Business Critical Services Introduction 1

Business Critical Services OverviewBCAM NAME HEREBusiness Critical Account Manager

Welcome to Business Critical Services

Business Critical Services Introduction 2

Business Critical Advantage

Business Critical Services Overview

The Symantec Technical Services Process

Questions and Answers

Business Critical Account Contacts

Your Symantec Business Critical Team

Business Critical Services Introduction 3

Business Critical Account ManagerName

Email: Phone: Mobile:

Business Critical Engineer Assigned from pool of available resources

Contact BCAM for BCE Assistance

Sales Account ManagerName

Sales EngineerName

Email: Mobile:

Email: Mobile:

Business Critical Services Introduction 4

Enterprise Support Service Offerings

BusinessCritical

Services

Personalized, proactive support from elite technical experts, coordinated by a single point of contact and featuring Symantec’s

highest levels of response

EssentialSupport

Around-the clock access to Symantec’s technical experts, with faster response

times and access to all product upgrades*

BasicMaintenance

Lowest price option including access to product upgrades and business hour

support

Personal• Business Critical Account Team– Business Critical Account Manager

– Business Critical Engineer(s)• Focused on your success

• Backed by remote team of experts• Case History and Quarterly Reports

Responsive• Up to 2 onsite visits per contract year

• Highest Service Levels• Priority call queuing

• Advanced team access• Unlimited named callers

Exclusive• Access to same advanced training courses

(SRT) that Symantec support engineers attend

• Free EducationSkills Assessment and customized

development plan

National – Nationwide Coverage

ITInfrastructure

Information

BCS Datacenter Package

Business Critical Services Introduction 5

Business Critical Account Manager (BCAM) Deliverables

Business Critical Services Introduction 6

• 24x7 Customer Advocate

• Single Point of Contact for post-sales related issues

• Notification of all support cases

• Case escalation management

• Assists with projects to help meet your objectives

• Provides monthly case reports

• Provides quarterly performance metrics

• Hosts regular meetings to review cases and status of ongoing projects

• Arranges onsite reactive assistance from Business Critical Engineer (2 per contract year)

• Arranges onsite proactive services (1 per year, in exchange for fly-to-sites)

Business Critical Engineer (BCE) Deliverables

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BCE Engagement From Pool

• In-depth Product Knowledge• In-depth knowledge of customer environment• Notified of all open cases• Technical assistance in problem resolution• Technical resource during project/initiative planning• Open Office Hours & Lunch-n-Learns

BCE Fly-to-Site support • Up to 2 per contract year• Provides onsite assistance for SEV-1 & SEV-2 cases• Dispatched to site within 24-hours of request

Global Customer Support Services

Front Line Support

Advanced Support

Back Line Support

Engineering Fixes Bugs

Support entitlement, calls logged, soft hand off for Severity 1 cases

Develop Plan of Action (POA), keep the Customer informed, provide solution or escalate to Advanced Support

Escalation point for frontline, BC customers, update POA, Research all possible scenarios, keep the Customer informed,

Provide solution or escalate to Back Line Support

Trap or Debug Source Code, provide solution or escalate to Engineering

Symantec Technical Services Process

8

Non-Business Critical Customer Advancement

All Customer Entry

Business Critical Customer Advancement

Case Logging Process

• To log a case, dial XXX-XXX-XXXX• Enter your 12 digit Support ID XXXX-XXXX-XXXX• You will be routed to the Global Delivery Support Services (GDSS) representative where

you define the severity of your issue ahead of other callers

– Live Transfer to queue for Severity 1 or 2 case

– Your BCAM is notified on all cases, paged on high severity cases

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As a valued Business Critical Services customer, you have access to an unpublished phone number to quickly route your call to our Global

Delivery Support Services (GDSS) team. The following procedures should be used to open a support case:

Case Severity & Response Time

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NOTE: Your BCAM is notified of all support cases and paged for high severity cases

