Renewals FAQ

The following information applies to on-premise products only. For information on Cloud and Website Security products please visit Renewals.

 

Why Should I Renew?

What is a maintenance contract?

Your maintenance contract is like an insurance policy. It entitles you to more than just being able to contact Technical Support by telephone or logging a case online. A valid contract provides you with cover for the quantity of software licenses you own for a finite period of time (usually one year). Benefits include:

  • Reassurance: Delivery of important software updates ensure that your product works optimally and is kept up to date with the latest technology innovations and improvements.
  • Cost Saving: The ability to upgrade to the latest software versions free of charge so you can avoid financial surprises when you need to upgrade.
  • Expert Problem Solving: Guaranteed access to Symantec’s technical expertise gives you peace of mind when you need it most.

What is a renewal?

Prior to its expiry date, your maintenance contract must be renewed to continue receiving the benefits. This action is called a “Renewal”. Once you renew your maintenance contract, you will receive a new License Certificate which will specify your new maintenance end date.

What happens if I don’t renew?

You will no longer be able to receive the benefits of the maintenance contract. Product and content updates will stop being delivered to your product installation. If you choose to upgrade to a future version of the product, you will be required to repurchase your product license to establish your right to the latest version. You will no longer be able to call technical support or log technical support cases online via MySymantec.

Visit MySymantec.

How do I know when my maintenance contract(s) are about to expire?

Symantec has various methods of alerting you that a maintenance contract is about to expire. Renewal notification e-mails are sent to SMB customers starting 60 days prior to the contract’s expiry date. Additionally, several of our products will alert you from the product’s management console. Finally, Symantec’s diagnostic tool (SymHelp) provides licensing information and alerts for several of our products. Your reseller is also likely to contact you about your renewal.

View sample notification email.
View sample product management console.
Learn more about SymHelp.

How Do I Renew?

How do I renew?

Step 1: Identify the maintenance contract(s) requiring renewal. Decide if you would like to align their contract end dates. If you have multiple maintenance contracts, it may be possible to align your contract end dates to a single date.

Learn how to identify maintenance contracts requiring renewal.
Find out how to align your maintenance contract end dates.

Step 2: Gather your Proof of Purchase details. Proof of Purchase information is required by Symantec to validate your license ownership and determine whether you are entitled to purchase ongoing maintenance.
Find out more about Proof of Purchase.

Step 3: Plan your future business needs. Renewal time is the ideal opportunity to review your usage trends and assess your future licensing needs to determine if you need to purchase any additional licenses or upgrade to a more fully-featured product. Your reseller will be able to advise you on options to suit your growing business needs.

Step 4: Contact your reseller to place your order. Request a quote from your reseller to renew your maintenance contract(s) and/or purchase any additional software licenses. If you don’t have a partner of choice, you can search for a reseller using our Partner Locator. You can also contact Symantec to discuss your renewal options. 

Go to Partner Locator.
Go to Symantec Business Sales.

Step 5: Update your product. Symantec will e-mail you a renewal order confirmation which contains: a) your updated License certificate, b) any new license purchase details, and c) details on how to update your product. You can also refer to the licensing section of your product documentation or the Symantec Knowledge Base for product specific instructions on how to add or update licenses in your product. 

Find out more about updating your product.
Visit Symantec’s Knowledge Base.

Step 6: Register your new maintenance serial numbers and make sure to update/correct your designated technical support contact information. Only designated individuals at your company are eligible to call in to receive technical support. Alternatively you can email your request to support_solutions@symantec.com.

Find out how to register your new maintenance serial numbers.
Find out how to keep your company’s technical support contact list up-to-date.

Learn More

Understanding my maintenance status

I’m unsure about my maintenance contract status. Can I request a listing of all my active contracts?

Yes, you should contact your reseller or Symantec Customer Care and request an Install Base Report.

Go to Symantec Customer Care.

How do I know when my maintenance contract begins and ends?

You can check your maintenance start and end dates on your Symantec License Certificate. This information is also available to view within many Symantec products. The Symantec utility SymHelp also provides licensing and maintenance information for certain products.

View sample license certificate.
View sample product management console.
View sample SymHelp licensing dashboard.

What should I do if I am not receiving Symantec’s renewal notification e-mail?

You should contact Symantec Customer Care to update your contact information.

Go to Symantec Customer Care.

What is SymHelp and how can it help me understand my maintenance contract status?

Symantec Help (SymHelp) is a multi-product diagnostic tool designed to identify common issues; gather data for support assisted troubleshooting; provide licensing information (for certain products you can use SymHelp to view the licenses you have installed and the status of your maintenance contracts); identify suspicious files and link to other customer self-help and support resources.

Find out how to download SymHelp.

Planning my renewal

Can I align end dates for different maintenance contracts?

If you have purchased software licenses and associated maintenance contracts over a period of time, you will have maintenance contracts with different end dates. Depending on the licensing program and the proximity of the maintenance contract end dates to each other, you may be able to align your maintenance contracts to a single renewal date to make your future renewals easier. This process is often referred to as “co-termination”. While this practice is most common for maintenance contracts of the same product, under certain circumstances you may also align renewal dates for different Symantec products.

