Symantec Business Critical Services

for the Enterprise

Bu

siness C

ritical Services

TRUE PROTECTION AND MITIGATION OF RISKS. DEEPER KNOWLEDGE OF YOUR ENVIRONMENT. A GREATER CONNECTION TO YOUR BUSINESS.

THAT’S MORE THAN JUST SUPPORT. THAT’S BUSINESS CRITICAL SERVICES.

Information is the currency of today’s enterprise. Yet the security and availability of that

information are increasingly at risk. You need to know that your data will be available and

protected from system failures while fending off security risks that are increasing in

complexity, frequency, and malicious intent. You need Business Critical Services, a portfolio

of services that helps ensure that your security infrastructure is fully protecting your

business, with your data and systems always being available.

Whether you need protection across all of your security and availability products, or for

a single technology only, our portfolio of Business Critical Services has the right plan for

your business.

PROTECT YOUR INFORMATION AND INFRASTRUCTUREBETTER MANAGE YOUR IT RISKS

Business Critical Services offers you the highest level of protection for your Symantec

technologies. Choose Business Critical Services for availability, for security, or both.

Whatever you choose, our comprehensive, disciplined approach lets you benefit from:

• Symantec’s most accelerated service-level targets.

• Expedited access to our advanced support engineers, helping to ensure the fastest

possible resolution time.

• A single point of contact with deep knowledge of your environment, processes,

and culture, allowing you to solve issues quickly and to mitigate possible data availability

or security threats.

By partnering with Business Critical Services, you help reduce your IT risk. Our processes

and best practices result in faster problem identification, resolution, and issue containment.

All of this can translate into greater uptime and higher levels of service to your clients,

internal or external.

OUR COMMITMENT TO ACCELERATED RESPONSIVENESS

When you turn to Symantec’s Business Critical Services for protection of your most

critical assets, we commit to deliver our highest level of responsiveness. With each

call to our global support centers, Priority Call Queuing moves your call forward in line,

placing your queries and cases above those of other Symantec support customers.

With industry-leading service-level targets, we can assure you that your needs will be

serviced by Symantec’s most senior technical experts, and managed by your Business

Critical Services team of professionals.

“If you are truly serious about

business continuity and if you are

truly serious about getting the most

from your infrastructure investment,

you must have Symantec Business

Critical Services.”

Brad Wood

Senior Director, Enterprise Operations,

Corrections Corporation of America

EXPEDITED ACCESS TO A SUPPORT TEAM THAT UNDERSTANDS YOUR COMPLEX ENVIRONMENT

With Business Critical Services, you have an inside track to our most experienced support

technicians and the quickest route to issue resolution. You’ll speak with advanced support

engineers who have a depth of knowledge in a specific technology discipline, putting you

directly in contact with the elite technical expertise your business demands. You will talk

with the team trained to solve complex issues, by-passing the frontline support team.

WE’RE NOT JUST YOUR SUPPORT TEAM—WE’RE PART OF YOUR BUSINESS

Symantec Business Critical Services cultivates a close, ongoing working relationship

between your organization and ours. We’re not just your support team; we’re part of

your business. We are your advocate within and link into the Symantec Corporation.

Working alongside your team and your disparate IT groups, we learn how your complex

environment functions. You can trust us to help you resolve issues faster, and help you

mitigate security or availability threats.

As you select greater coverage across products or locations, you will experience increased

account management and proactive planning. Product-specific coverage is supported by a

Remote Product Specialist who is an expert in one particular product category. This

technical contact works to solve your product-specific critical issues and is backed by a

team that will assist you outside of normal business hours.

If you have multiple Symantec technologies deployed across a single datacenter or

worldwide, our Business Critical Services DataCenter, National, and Global packages may

be right for you. When you select coverage across products, you are assigned a Symantec

Business Critical Account Manager as a single point of contact who is focused on your

success. You will receive:

• Personalized account planning and management services providing proactive advice

and assistance for Symantec security or availability products.

• Expedited access to alerts and collaborative remediation planning.

• Remote or onsite support services.

Your Business Critical Account Manager can access resources from anywhere in the

Symantec organization to help deliver the availability and security solutions you need.

PERSONALIZED, PROACTIVE, RESPONSIVE, EXCLUSIVE:A COMBINATION OF OUR MOST ADVANCED SERVICES KEEPS YOUR IT ASSETS AVAILABLE AND SECURE.

PERSONALIZED ACCOUNT PLANNING, PROACTIVE ASSESSMENTS, REPORTS, AND ALERTS

Planning begins from day one with Symantec Business Critical Services. Depending on the

service package you select, we work with you to create an Account Support Plan that outlines

the unique support requirements of your operational environment. A Network Link Assessment

is also conducted by a Business Critical Engineer to help identify and address underlying

problems in your network that may lead to degraded performance in your applications.

