Securing Greater Value Symantec Business Critical Services Premier

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Avoid the downtime; avoid the costsMake sure your technology is doing its best, so you can do yours

 

Mean Cost of Downtime for Mission Critical Application by Size of FirmQ: For your organization’s most mission critical application, what is your estimated or average cost of downtime per hour?

$224,952 1000-4999 (n=106)

$498,958 5000-9999 (n=72)

$1,659,482 10000+ (n=87)

Source: IDC Storage Quickpoll 2013, n=307

Through 2015

80% of outages impacting mission-critical services will be caused by people and process issues.Source: Ronni J. Colville and George Spafford “Configuration Management for Virtual and Cloud Infrastructures”

Symantec Business Critical Services

SimplifyA single point of contact

who acts as your champion within Symantec.

MaximizeProactive help from highly experienced technicians

who help you maximize the value of your technology

investment.

ProtectRapid issue resolution and

access to technical education for your staff to minimize

downtime.

Why Business Critical Services Premier is Different Symantec BCS Premier includes:

A named services expert designated for your business

Rapid response issue resolution by the most experienced technicians

Proactive planning and risk management

Included access to Symantec technical education

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The Business Critical Account Manager – your champion inside Symantec

Your Business Critical Account Manager (BCAM) gets to know your business needs. The BCAM• Acts as single point of contact for your critical cases

• Customizes Support Services to fit your business

• Coordinates more seamless software upgrades and migrations

• Helps organize staff training/education through Symantec Education Services

A trusted advisor with expert access to Symantec resources, the BCAM works to help you succeed.

 

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Your issues quickly resolved by experienced technicians

With Business Critical Services, your issues get expert, priority treatment. Only experienced technicians work to resolve your issues.

BCAM oversight helps you get the best Symantec has to offer. When necessary, you’ll even have onsite engineer response.

Once the issue is resolved, you’ll have case history reports, root cause analysis, and post-mortem analysis to facilitate continual improvement.

The end result is reduced risk, less impact from failures, and improved system reliability.

74consider advanced expert services such as escalation management and prioritized support, as well as dedicated technical resources

as critical to supporting their business.

% of respondents

CIO Magazine, “The New Reality of Service & Support” – Value takes center stage

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Proactive planning and management prevents issues and maximizes returns.

A Symantec Business Critical Engineer (BCE) works with you to optimize your Symantec environment to suit your business needs. • Help minimize downtime by identifying potential issues before they

impact performance

• Use each product feature fully to get the most value from your software investment

In addition, Business Critical Services extends the support lifecycle of select product families to give you more time to plan.

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“...the most effective support strategies focus on maximizing value.”MetricNet presentation, HDI Service and Support Conference, April 3, 2014

Reduce staff errors, boost staff effectiveness with Symantec Education Services

Empower your staff to fully utilize product features and capabilities.Both instructor-led trainings and online courses are included to help your staff get the most from Symantec technology.

Staff education will help you:• Minimize human error

• Increase productivity

• Make fuller, more efficient use of technology

• Eliminate staff knowledge gaps that hamper productivity

Fewer staff errors means less downtime, which results in lower costs.

Per capita cost for three root causes of data breaches

157Malicous criminal attacks

122System glitches

117Human factor

Consolidated view (n=277). Measured in US$

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Ponemon Institute LLC, “2013 Cost of Data Breach Study: Global Analysis,” May 2013

Symantec Support is flexible to suit enterprise needs

• A named services expert designated for your business

• Rapid response issue resolution by the most experienced technicians

• Proactive planning and risk management

• Included access to Symantec technical education

• Onsite support assistance

• Personalized access to a designated engineer with the highest level of technical expertise for a specific product

Business Critical Services Premier Remote Product Specialist (RPS)

Symantec Business Critical Services

• 24/7 access to technical support engineers

• Regular maintenance to keep your environment current

Symantec Essential Support

SimplicityA named services expert to help you manage your support experience.

StabilityExperienced technicians to help you tune your Symantec technology.

SpeedRapid, priority response by product experts, onsite if necessary.

KnowledgeAccess to instructor-led training and a vast library of online courses.

ValueProduct features optimally utilized to get the most from your technology investment.

PeaceExperts working with you to help prevent issues—and there to help if they occur.

Business Critical Services PremierA rigorous, proactive service offering for the large enterprise