Veritas Business Critical Services eBook

SIMPLIFY AND STREAMLINEINFORMATION MANAGEMENT

VERITAS™ BUSINESS CRITICAL SERVICES

COMPLEXITY IS ON THE RISE

You work in multiple environments

• Cloud

• Hybrid

• Virtualized

• On-Premises

Information management software grows more critical and multi-dimensional

• Analysis

• Storage and archiving

• Backup and recovery

• eDiscovery

Resources can’t keep pace

• Staff reductions

• Stagnant budgets

• Increased expectations

2 © 2016 Veritas Technologies Corporation. All rights reserved.

Veritas™ Business Critical Services (BCS) provide:

TAME COMPLEXITYEven in this difficult landscape, you can maximize information availability and enterprise resiliency.

24/7 accountable, priority service and support from designated experts

Solutions customized to fit your unique business needs

Proactive risk management services to help prevent issues and increase value

Specialized technical expertise when you need it


Business Critical Services Premier

Business Critical Services Remote Product Specialist (RPS)

Business Critical Services Assist

CHOOSE YOUR LEVEL OF MISSION CRITICAL SUPPORT


BCS PREMIER - GAIN THE HIGHEST LEVELS OF SERVICE

A named services expert designated for your business

Rapid response issue resolution

Proactive planning and risk management

Included access to Veritas Education Services


BCS PREMIER PROVIDES A TRUSTED ADVISERGet expert guidance from your Business Critical Account Manager (BCAM), a designated, single point of contact who understands your business needs.

Your BCAM is a senior level support expert who:

• Acts as a single point of contact overseeing support delivery 24/7, while assisting with case management, proactive planning, and optimization efforts

• Customizes support services to fit your business needs

• Coordinates more seamless software upgrades and migrations

71% of IT decision-

makers are not fully confident in their organization’s ability to recover information following an incident.*

* “The Trillion-Dollar Cost of Downtime and Data Loss,” CIO Insight, January 20, 2015


Rapid issue response:• With priority treatment, you jump to the head of the queue

• Only highly experienced technicians are assigned to resolve your issues—onsite if necessary

• Post-issue case history reports and post-mortem analysis promote continual improvement

One of the major reasons IT incidents take too long to resolve: Your after action reporting is not sufficient to improve future response.*

* “10 Reasons Companies’ IT Incidents Take Time to Resolve,” eWeek, March 10, 2016

MAKE YOUR BUSINESS MORE RESILIENT

BCS Premier helps you reduce risk, mitigate the impact of failure, and improve stability and reliability.


BCS PREMIER MINIMIZES RISKSMaximize uptime. Use proactive planning and risk management to identify potential issues before they impact performance.

A Business Critical Engineer (BCE), acting as a member of your technical team, works with you to optimize your Veritas environment:

• Your BCE helps with configuration and process reviews, change management and upgrade support, DR testing, and problem resolution

• The BCE helps you use each product to its fullest to maximize value, shares best practices, and helps identify issues that might affect performance

• BCEs even provide onsite support when necessary

“The real cost is the toll downtime takes on employee productivity and company revenue...”*

* Infonetics Survey, “The Cost of Server, Application, and Network Downtime,” February 7, 2015


BCS PREMIER MAXIMIZES VALUE Reduce human error, increase productivity and protection, while boosting efficiency with Education Services.

• Instructor-led trainings and online courses help your staff get the most from Veritas technology

• Empower your staff to fully utilize all product features and capabilities

• Develop validated product and solution expertise with the Veritas Certification Program

87% of organizations

are considered behind the curve for data protection maturity.*



Direct access to a designated, advanced-level product expert.

Personalized, proactive support for a defined Veritas Product Family.

BCS REMOTE PRODUCT SPECIALIST - YOUR OWN TECHNICAL GURU


ACCESS DEEP EXPERTISE FOR CRITICAL APPLICATIONS BCS Remote Product Specialist (RPS) provides a designated, in-region Veritas engineer with expertise in a specific Veritas product family.

Your RPS: • Is backed by a team of advanced engineers for

optimal performance, rapid diagnosis, and quicker problem resolution

• Knows and understands your environment and priorities, and works closely with your team to meet your goals and objectives

• Maintains primary ownership of issues throughout your case lifecycle, and tracks the current status of each of your cases

One of the major reasons IT incidents take too long to resolve: You can’t coordinate who’s doing what...*



PREVENT ISSUES WITH PROACTIVE ACTION Armed with knowledge of your environment, your Remote Product Specialist (RPS) helps protect data, prevent issues, and minimize downtime.

Your RPS: • Notifies you of potential critical issues, helping ensure that

your IT environments remain secure, available, and compliant

• Provides deployment planning and assistance, as well as best practice recommendations to help you maximize uptime

• Furnishes periodic case history reports to identify trends and develop corrective actions as needed

49% of surveyed

IT leaders said their organizations had suffered unplanned downtime in the past 12 months, and 32% had suffered data loss.*



BCS ASSIST - DESIGNATED, ACCOUNTABLE OVERSIGHT

Assigned Business Critical Coordinator (BCC) to oversee issue resolution.

Priority queuing, and access to more seasoned engineers.


SPEED TIME TO RESOLUTION Benefit from mission critical support that gives you expedited access to reactive assistance, plus personalized escalation management.

BCS Assist provides: • A designated advocate who serves as owner of your

support delivery system

• Priority issue response during business hours and access to a remote team of advanced support engineers for timely escalation management

• Account reviews and case reporting to discuss open issues, identify recurring support issues and trends, and identify areas for improvement

Another major reason IT incidents take too long to resolve: You have no easy way to escalate issues to the right team.*



SELECT THE SERVICE THAT’S RIGHT FOR YOU


Tame IT and business complexity with the expertise that keeps your information available, and your enterprise resilient.

Learn More

Veritas Business Critical Services

BCS Premier - The highest level of service and support for a specific Veritas product family or all of your Veritas products

BCS RPS - A designated, technical expert providing personalized, responsive support for a defined Veritas product family

BCS Assist - Mission critical support for maximum accountability and rapid issue response

© 2016 Veritas Technologies LLC. All rights reserved. Veritas and the Veritas Logo are trademarks or registered trademarks of Veritas Technologies LLC or its affiliates in the U.S. and other countries. Other names may be trademarks of their respective owners.

www.veritas.com/bcs-ebook

Veritas Business Critical Services eBook

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