Through quarterly meetings, we review your Case History Reports and progress against your

Account Support Plan. These quarterly reviews allow us to help you identify recurring support

issues and trends, and take action to continuously improve the support of your Symantec

availability and security solutions.

In addition to ongoing Impact Alerts, reports that identify and help prevent potential

software functionality issues, we provide Symantec Early Warning Services to further bolster

your security solutions. Two different service offerings are available to provide detailed

vulnerability analyses, risk mitigation recommendations, and reliable insights

that are tailored to your unique business needs:

Symantec DeepSight™ Threat Management System alerts customers to targeted attacks and is

the first early warning service to offer security alerts with risk ratings for potentially unwanted

programs such as adware and spyware. These highly personalized alerts provide actionable

information to help organizations mitigate vulnerabilities before they can be exploited.

Symantec DeepSight Alert Services provide personalized vulnerability, malicious code,

and new spyware and adware alerts, along with mitigation information and links to

patches to bridge the gap between security awareness and action.

ACCESS TO TECHNICAL EXPERTISE, ONSITE OR REMOTE

Should you require onsite assistance for a critical issue at a production location,

a Business Critical Engineer can be dispatched to your location to resolve the issue onsite,

in collaboration with your staff and our global support center resources.

EXCLUSIVE SYMANTEC EDUCATION OPPORTUNITIES

User knowledge is your first line of defense against downtime and security threats. As a

Business Critical Services customer, you have exclusive access to education opportunities

that strengthen your organization’s in-house expertise. In addition to a free skills assessment

and education discounts, your IT staff is able to participate in Symantec Technical Services

education, which is otherwise only available to our own support engineers.

FeaturesCoverage Across Products and Sites Product-Specific

(Availability, Security, or Both) Coverage

DataCenter National Global Remote ProductSpecialist

Telephone Access to Support Engineers 24x7x365 24x7x365 24x7x365 24x7x365

Remote Product Specialist u

Business Critical Account Manager (BCAM) Remote BCAM Designated BCAM Global BCAM

Business Critical Engineer (BCE) u u u

Named Callers Unlimited Unlimited Unlimited 6 per Product Family

Onsite Visits (Fly-to-Site) 2 6 20

Tailored Account Support Plan u u

Quarterly Account Reviews u u

Account Case History Reports u u

Network Link Assessment Option u u

Impact Alerts u u

Access to Technical Services Education u u u

Symantec Education Skills Assessment u u u

Symantec Education Discounts u u u

Symantec Early Warning Services DeepSight Threat DeepSight Threat DeepSight Threat DeepSight Alert Management System Management System Management System Management Services

Installation and Upgrade Support Option Option u

Disaster Recovery Testing Support Option Option u

SYSTEMS AS SECURE AS THEY ARE AVAILABLE A COMPREHENSIVE LOOK AT SYMANTEC BUSINESS CRITICAL SERVICES

A BREADTH AND DEPTH OF DATAAVAILABILITY AND SECURITY SERVICES: CHOOSE THE PLAN THAT SUITS YOUR NEEDS.

LOCATION-SPECIFIC AND PRODUCT-SPECIFIC COVERAGE THAT PROVIDES PEACE OF MIND

Whether you have one product or several, or whether you have one site or multiple locations,

we have the expertise to protect you. We understand your environment and know that you

simply cannot afford unplanned downtime or unmitigated risk.

CHOOSE BUSINESS CRITICAL SERVICES TO PROTECT YOUR AVAILABILITY OR SECURITY SOLUTIONS. OR BE FULLY COVERED BY CHOOSING BOTH.

“By consulting with customers on how

to streamline and improve support

services, Symantec has gracefully

merged the best aspects of advanced

security and availability support

offerings that mitigate risks to our

mission-critical systems. Symantec

provides the Renault F1 Team with

support coverage that is vital to

preventing data loss that would severely

impact our competitiveness in delivering

state-of-the-art racing designs.”

Graeme Hackland

IT Manager, Renault F1 Team

Contact your Symantec sales representative today at 800 745 6054 or visitwww.symantec.com/businesscriticalservices

www.symantec.com

Copyright © 2006 Symantec Corporation. All rights reserved. Symantec, the Symantec logo, and DeepSight 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. All product and

service information is subject to change without notice. 08/06 10745853

For details on product coverage for your area, call toll-free 800 745 6054 or visit www.symantec.com/businesscriticalservices