Table of Contents Quick Guide: Doing Business with Symantec ™ Partner Edition July 2009 Using this Guide and FAQs Renewing Maintenance and Support Licensing Portal and Licensing Transfers Upgrading Products Useful Links Customer Care Technical Support Ordering and Returns Licensing Programs Table of Contents
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Table of Contents
Quick Guide: Doing Business with Symantec™
Partner Edition
July 2009U
sing this Guide
and FAQs
Renew
ing Maintenance
and Support
Licensing Portal and Licensing Transfers
Upgrading Products
Useful Links
Custom
er Care
Technical Support
Ordering and R
eturns
Licensing Programs
Table of Contents
Table of Contents
Using this G
uide and FAQ
sR
enewing M
aintenance and Support
Licensing Portal and Licensing Transfers
Upgrading Products
Useful Links
Custom
er Care
Technical Support
Ordering and R
eturns
Licensing Programs
Revised Date: July 2009
Table of Contents (Click on a link to go to that section)
• Express • Rewards • Government • Academic • Academic Subscription • Enterprise Options
Quick Guide: Doing Business with Symantec
Using This Guide
Ordering
Licensing Programs
Customer Care
Frequently Asked Questions
Returns
License Portal and License Transfers
Technical Support
Useful Links
Renewing Maintenance/Support
Upgrading Products
Partner Programs and Benefits
• Licensing Portal • License Transfers
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eturns
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Table of Contents
This Quick Guide is an online resource to help you easily and quickly find answers to common questions about doing business with Symantec. It includes a brief overview of each phase of the buying experience with links to more information and contact details for getting additional help. You will also find introductions and links for partner-specific resources.
Many easy ways to find a topic• Use the Adobe Reader Search function, located
in the Edit menu at the top of your screen
• Click on a tab along the right side
• For sub-topics, click on tabs at the top of main topic pages
• Click buttons in the Table of Contents—there is a link back to the Table of Contents at the bottom of each page
• Find your question in the FAQ and click on it for the answer
Useful Links If you know what you’re looking for, these pages offer links—arranged by category—which will take you to the information you need in a single click.
Many links direct you to PartnerNet, the Symantec portal for a wide variety of partner-specific information. Instructions for accessing PartnerNet are on page 33 of this guide, under the Partner Programs tab.
A great training toolNew to the team? Need to learn Symantec processes quickly? Read the Quick Guide all the way through for a comprehensive but succinct overview. Tabs, “Continued” links, and blue arrows at the bottom of the guide make it easy to navigate through the pages.
Managers, use this guide to train new team members and consider linking to it from your internal site for frequent, easy reference.
Bookmark the Quick Guide URLReturn easily and often. Bookmark this URL: http://go.symantec.com/partnerguide
Send your feedback Cheer us on or tell us how the Quick Guide can be an even better resource. Click on the icon, found on most pages, to complete a brief comment card or insert your own message. We definitely want to hear from you!
Using This Guide
Revised Date: November 2008
Frequently Asked Questions
Partn
er SupportCustomers’Account
Information
DetermineBusiness
Needs
ExploreAvailableSolutions
SelectResellerand Buy
Activateand Use
Maintain/Update
Renew/Upgrade
The Customer Buying Experience
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Revised Date: July 2009
• How can this Quick Guide help me and my customer get the most from our interaction with Symantec?
Ordering and Returns• How do I place an order to buy Symantec software or services?
• Is there a Quote Generator to help me prepare proposals and orders?
• What can I do to avoid delays in order processing?
• What if I plan to export, re-export, or transfer Symantec products?
• What do I need to know about Trade Compliance?
• How do I request a return or refund on a Symantec product?
Renewals• How do we renew maintenance and support contracts for customers?
• What is Renewal ID and how do I find it?
• If a customer’s maintenance/support has lapsed, how do I help them renew it?
Licensing Programs• What are our options for volume purchasing discounts?
• How does a customer qualify for discounts without a purchasing commitment?
• How does a large customer centralize buying and qualifying for discounts?
• How does a government agency or nonprofit qualify for discounts without contracts?
