1. Business Critical Services Introduction 1 Business Critical Services Overview BCAM NAME HERE Business Critical Account Manager

2. Welcome to Business Critical Services Business Critical Services Introduction 2 Business Critical Advantage Business Critical Services Overview The Symantec Technical Services Process Questions and Answers Business Critical Account Contacts

3. Your Symantec Business Critical Team Business Critical Services Introduction 3 Business Critical Account Manager Name Email: Phone: Mobile: Business Critical Engineer Assigned from pool of available resources Contact BCAM for BCE Assistance Sales Account Manager Name Sales Engineer Name Email: Mobile: Email: Mobile:

4. Business Critical Services Introduction 4 Enterprise Support Service Offerings Business Critical Services Personalized, proactive support from elite technical experts, coordinated by a single point of contact and featuring Symantec’s highest levels of response Essential Support Around-the clock access to Symantec’s technical experts, with faster response times and access to all product upgrades* Basic Maintenance Lowest price option including access to product upgrades and business hour support

5. Personal Business Critical Account Team –Business Critical Account Manager –Business Critical Engineer(s) Focused on your success Backed by remote team of experts Case History and Quarterly Reports Responsive Up to 2 onsite visits per contract year Highest Service Levels Priority call queuing Advanced team access Unlimited named callers Exclusive Access to same advanced training courses (SRT) that Symantec support engineers attend Free Education Skills Assessment and customized development plan National – Nationwide Coverage IT Infrastructure Information BCS Datacenter Package Business Critical Services Introduction 5

6. Business Critical Account Manager (BCAM) Deliverables Business Critical Services Introduction 6 24x7 Customer Advocate Single Point of Contact for post-sales related issues Notification of all support cases Case escalation management Assists with projects to help meet your objectives Provides monthly case reports Provides quarterly performance metrics Hosts regular meetings to review cases and status of ongoing projects Arranges onsite reactive assistance from Business Critical Engineer (2 per contract year) Arranges onsite proactive services (1 per year, in exchange for fly-to-sites)

7. Business Critical Engineer (BCE) Deliverables Business Critical Services Introduction 7 BCE Engagement From Pool In-depth Product Knowledge In-depth knowledge of customer environment Notified of all open cases Technical assistance in problem resolution Technical resource during project/initiative planning Open Office Hours & Lunch-n-Learns BCE Fly-to-Site support Up to 2 per contract year Provides onsite assistance for SEV-1 & SEV-2 cases Dispatched to site within 24-hours of request

8. Global Customer Support Services Front Line Support Advanced Support Back Line Support Engineering Fixes Bugs Support entitlement, calls logged, soft hand off for Severity 1 cases Develop Plan of Action (POA), keep the Customer informed, provide solution or escalate to Advanced Support Escalation point for frontline, BC customers, update POA, Research all possible scenarios, keep the Customer informed, Provide solution or escalate to Back Line Support Trap or Debug Source Code, provide solution or escalate to Engineering Symantec Technical Services Process 8 Non-Business Critical Customer Advancement All Customer Entry Business Critical Customer Advancement

9. Case Logging Process To log a case, dial XXX-XXX-XXXX Enter your 12 digit Support ID XXXX-XXXX-XXXX You will be routed to the Global Delivery Support Services (GDSS) representative where you define the severity of your issue ahead of other callers – Live Transfer to queue for Severity 1 or 2 case – Your BCAM is notified on all cases, paged on high severity cases Business Critical Services Introduction 9 As a valued Business Critical Services customer, you have access to an unpublished phone number to quickly route your call to our Global Delivery Support Services (GDSS) team. The following procedures should be used to open a support case:

