Symantec Offers Simplified Customer Support

This new unified support offering is broken down into three different tiers and will be available to enterprise and SMB customers through Symantec's channel partners.

Symantec, the worlds largest security software maker, is offering to simplify its support structure.

The Cupertino, Calif., company announced Nov. 6 that it will now offer a single portfolio of support services for its security products.

Under this unified services offering, Symantec has broken down its support services into three different tiers: Symantec Business Critical Services, Essential Services and Basic Maintenance.

In recent weeks, Symantec has been rolling out new products as well as service offerings for its enterprise customers. In New York City on Oct. 10, the company announced its latest initiative, which it calls "Security 2.0."

The idea behind the new strategy, according to company executives, is the Symantec need to deliver a solid base of security solutions and products to enterprises, which will allow companies to focus on adopting new technologies without worrying about the never-ending series of new viruses and other evolving threats that come with upgrading a companys IT structure.

/zimages/2/28571.gifClick here to read more about Symantecs new products and services.

Under its new unified services offering, Symantecs Business Critical tier is the most comprehensive. This offers enterprises on-site support, personalized account planning and direct access to Symantecs senior support experts.

The Essential Support program, which is the second-tier offering, gives customers round-the-clock support and offers enterprises access to Symantecs technical support experts as well as product upgrades.

The Basic Maintenance tier is package of services that offers customers standard business-hour support and some product upgrades.

All three offerings are priced according to the amount of services the individual program offers as well as the access a company has to Symantecs experts.

All three tiers in this unified services offering are immediately available through Symantecs channel partners as well as its direct sales force.

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