• How does an academic institution qualify for discounts without contracts?
• How does an academic institution procure licenses and support on a subscription basis?
• For a global enterprise, how does Symantec make it easier to buy and deploy software for large, distributed projects?
Licensing Portal• What is the easiest way to access the Licensing Portal?
• Where can I find details on license management?
• How do I help my customer activate new software or manage existing licenses?
License Transfer• How do I help my customer move a current software license and
remaining support from one computing system to another?
• Where do I find the License Transfer Worksheet?
Software Version Upgrade• What is a Software Version Upgrade, and who is eligible?
• How are customers notified that they are entitled to an upgrade?
Customer Care and Technical Support• How do I get answers to nontechnical questions?
• How do I get answers to technical questions?
• Are there special technical support options for partners?
Partner Programs and Benefits• What programs are available for Symantec partners?
• What software benefits are available to partners? Can I get free software for my business or to demo to customers?
• What training and certification programs are available to partners?
• What is PartnerNet and how do I get access?
Quick Guide: Doing Business with Symantec
Frequently Asked Questions (Click on a question to go to that section)
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Useful Links
Company information
•Mainbusinesssitewww.symantec.com/business
•Latestcorporatenewswww.symantec.com/about/news/index.jsp
PartnerNet
Information portal for members of the Symantec Partner Program
•PartnerNetHomePagehttps://partnernet.symantec.com
•PartnerNetLoginhttps://partnernet.symantec.com
•When logged in, search on your topic to find related documents
Ordering
•See current Price Lists and Channel Notifications, or locate SKUshttps://partnernet.symantec.com/Partnercontent/
Licensing/PriceLists.jsp
•Quote Generator—a localized tool to create and present MSRP quotes to customershttps://partnernet.symantec.com/Partnercontent/
Licensing/QuoteGenerator.jsp
•Product Advisor and Configurator Tools help guide customer decisions based on their organization’s needs https://partnernet.symantec.com/Partnercontent/
Tools/Advisor.jsp
•HardwareTierGuide—Server & Processor Tiering Matrix / NDMP Tiering Matrixhttps://partnernet.symantec.com/Partnercontent/
Licensing/PriceLists.jsp
•SymBrain—Interactive Solution and Project Mapping Toolhttps://partnernet.symantec.com/Partnercontent/
Training/SymBrain.jsp
Licensing
•Overview of Licensing Programs with links to individual programs and supporting documentshttps://partnernet.symantec.com/Partnercontent/
Licensing/Home.jsp
•Licensing Portal for activating software and managing licenseshttps://partnernet.symantec.com/Partnercontent/
Licensing/Portal.jsp
•Licensing Portal and License Management Guide to help you get maximum benefit from the Portalhttps://licensing.symantec.com/helpdocs/
LicPortal_LicMgmtUserGuide.pdf
•LicenseTransferPolicy guides the transfer of Symantec software across hardware elements within IT environmentshttps://partnernet.symantec.com/Partnernet/
Resource/Resource.jsp?itemname=transfer%20
policy&src=search
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•License Transfer Worksheet—usedinsubmittingtransferrequestsforprocessinghttps://partnernet.symantec.com/Partnernet/
Resource/Resource.jsp?itemname=transfer%20
policy&src=search
•MySymantec—enrollinRewards,trackupcomingrenewals,viewandmanageproductlicensesandmaintenancecontractshttps://mysymantec.symantec.com/
buyingprogram/login/init.do
Upgrading Products
•Upgrade softwaretothelatestversionhttp://go.symantec.com/upgrades
•Also see links above for the Licensing Portal and MySymantec
Technical and Nontechnical Support
•Access Partner-specificTechnicalSupportinformationhttps://partnernet.symantec.com/Partnercontent/
Program/TechSupport.jsp
•General Technical SupportpagesonSymantec.comhttp://www.symantec.com/business/support/
index.jsp
•MySupport,wherepartnersandcustomerscanopen,update,andmanagesupportcaseshttps://mysupport.symantec.com
•Customer Care,fornontechnicallicensingandserializationquestionsrelatedtoSymantec’sEnterpriseproductshttp://go.symantec.com/customercare
