Discontinuation of Express Buying Program FAQ
Symantec has reviewed how it conducts business within the small business segment, including the Express Buying Program. In line with recent improvements made to our enterprise segment we have restructured our processes and systems for small business. The Express Buying Program is no longer compatible with our new business model and is therefore discontinued as of 23 April 2018.
Since the Express Buying Program did not involve any contractual buying arrangements, there is little direct impact on you buying or renewing Symantec products. You can continue to access Symantec security solutions without the need for complex contracts and long-term commitments via your reseller as usual.
No, you are not required to take any action. Your customer record will be updated in our systems to reflect the change in business model but your entitlements remain unchanged.
Yes, Symantec solutions suitable for small businesses continue to be available to former Express customers (provided of course that the product has not reached End of Life). In fact, certain product restrictions that existed under Express have been lifted so some exciting new product lines such as Symantec Endpoint Protection Mobile will be available to you.
Yes, subscription and perpetual license types continue to be available, however, this will vary by product so you should talk to your reseller.
Yes, note the following changes:
No, unlike orders within the Express Buying Program, order quantities can no longer be aggregated across different product families. Note:
No, orders under the new business model no longer generate “License Certificates” that are attached to order confirmation emails. The certificate content is now included within the email itself.
Where applicable, license keys are provided as usual with order confirmation emails.
Symantec order confirmation emails are created in English, German, and Japanese. The system determines which language to send based on your country.
Your upcoming renewals will be handled in the usual way by your reseller. Due to back-end processing changes, you may notice a slight difference in nomenclature used on order-related paperwork (e.g. product SKUs and codes) as outlined above.
Renewal IDs are replaced by the Service Contract Number which is provided in your Renewal notification. For more information on Renewing, view the Renewals FAQ.
No, Version Upgrade SKUs are no longer applicable. Under this new business model all late renewals are back-dated to the previous expiry date and reinstatement fees applied.
Yes, renewal short-term fees. Renewal terms that are less that the minimum term of 12 months are subject to short-term fees.
No, there is no change to your existing software license entitlements, active Maintenance (Essential Support) entitlements or to your Symantec customer record.
Yes, you will not be required to sign any contracts under the new business model.
No, the deployment of licenses purchased under this new business model is no longer restricted to your country of purchase. However, you are obliged to keep Symantec informed about any movement of licenses in accordance with Symantec’s policies.
Small business transactions are subject to Symantec’s policies as outlined in the Maintenance Policy Handbook.
No, as long as you have current Maintenance you can access Technical Support for the duration of your Maintenance term.
No, your access to support will not change. You can still open cases via the phone or via MySymantec. Your credentials to MySymantec will not change. MySymantec will remain your one-stop-shop for all things support. Learn more about obtaining technical support from Symantec.