the customer software version upgrades, during the support contract term, in addition to online self-support options. Technical Support by telephone is not offered as part of this support option.
How does my customer sign up for Rewards pricing?
Direct your customer to MySymantec.com to sign up for the Rewards Program. If the customer has questions or issues, they can first contact osg.amer.contracts@symantec.com
Products
What is the difference between Endpoint and Endpoint Small Business Edition?
Symantec Endpoint Protection Small Business Edition does not support Device and Application Control, is not Symantec Network Access Control ready, and does not support Linux. It also does not support a multi-server environment. The user interface is simplified and setup is through built-in wizards as opposed to a step by step setup.
What is the difference between the Protection Suite offerings?
| Small Business Edition | Advanced Business Edition | Enterprise Edition | |
| Endpoint Protection | X | X | |
| Endpoint Protection Small Business Edition | X | X | |
| AntiVirus for Macintosh | X | X | X |
| AntiVirus for Linux | X | X | |
| AntiVirus for Windows Mobile | X | ||
| Mail Security for Microsoft Exchange | X | X | X |
| Mail Security for Domino | X | ||
| Premium AntiSpam | X | X | X |
| Messaging Gateway | X | X | |
| Web Gateway | X | ||
| Network Access Control Starter Edition | X | ||
| Symantec System Recovery DESKTOP Edition | X | X | X |
| Symantec System Recovery Management Solution | X | X | X |
| Symantec System Recovery SERVER Edition (one SSR license per QTY 50 SPS ABE ordered on 1 order) | X |
What is the difference between Ghost Solution Suite and Symantec System Recovery?
Ghost Solution Suite is an imaging and deployment solution, one image is created and deployed (copied) to multiple workstations or servers at one time. This helps reduce the time and expense of deploying newly acquired hardware. Symantec System Recovery is a disaster recovery solution that allows you to take a snapshot of a desktop or server on a schedule, then restore that snapshot in the event of a hardware or software failure of the system in question. Symantec System Recovery also allows for restore to dissimilar hardware.
PartnerNet
Where do I find price lists/SKUs?
How do I become a Symantec partner?
Visit PartnerNet and apply to become a member of the Partner Program. If you have questions, please contact partnerus@symantec.com
Partner Application Instructions
See also Become A Partner
NFRs are Not for Resale licenses available to members of the Symantec Partner Program. These licenses are used for demonstration purposes and do not come with technical support.
Note: If you are an SMB Specialized partner, remember to leave the "Specialization" field blank in order to see the options for ordering NFRs. Specializations should only be selected for specific product specializations.
Also see Internal Licensing
How do I become SMB Specialized? What are the benefits?
After you have signed up to become a Symantec Partner, become an SMB Specialized partner for additional benefits.
How do I register an opportunity? What are the requirements?
The Opportunity Registration Program is a margin enhancement program that rewards Symantec partners who actively uncover, develop and close incremental, net-new opportunities for qualifying Symantec products and services. Partners who register these incremental opportunities with us early on in the sales cycle can receive compensation for their efforts. The program is structured to increase margin for partner sales teams as well as contribute to the partner's bottom line.
Enrollment in the Symantec Partner Program is a pre-requisite to participation, in addition to other requirements by program.
If you have additional questions about the Opportunity Registration Program, e-mail opportunity_registration@symantec.com.
What is the Renewal ID Status Tool?
The Renewal ID is Symantec’s preferred Proof of Purchase (POP). The Renewal ID Status Tool allows Partners to use the Renewal ID to validate the details associated with the Renewal Order to facilitate accuracy when submitting Renewal Orders to Symantec for processing. This will help to minimize errors, escalations and order holds, and speed up turnaround times.
The Renewal ID Status Tool will provide you the product description, quantity, renewal SKU, and the expiration date - everything you need to complete the customer's renewal order!
Note: Make sure to enter the Renewal ID in the following format
RNW111-111-111 (Where "1" is replaced by the appropriate numbers in the Renewal ID)
How do I locate my customer’s Rewards SAN number and the appropriate Rewards Band level based on the customer’s points?
The Symantec Agreement Number (SAN) Lookup Report enables Partners to validate if a customer is currently enrolled in the Rewards Program with an Active SAN and what band the customer is currently authorized to purchase at.
How do I obtain Internal Licensing?
The Internal License program is designed to make Symantec software solutions available to Partners for internal use.
Internal Licenses are available to authorized members of the Symantec Partner Program including Channel Platinum, Gold or Silver Partners, Global Strategic, Distribution and Managed Security Services Partners who meet the requirements of the program.
Instructions for SMB Specialized Partners
Instructions for Metal Level Partners
Technical Support
Who do I contact with technical support issues?
Contact Technical Support