•Customer Care Information Centerwww.symantec.com/business/support/custserv_
faqs.jsp
•Support Policieswww.symantec.com/business/support/support_
policies.jsp
Partner Programs, Benefits, and Training
•Description of Symantec Partner Programs,includinghowtoqualifyandjoin,andbenefitsofmembershipwww.symantec.com/partners/programs/index.jsp
•Partner Technical Support Benefits Quick GuidesummarizesoptionsavailableaspartofSymantecPartnerProgramwww.symantec.com/partners/tools/index.jsp
•Partner Software Benefits Quick GuidegivesdetailsoffreeordiscountedsoftwareavailablewithinSymantecPartnerProgramwww.symantec.com/partners/tools/index.jsp
•Specializationsthatcanhelpyouelevateyourpartnerstatusanddelivermorefocushttps://partnernet.symantec.com/Partnercontent/
Program/Specializations.jsp
•Training Opportunities—modules,courses,programrequirementsandassessmentshttps://partnernet.symantec.com/Partnercontent/
Training/Home.jsp
•Sales AccreditationthroughtheSymantecSalesExpertProgram(SSE)https://partnernet.symantec.com/Partnercontent/
Training/Sales.jsp
•Technical AccreditationthroughtheSymantecTechnicalSpecialistProgram(STS)https://partnernet.symantec.com/Partnercontent/
Training/Ste.jsp
•Sales Tools—supportforeverystepofthesalescyclehttps://partnernet.symantec.com/Partnercontent/
Tools/SalesTools.jsp
•Marketing Toolstohelpyoubuildandenhanceyourmarketingplans,generatedemand,enternewmarkets,createmarketingmaterials,hostandattendeventshttps://partnernet.symantec.com/Partnercontent/
Tools/MarketingTools.jsp
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Product and Services Information
•PartnerNet main page for Products and Serviceshttps://partnernet.symantec.com/Partnercontent/
Product/Home.jsp?_DARGS
Symantec.com pages
•Symantec Business Products and Solutionswww.symantec.com/business
•Symantec Global Servicesofferingswww.symantec.com/business/services
•End-User Articles and Webcaststohelpyouandyourcustomerlearnmoreaboutsolutionsandissueswww.symantec.com/business/solutions/library
•Symantec Industry-specific Solutionshttp://www.symantec.com/business/solutions/
industries.jsp
Try Symantec Products
•Trialware Downloadsforyouoryourcustomertotrysoftwarebeforebuyingwww.symantec.com/business/products/licensing/
trialware.jsp
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Ordering
Types of Orders Processed• Standard Transaction—typically entails a
one-time payment and is placed directly by a reseller or distribution partner under the Express, Rewards, Government, or Academic Licensing Program
• Site License—may be purchased via a channel partner as part of the Enterprise Options Licensing Program
• Maintenance/Support Renewals—for all Symantec software products
• Services—include orders for consulting, training, and managed security
Standard Channel Order Process
Customer
Reseller
Distributor
Order Operations
Order is manually processed
Order is checked for compliance
Order is booked
Order is shipped
Customer
*This step is eliminated for electronic orders.
*
Submitting Purchase OrdersResellers need to submit orders to their distributors according to the distributors’ published procedures, which reflect Symantec purchase order requirements. We encourage all partners to be familiar with these requirements, which enable smooth, accurate, and error-free processing. More information is available on PartnerNet. Search on your specific topic of interest.
The vast majority of ordering delays and other issues arise because key order requirements have not been provided, so we ask you to be diligent in providing complete information up front to avoid these delays. You will be notified if an order has issues, and you may be asked for additional documentation depending on the Licensing Program or nature of the transaction.
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Localized Quote GeneratorThe Symantec Quote Generator allows you to generate and provide MSRP quotes for customers in their preferred language: English, French, German, Italian, Spanish, Portuguese (Brazilian), Dutch, Swedish, Korean, Simplified Chinese, and Traditional Chinese. Localized quotes may be downloaded, printed, or emailed directly from Quote Generator—or saved for future use.