Severity Level Definition BCS Target Response Time

Severity 1 (Emergency) “System down” or product inoperative condition that impacts your business critical operations

Within 15 minutes

Severity 2 (Critical) Severely affects or restricts major functionality Within 2 hours

Severity 3 (Major) Issue with no major effect on business systems Within 6 business hours

Severity 4 (Minor) Issue with no major effect on business systems Within next business day

Follow the Sun Worldwide Support

• Inform the TSE (and BCAM) of the following before a case is transferred:

– Whether you would like a warm handoff (verbal communication between support engineers and customer), or a cold handoff (receive a call back from the next support engineer assigned to your case)

– Contact information changes (provide updated contact information and appropriate call back times)

– Provide a management point of contact for the BCAM.

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BCS utilizes a follow the sun worldwide support model to provide uninterrupted 24x7x365 support. To Assist us in

providing this level of support, we ask that you provide us with the following:

Escalations :-

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• Contact your Business Critical Account Manager as soon as you feel you are not receiving the response required

– Your Business Critical Account Manager will assist in engaging the required technical resources and ensure appropriate management visibility on your issue.

• Notify your BCAM of any management reporting requirements

Note: A support case can be escalated within the support organization for assistance in resolution by the customer, the support organization or the BCAM.

While BCS strives to provide “best of breed” support, occasionally an escalation may be required. Please use the

following suggestions to assist you with a required escalation:

• Web tool to log Severity 2-4 cases with Technical Support.

• Provides ability to:

– Open a case via web (no need for phone call)

– Track progress of a case

– Search on historical case data

– Review associated Plans of Action (POA)

– Super User capability for reviewing all cases within your organisation (ask BCAM for this option)

– Available at https://mysupport.symantec.com

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Web tools – MySupport portal

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Additional Symantec Technical Services Features

• WebEx - Enables Symantec Technical Support Engineers the ability to observe exactly what the end user is seeing on the system and actively troubleshoot the issue real time.

• Web knowledge bases to search for your problem prior to opening a case with support

• Symantec support: http://www.symantec.com/enterprise/support

• Email Notification Services: http://maillist.support.veritas.com/subscribe.asp

BCS Expectations

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• BCAM Available 24x7

• BCAM serves as single point of contact for post sales needs & issues

• BCAM provides Monthly Case Reports & Tech Alerts

• BCAM assists with identifying areas of improvement

• BCAM ensures satisfaction with your Symantec investment

• BCAM provides quarterly personal visits and reporting metrics

• BCE available for fly-to-site for SEV-1 & SEV-2 cases – Coordinated through BCAM; 2 per contract year

• BCE provides proactive on-site assistance– 1 per year, in exchange for fly-to-site(s);

Symantec Expectations

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• Provide BCAM list of contacts

• Provide BCAM with Organizational Charts where possible

• Keep BCAM informed of Projects/Upgrades

• Coordinate with BCAM to schedule meetings

Best Practices for Support Issue Resolution Success

• Identify contacts for BCAM interaction

• Follow Case Reporting Process– Contact Technical Services

– Use your BCS Support ID: (XXXX-XXXX-XXXX)

– Record the Case Number

– Review and Update (through WBCM, BCAM, TSE)

• During Severity 1 cases, remain “Contactable” and able to participate in Resolution tasks

• Contact BCAM as soon as a problem arises

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Thank you!

Copyright © 2011 Symantec Corporation. All rights reserved. Symantec and the Symantec Logo are trademarks or registered trademarks of Symantec Corporation or its affiliates in the U.S. and other countries. Other names may be trademarks of their respective owners.

This document is provided for informational purposes only and is not intended as advertising. All warranties relating to the information in this document, either express or implied, are disclaimed to the maximum extent allowed by law. The information in this document is subject to change without notice.

Name HereBusiness Critical Account ManagerXXX-XXX-XXXX@symantec.com

Business Critical Services Introduction