10. Case Severity & Response Time Business Critical Services Introduction 10 NOTE: Your BCAM is notified of all support cases and paged for high severity cases Severity LevelDefinition BCS Target Response Time Severity 1 (Emergency) “System down” or product inoperative condition that impacts your business critical operations Within 15 minutes Severity 2 (Critical) Severely affects or restricts major functionalityWithin 2 hours Severity 3 (Major) Issue with no major effect on business systems Within 6 business hours Severity 4 (Minor) Issue with no major effect on business systems Within next business day

11. Follow the Sun Worldwide Support Inform the TSE (and BCAM) of the following before a case is transferred: – Whether you would like a warm handoff (verbal communication between support engineers and customer), or a cold handoff (receive a call back from the next support engineer assigned to your case) – Contact information changes (provide updated contact information and appropriate call back times) – Provide a management point of contact for the BCAM. Business Critical Services Introduction 11 BCS utilizes a follow the sun worldwide support model to provide uninterrupted 24x7x365 support. To Assist us in providing this level of support, we ask that you provide us with the following:

12. Escalations :- Business Critical Services Introduction 12 Contact your Business Critical Account Manager as soon as you feel you are not receiving the response required – Your Business Critical Account Manager will assist in engaging the required technical resources and ensure appropriate management visibility on your issue. Notify your BCAM of any management reporting requirements Note: A support case can be escalated within the support organization for assistance in resolution by the customer, the support organization or the BCAM. While BCS strives to provide “best of breed” support, occasionally an escalation may be required. Please use the following suggestions to assist you with a required escalation:

13. Web tool to log Severity 2-4 cases with Technical Support. Provides ability to: – Open a case via web (no need for phone call) – Track progress of a case – Search on historical case data – Review associated Plans of Action (POA) – Super User capability for reviewing all cases within your organisation (ask BCAM for this option) – Available at https://mysupport.symantec.com https://mysupport.symantec.com Business Critical Services Introduction 13 Web tools – MySupport portal

14. Business Critical Services Introduction 14 Additional Symantec Technical Services Features WebEx - Enables Symantec Technical Support Engineers the ability to observe exactly what the end user is seeing on the system and actively troubleshoot the issue real time. Web knowledge bases to search for your problem prior to opening a case with support Symantec support:  http://www.symantec.com/enterprise/support http://www.symantec.com/enterprise/support Email Notification Services :  http://maillist.support.veritas.com/subscribe.asp http://maillist.support.veritas.com/subscribe.asp

15. BCS Expectations Business Critical Services Introduction 15 BCAM Available 24x7 BCAM serves as single point of contact for post sales needs & issues BCAM provides Monthly Case Reports & Tech Alerts BCAM assists with identifying areas of improvement BCAM ensures satisfaction with your Symantec investment BCAM provides quarterly personal visits and reporting metrics BCE available for fly-to-site for SEV-1 & SEV-2 cases – Coordinated through BCAM; 2 per contract year BCE provides proactive on-site assistance – 1 per year, in exchange for fly-to-site(s);

16. Symantec Expectations Business Critical Services Introduction 16 Provide BCAM list of contacts Provide BCAM with Organizational Charts where possible Keep BCAM informed of Projects/Upgrades Coordinate with BCAM to schedule meetings

17. Best Practices for Support Issue Resolution Success Identify contacts for BCAM interaction Follow Case Reporting Process – Contact Technical Services – Use your BCS Support ID: ( XXXX-XXXX-XXXX ) – Record the Case Number – Review and Update (through WBCM, BCAM, TSE) During Severity 1 cases, remain “Contactable” and able to participate in Resolution tasks Contact BCAM as soon as a problem arises Business Critical Services Introduction 17

18. Thank you! Copyright © 2011 Symantec Corporation. All rights reserved. Symantec and the Symantec Logo 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. This document is provided for informational purposes only and is not intended as advertising. All warranties relating to the information in this document, either express or implied, are disclaimed to the maximum extent allowed by law. The information in this document is subject to change without notice. Name Here Business Critical Account Manager XXX-XXX-XXXX @symantec.com Business Critical Services Introduction