Trade Compliance All Symantec products sold worldwide are subject to the U.S. Export Administration Regulations and require an export license or other documentation prior to export, re-export, or transfer outside the United States. Refer to U.S. export classifications and find the Product Classification Matrix under “Export Control Laws.” Many Symantec products include encryption and may also be subject to the export and import laws of other countries. It is the Exporter and Importers’ responsibility to comply with all laws. Consult the Trade Compliance Partner Cheat Sheet for more information.
For assistance with trade compliance on specific products, send email to [email protected].
Revised Date: November 2008
Ordering
QuestionsMore information about submitting orders is available on PartnerNet, or from your Distributor.
Distributors, contact your Symantec Account Manager
Don’t have a PartnerNet login? See page 33 to find out how to request access.
Returns (RMA) Information
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RMATo return a Symantec product for a refund of the purchase price, terminate maintenance coverage, or cancel a renewal you must obtain formal approval, which takes the form of a Return Material Authorization (RMA). Obtaining an RMA initiates the return and refund process and speeds its completion.
How to Obtain an RMAIf you are a reseller, you must request an RMA from your distributor. Distributors, contact your Symantec Partner Account Manager. If your situation qualifies for an RMA, the manager will initiate a Return Authorization Request to get the process started.
Partial order returns (returning entire line items) are allowed for all products. Partial line returns (returning part of a line) are not allowed. Requests must provide a clear explanation for the RMA request and the original order information noted in the next column.
To be eligible to receive an RMA, your request must be made for one of the following reasons.
• An error was made on a purchase order (for example, incorrect quantity ordered, incorrect part number, wrong platform ordered, etc.) that occurred within 45 days of invoice date
• Approved warranty claims (technical incident number required)
• Internal corrections: Errors that occurred internal to Symantec resulting in the need for an RMA, for example, misquotes or order entry errors by Symantec reps (wrong product shipped, wrong quantity shipped, incorrect license certificate, duplicate Sales Order, etc.)
NotethatappropriateSymantecapprovalisneeded before an RMA can be issued.
Information Required to Request an RMAPlease provide the following information so that we can quickly find answers to your questions.
• Customer number
• Certificate number
• Reference number
RMA
QuestionsMore information is available from your Distribution partner, or Symantec Partner Account Manager.
Returns
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Renewing Maintenance/Support
Symantec is dedicated to helping its partners ensure their customers have access to the most up-to-date maintenance.
Customers receive Renewal Notices in advance of the expiration of their maintenance/support. Some large partners also receive reports showing upcoming expirations for orders they originally placed.
Symantec Enterprise Technical Support Offerings You can sell three types of renewals to enterprise customers:
Business Critical Services is the highest level of protection, which provides personalized, proactive support 24x7 from technical experts for enterprises that require secure, uninterrupted access to their data and applications.
Essential Support Services is the recommended minimum level of support for most enterprises. It provides 24x7 access to Symantec’s support experts, software version upgrades, and faster response times.
Basic Maintenance Services is an entry-level service offering suited for organizations running Symantec products on nonessential systems only. Technical support via telephone is provided during normal business hours.
A Simple Way to Process Renewals Renewal orders are placed in the same way as orders for new products and initial maintenance/
support. Symantec uses Renewal SKUs and the Renewal ID to transact maintenance renewals on Symantec products.
Renewal SKUs
• Price Lists include 12-month Renewal SKUs for the Express, Government, Academic, Rewards, and Enterprise Options Licensing Programs.
• Symantec now accepts orders with Initial Maintenance SKUs, Renewal Maintenance SKUs, and licenses on the same purchase order. Renewal orders do not need to be submitted separately.
Renewal Identification (Renewal ID)
• Defined as a unique renewal reference linking renewal notifications and quotes to the original license purchase, the Renewal ID provides a closed-loop sales transaction with accurate customer data.
• A Renewal ID is included in the Renewal Notifications and Quotes sent to the End User.