You will need to speak to your reseller to discuss this option. For more information consult Symantec’s Global Enterprise Renewals Policy.

Go to Symantec’s Global Enterprise Renewals Policy.

I want to plan and budget for my renewal purchase, when is the earliest I can renew?

You can renew your maintenance contract at any time prior to the maintenance end date displayed on your Symantec License Certificate. The new maintenance start date is always the day after the original maintenance contract expiry date.

Can I spread my renewal costs over the course of the renewal period?

The minimum period for a maintenance contract is one year which must be purchased and paid for in full upfront. Generally, renewal costs cannot be spread over the course of the renewal period; however you should check with your reseller about possible payment options.

Can I purchase a maintenance contract for a duration that is longer than one year?

Yes, but not all Symantec products have this option. The usual maintenance contract period is one year. Your reseller will be able to advise you on the maintenance options available for your product.

Can I purchase maintenance contracts for consecutive years at once?

Yes, if you choose to purchase additional years of maintenance up front at the same time as your initial license and maintenance purchase. For more information, consult our Global Enterprise Renewals Policy.

Go to Symantec’s Global Enterprise Renewals Policy.

If I purchase more software licenses, is maintenance automatically included?

It depends. If the additional software licenses you are purchasing are sold with maintenance already included (bundled) then, yes, the incremental number of licenses will be covered by maintenance. If the additional software licenses are sold separately from their maintenance contract, then you will need to purchase additional maintenance. However, in both cases, the maintenance end date for these new licenses will be different to the maintenance end date of your original purchase so you may wish to enquire about aligning both end dates to a common end date if possible. Your reseller will be able to advise you on your purchases to ensure that you have adequate maintenance coverage..

I did not purchase maintenance when I purchased my software licenses, can I purchase it now?

Yes, maintenance can be purchased within the defined period of time per Symantec policy without penalty, provided that the original software version purchased is still supported. In this case, the maintenance contract start date will match the purchase date of the original software. For more detailed information, consult our Global Enterprise Renewals Policy.

Go to Symantec’s Global Enterprise Renewals Policy.

Is it possible to reinstate a lapsed maintenance contract?

Yes, however certain conditions will apply as outlined in our Global Enterprise Renewals Policy. You will need to contact your reseller to discuss options available to you.

Go to Symantec’s Global Enterprise Renewals Policy.

Does Symantec offer a grace period in case I fail to renew my Maintenance on time?

Note: Effective 9th May 2016, Symantec is discontinuing its 30 day grace period (Japan, 3rd October 2016). Symantec is taking this step to align its renewal policy with its security strategy. From this date, you must renew prior to expiry date to remain protected and avoid higher renewal costs and penalties. You are reminded that once Maintenance expires, you are no longer entitled to access any of your Maintenance deliverables, meaning that your security and compliance integrity is immediately compromised. Find out more about the importance of keeping Maintenance current, always.

Your reseller should be able to answer all of your renewal questions. You also have the following contact options:
Contact Symantec Customer Care
Submit a case online at MySymantec

Go to Symantec’s Global Enterprise Renewals Policy.

My renewal purchase

How do I renew my maintenance contract?

You should contact your reseller to initiate your renewal transaction. To qualify for renewal pricing, your Symantec maintenance contract period must be continuous and you should renew prior to your renewal expiration date.

Follow our How to Renew steps to find out more.

What constitutes Proof of Purchase and why does Symantec require Proof of Purchase for a renewal purchase?

Symantec requires Proof of Purchase (POP) of the original license(s) in order to determine eligibility and process maintenance renewal orders. Your reseller will need this information at renewal time.

Your Renewal ID is the preferred Proof of Purchase method. Other acceptable forms from your original Symantec License Certificate are: Certificate Number or Sales Order Number or Symantec Agreement Number (SAN) -- Rewards Program only.

What is a Renewal ID?

A Renewal ID is an identification number assigned by Symantec that tracks each eligible renewal. It allows Symantec to automatically link your maintenance contract to the correct software licenses and apply the correct maintenance start and end dates. You will find your renewal ID on your Symantec renewal notification emails and renewal quotations.

After renewing – what’s next?

How do I update my product following my renewal?

You may need to update your product by applying the relevant activation code as indicated in your new License Certificate. Application of renewal activation codes vary by product. You should refer to the licensing section of your product documentation for product specific instructions on how to add or update licenses in your product. Alternatively, enter the term “Licensing Overview” followed by your product name in the search window of our Customer Support Knowledge Base. You can also follow the on-screen instructions in your product’s licensing dashboard. If you require further assistance, contact Symantec Customer Care.

Go to the Customer Support Knowledgebase.
View Symantec Customer Care contact information.

Do I need to register my new serial numbers?

Yes. Once you have activated your new maintenance contract or indeed any new Symantec software licenses, you should register your new serial numbers in the Licensing section of MySymantec to ensure continued access to the benefits of your maintenance contract.

Visit MySymantec.