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Symantec unveils single, integrated portfolio of enterprise support services

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Symantec Corp. , has unveiled a single, integrated portfolio of enterprise support services, developed to fit customers' growing business needs.

Backed by a single global support delivery team, Symantec's three tiers of support services, Symantec Business Critical Services, Essential Support, and Basic Maintenance, are now available worldwide for all enterprise-class products.

Symantec provides unmatched expertise and customer advocacy through this portfolio of flexible offerings designed to help customers further optimise IT infrastructure and manage IT risk.

Executing on its commitment to deliver IT risk management services, Symantec's enterprise support portfolio provides its customers a collection of service plans to help keep their solutions, systems, and data secure, available, high-performing, and compliant in today's complex IT environment.

Without the appropriate level of support services, an IT risk management program is not complete. Symantec's global Enterprise Support Services organisation has worked diligently to deliver a simplified, yet comprehensive portfolio of support and maintenance offerings, covering the breadth of our products to help customers manage IT operational risks.

In addition to the more than 2,000 technical professionals available to solve customers' complex heterogeneous support issues and proactively mitigate the risk of future security or availability threats, Symantec has invested in its supporting technologies to provide customers new, useful self-help tools and improved search capabilities.

Symantec maintains more than 200 partnerships with other leading software and hardware vendors to ensure that customers have a single point of contact to resolve complex, multi-vendor cases, improving the customer experience.

By partnering with Symantec, Strategic Technologies can deliver a flexible portfolio of services to minimise risk, increase the efficiency of IT operations, and better serve its customers' evolving business needs.

Moreover, aligning Strategic Technologies support offering with Symantec's Enterprise Support Services allows it to deliver competitive response times and unique software expertise to protect our customers' systems and critical information from threats, viruses, and unplanned infrastructure downtime.

Symantec designed the three levels of its Enterprise Support Services to meet the business needs and budgets of the full range of customers, from small and mid-sized clients to large enterprise clients, all of which have minimal tolerance for business interruption.

  • Business Critical Services: Symantec's premier offering, provides a combination of proactive services including on-site support, personalised account planning, and direct access to Symantec's senior support experts. Mission-critical cases at this level are closely monitored to ensure they are moved to resolution quickly.
  • Essential Support: This level of support offers customers fast, around-the-clock access to the technical expertise and product upgrades they require to bring quick resolution to their pressing IT issues. Essential Support addresses the need for 24x7 support-Symantec's recommended minimum level of support and allows customers to confidently operate in today's challenging IT environment.
  • Basic Maintenance: Symantec's low-priced option is available for customers in need of standard business-hour support and limited product upgrades.

At each level of support, Symantec works cooperatively with customers to reduce security risks, protect their data, and quickly resolve technical issues.

As enterprises increasingly look at security, availability, performance, and IT compliance as essential components of their IT infrastructure, vendors need to be able to demonstrate expertise across all of these segments, according to IDC's Software and Hardware Support Services Program. However, to meet customer needs, this level knowledge needs to be combined with a support process that provides a consistent, responsive and seamless customer experience.

Symantec Enterprise Support Services program is available through Symantec's direct sales force and worldwide network of value-added resellers. Symantec will work with current support customers to transition to the appropriate level within the new Enterprise Support Services program.

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