Symantec Announces Integrated Portfolio of Business Critical Support Services
Expanded Service Provides Flexible Enterprise Support Options
SAN FRANCISCO -- Symantec Vision 2006 -- May 10, 2006 -- Symantec Corp. (NASDAQ: SYMC) today announced plans for a single, integrated portfolio of support services that will span the entire breadth of Symantec products for enterprise customers worldwide. Symantec Business Critical Services, the highest-level support service, will be the first integrated offering. Business Critical Services is currently offered to customers with Symantec availability products and will be extended to customers with Symantec security products beginning in the summer of 2006.
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"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 mitigates risks to our mission critical systems," said Graeme Hackland, IT manager, Renault F1Team. "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."
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Symantec Business Critical Services is designed for enterprises that have minimal tolerance for service interruption and that benefit from a single point-of-contact who intimately understands their technology environment. Business Critical Services includes a designated account manager, backed by a pool of advanced support engineers, to support multiple product families for a site, region or global data center architecture. This service model fosters a deeper customer relationship since detailed account knowledge enables faster resolution of issues and proactive risk mitigation for future security or data availability threats. Symantec Business Critical Services also offers on-site support services, personalized account planning, and direct access to Symantec's most senior support experts.
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Symantec has witnessed a 50 percent year over year customer growth rate with its current Business Critical Services offering along with a 97 percent renewal rate. Symantec's additional investments and commitment to the Business Critical Services offering joins professional services with Symantec's highest level of support to champion an expanded footprint in the industry.
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"Because our enterprise customers have increasingly complex environments, require protection from IT risks and are conscientious about their IT costs, Symantec has worked to bring the best of our premium support services to all enterprises that require comprehensive protection," said Greg Hughes, senior vice president of Symantec Global Services. "Symantec is committed to offering customers expert advice and timely assistance whenever and wherever needed."
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The Business Critical Services model ensures customer's complex, multi-vendor, heterogeneous environments have a greater ability to operate in the face of planned or unplanned downtime. In the emerging threat landscape, and with business' increased reliance on digital communications, enterprises face security risks that are increasing in complexity, frequency, and malicious intent. Symantec's Business Critical Services offering promises increased protection and business continuity to support today's enterprise customer needs.
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Symantec Enterprise Support recently won an award for Best Practices in Leveraging Customer Feedback from the Service and Support Professionals Association. The award recognized Symantec's global support and delivery team for its standardized approach to capturing customer feedback, analyzing the responses, and implementing the findings to drive change throughout the support organization.
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The expanded Business Critical Services program is scheduled to be available to all enterprise customers starting this summer. Symantec will work with current Business Critical Service and Premium Platinum customers to migrate them into the new service portfolio. More information about Symantec's support services can be found at www.symantec.com/businesscriticalservices.
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About Symantec
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Symantec is the world leader in providing solutions to help individuals and enterprises assure the security, availability, and integrity of their information. Headquartered in Cupertino, Calif., Symantec has operations in more than 40 countries. More information is available at www.symantec.com.
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Source: Symantec