• This is the preferred Renewal Proof of Purchase (POP) for Symantec and is submitted at the order header level to simplify the order process.
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Renewal Support Tools
• The Initial Maintenance SKU to Renewal SKU Mapping Report maps the Initial SKU to the Renewal SKU and can be used to convert previously quoted initial maintenance to renewals.
• The Renewal ID Status Tool is available to partners on PartnerNet. Using a Renewal ID obtained from a customer, you can retrieve SKUs and quantities attached to the Renewal ID, as well as view the status for each Renewal line.
Renewal Definitions Single-Year Renewal of maintenance/support is for a new period of 12 months.
Multi-Year Renewal is for periods of 24 or 36 months (in 12-month multiples) and is specified as a single-year SKU entered multiple times on the Renewal Order (not available on some products). When a license is purchased under the Rewards Licensing Program, the Maintenance/Support renewal date is co-termed with the customer’s program anniversary date.
Late renewal may result in additional costs. Help make customers aware that those who do not keep their maintenance/support agreements current may lose access to the latest product upgrades, product functionality, and fixes available under maintenance/support, putting their business environment at unnecessary risk.
Partner Purchase Order (PO) formally presents an order from a channel partner.
End-user Purchase Order presents an order directly from an enterprise user. For large orders placed through a channel partner, the End-user PO may be required in addition to the Partner PO.
Documents for a Renewal Order Proof of Purchase is required for a renewal order, and Renewal ID is the preferred form of POP. In scenarios where Renewal ID is not readily available, Symantec will accept alternate forms of POP including:
• Symantec Agreement Number (SAN)*
• License Reference Number, as found on install Base reports
• Certificate Number
• VIP or Elite Agreement/Contract Number*
• Original Symantec Sales Order Number
* These forms of POP may not allow Symantec to correctly identify which licenses are being renewed. If Symantec cannot determine or locate the licenses, the order will be placed on hold and additional information will be requested.
Revised Date: November 2008
Renewing Maintenance/Support
QuestionsThe customer’s Renewal Notice provides instructions on how to renew maintenance/support. If you have questions, please select the contact for your region.
U.S. and Canada:
Symantec Channel Inside Sales +1 (888) 780 7962 or [email protected]
EMEA:
For Renewal ID, Express, Commercial, and Small Business, contact: [email protected].
For Strategic, Named Account, and Rewards, contact: [email protected].
Asia Pacific and Japan:
APAC contact information
Japan contact information
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EXPRESS REWARDS GOVERNMENT ENTERPRISE OPTIONS ACADEMIC SUBSCRIPTIONACADEMIC
Symantec Licensing Programs make it easy for customers to earn discount eligibility for volume purchases with simple, streamlined purchasing processes tailored for any sized commercial, government, and academic customer. Each of our licensing programs offers a SymantecAgreementNumber(SAN) through which customers can view, track and manage all licenses and renewals purchased through that program.
Discount eligibility is based on the amount of business that customers do with Symantec. Most Licensing Programs provide discount eligibility based on the size of the specific order. The Rewards and Enterprise Options Licensing Programs allow organizations with decentralized purchasing to easily aggregate the value of their affiliates’ purchases for even bigger discounts.
Licensing Programs
Revised Date: July 2009
Ancillary Programs
Enterprise Options—Allows large organizations to deploy a specific dollar amount of products, within specific Symantec product families, for specific OS platforms, over a specific time period, at specific discounts. Detailed in contract.
Government—Streamlines the government procurement process with simplified ordering and no signed contracts. Similar to Express. Available to approved government entities including federal, state, provincial, local, county, and tribal.
Academic—Standardizes the way qualified academic institutions and charities purchase Symantec products. No signed contracts. Similar to Express. Available to qualified academic institutions and charitable organizations.
Academic Subscription—Offers qualified academic institutions a flexible way to purchase software licenses, bundled with Essential Support (24x7), on a subscription basis. Annual contracts. Available to government- approved academic institutions.
