Business Critical Services Overview
BCAM NAME HERE
Business Critical Account Manager
Business Critical Services Introduction
1
Welcome to Business Critical Services
Business Critical Account Contacts
Business Critical Advantage
Business Critical Services Overview
The Symantec Technical Services Process
Questions and Answers
Business Critical Services Introduction
2
Your Symantec Business Critical Team
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
Email:
Mobile:
Sales Engineer
Name
Email:
Mobile:
Business Critical Services Introduction
3
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
Business Critical Services Introduction
4
BCS Datacenter Package
Personal
• Business Critical Account Team
– Business Critical Account Manager
– Business Critical Engineer(s)
• Focused on your success
• Backed by remote team of experts
National – Nationwide Coverage
Information
IT
Infrastructure
• 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
Business Critical Services Introduction
5
Business Critical Account Manager (BCAM) Deliverables
• 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)
Business Critical Services Introduction
6
Business Critical Engineer (BCE) Deliverables
BCE Engagement From
Pool
•
•
•
•
•
•
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
Business Critical Services Introduction
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
7
Symantec Technical Services Process
Engineering
Fixes Bugs
Back Line Support
Trap or Debug Source
Code, provide solution or escalate to Engineering
Business Critical
Customer Advancement
Non-Business Critical
Customer Advancement
All Customer Entry
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
Front Line Support
Develop Plan of Action (POA), keep the Customer
informed, provide solution or escalate to Advanced Support
Global Customer Support Services
Support entitlement, calls logged,
soft hand off for Severity 1 cases
8
Case Logging Process
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:
• 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
Case Severity & Response Time
Severity Level
Definition
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 functionality
Within 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
NOTE: Your BCAM is notified of all support cases and paged for high severity cases
Business Critical Services Introduction
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Follow the Sun Worldwide Support
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:
• 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
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Escalations :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:
• 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.
Business Critical Services Introduction
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Web tools – MySupport portal
• 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
Business Critical Services Introduction
13
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
• Email Notification Services:
 http://maillist.support.veritas.com/subscribe.asp
Business Critical Services Introduction
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BCS Expectations
• 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);
Business Critical Services Introduction
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Symantec Expectations
• Provide BCAM list of contacts
• Provide BCAM with Organizational Charts where possible
• Keep BCAM informed of Projects/Upgrades
• Coordinate with BCAM to schedule meetings
Business Critical Services Introduction
16
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
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Thank you!
Name Here
Business Critical Account Manager
XXX-XXX-XXXX
@symantec.com
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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.
Business Critical Services Introduction