Program Elements
Express Rewards
For small to mid-sized companies that need an easy way to purchase license quantities—without complexity of contracts.• Available for all software products• Low minimum requirements• Incentives for total volume of each order• Certificate-based program—
(no signed contract required)• Simple ordering process• No financial commitment
For mid-sized and large organizations that need streamlined procurement, volume-purchasing incentives, predictable pricing, and decentralized purchasing.• Available for all software products• Rewards ongoing purchasing volume and an ongoing
relationship• Easy online enrollment• Online account management and tracking• Enables support and maintenance service
co-termination• Simple ordering process
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EXPRESS REWARDS GOVERNMENT ENTERPRISE OPTIONS ACADEMIC SUBSCRIPTIONACADEMIC
Licensing Programs
QuestionsFor more information about Licensing Programs, visit PartnerNet or Symantec.com.
Don’t have a PartnerNet login? See page 33 to find out how to request access.
Licensing Programs continued
Express and Rewards Program Elements
Element Express* Rewards
Minimum purchase requirements 1 server per transaction or 5 licenses 6,000 points for initial order**
Agreement type Certificate Online terms and conditions
Discounts Per transaction Based on terms of program/ accumulated points
License deployment rights Country of purchase Based on program terms
Decentralized purchasing (for subsidiaries/affiliates)
No Yes
Available support and maintenance services
Yes Yes
Automatic co-termination of support and maintenance services
No Yes
Symantec Agreement Number (SAN) Yes Yes
* Express elements also apply to government and academic buyers, who may alternatively enroll in Rewards for enhanced benefits if eligible. ** Points are based upon the point value assigned to a SKU times the number ordered against that SKU.
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EXPRESS REWARDS GOVERNMENT ENTERPRISE OPTIONS ACADEMIC
Symantec Express Program is for small
to mid-sized companies that need an easy
way to purchase license quantities, for use
within the country of purchase, without the
complexity of contracts. Buyers are freed
from formal contracts and commitments
and are eligible to receive discounts that
grow with the size of each order.
Benefits• Available for all software products
• Low minimum requirements
• Incentives for total volume of each order
• No signed contract required
• No ongoing financial commitment
Express BandsEach band represents a discount range* applied to the total amount of each purchase. Levels are calculated by product, SKU quantity, total purchase amount, region, and currency rates.
ExpressBands
BandLevels Minimum Quantities
S 1
A 5–24
B 25–49
C 50–99
D 100–249
E 250–499
F 500+
Express
Express Licensing Program
ForSmall to mid-sized companies that need to buy license quantities without a signed contract.
QuestionsMore information is available on PartnerNet or Symantec.com.
Don’t have a PartnerNet login? See page 33 to find out how to request access.
Program Elements
Element Express
Minimum purchase requirements 1 server per transaction or 5 desktop licenses
Agreement type Certificate
Discounts Per transaction
License deployment rights Country of purchase
Decentralized purchasing (for subsidiaries/affiliates) No
Available support and maintenance services Yes
Automatic co-termination of support and maintenance services No
Symantec Agreement Number (SAN) Yes
* Discounts are provided to the entity placing the order with Symantec. For channel orders, Symantec provides the appropriate band-level pricing to the channel partner, and the customer then arranges pricing the order with its reseller.
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ACADEMIC SUBSCRIPTION
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EXPRESS GOVERNMENT ENTERPRISE OPTIONS ACADEMIC
Symantec Rewards Program is for mid-
sized to large organizations and affiliates
that need streamlined procurement,
volume-purchasing incentives, predictable
pricing, and decentralized purchasing
under a Symantec Agreement Number (SAN).
Aggregating purchasing volume under the
Rewards Licensing Program is especially
valuable for multinational organizations.
Benefits• Available for all software products
• Rewards purchasing volume and ongoing relationship
• Easy online enrollment
• Online account management and tracking
• Enables support and maintenance service co-termination
• Simple ordering process
Rewards BandsEach band represents a discount range* applied to new purchases. Band levels are based on points accumulated from purchases made. The initial order sets the initial price band. Then aggregated points accumulation creates an opportunity to move your organization into more advantageous price bands. Band levels for ongoing purchasing are adjusted annually based on points earned in the prior program year.
RewardBands
BandLevels Minimum Accumulated Points
A 6,000–11,999
B 12,000–19,999
C 20,000–49,999
D 50,000–99,999
E 100,000+
Program Elements
Element Rewards
Minimum purchase requirements 6,000 points initial order**
Agreement type Online terms and conditions
Discounts Based on terms of program/accumulated points
License deployment rights Based on program terms
Decentralized purchasing (for subsidiaries/affiliates) Yes
Available support and maintenance services Yes
Automatic co-termination of support and maintenance services
Yes
Symantec Agreement Number (SAN) Yes
Rewards Licensing Program
ForMid-sized to large organizations with complex purchasing processes and higher purchasing volume.
QuestionsMore information is available on PartnerNet or Symantec.com.
Don’t have a PartnerNet login? See page 33 to find out how to request access.
Rewards
Revised Date: November 2008
* Discounts are provided to the entity placing the order with Symantec. For channel orders, Symantec provides the appropriate band-level pricing to the channel partner, and the customer then arranges pricing the order with its reseller.
** Points are assigned as a calculated value based on product, purchase volume and amount, region, and currency rates. See the Rewards Program Guide for details.
REWARDS
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EXPRESS REWARDS ENTERPRISE OPTIONS ACADEMIC SUBSCRIPTIONACADEMIC
Symantec Government Program is for
qualified government entities that need
to purchase license quantities without
signed contracts or financial commitments.
It simplifies buying license quantities for
use in the country of purchase and allows
government buyers to earn increased
discounts for purchases that grow with the
size of each order.
Benefits• Available for all software products
• Low minimum requirements
• Incentives for total volume of each order
• No signed contract required
• No financial commitment
EligibilityThe Government Licensing Program is available to qualified entities at the federal, state, territory, county, municipal, or tribal level. Departments of qualifying government entities may include executive, legislative, judicial, or administrative functions. Qualified Government Institutions may include other special entities such as the United Nations and affiliates, NATO, public utilities, public hospitals, public libraries, and other quasi-governmental agencies, excluding academic. Partners provide country- or entity-specific information about eligibility.
Government BandsEach band represents a discount range* applied to the total amount of each purchase. Levels are calculated by product, SKU quantity, total purchase amount, region, and currency rates.
GovernmentBands—Americas
BandLevels Minimum Quantities
S 1
A 5–249
H 250+
GovernmentBands—Japan
BandLevels Minimum Quantities
S 1
D 5–249
H 250+
GovernmentBands—Canada,Mexico,LatinandSouthAmerica, Europe, Middle East, Africa, and Asia Pacific
BandLevels Minimum Quantities
S 1
A 5
* Discounts are provided to the entity placing the order with Symantec. For channel orders, Symantec provides the appropriate band-level pricing to the channel partner, and the customer then arranges pricing the order with its reseller.
Government
Revised Date: November 2008
Program Elements
Element Government
Minimum purchase requirements 1 server per transaction or 5 desktop licenses
Agreement type Certificate
Discounts Per transaction
License deployment rights Country of purchase
Decentralized purchasing (for subsidiaries/affiliates) No
Available support and maintenance services Yes
Automatic co-termination of support and maintenance services
No
Symantec Agreement Number (SAN) Yes
Government Licensing Program
ForGovernment entities that need to buy license quantities without a signed contract.
QuestionsMore information is available on PartnerNet or Symantec.com.
Don’t have a PartnerNet login? See page 33 to find out how to request access.
GOVERNMENT
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EXPRESS REWARDS GOVERNMENT ENTERPRISE OPTIONS ACADEMIC SUBSCRIPTION
Academic
Symantec Academic Program is for
qualified academic institutions and charities
that need to purchase license quantities
without signed contracts or financial
commitments. It simplifies buying small
license quantities for use in the country of
purchase. Available discounts grow with the
size of each order.
Benefits• Available for all software products
• Low minimum requirements
• Incentives for total volume of each order
• No signed contract required
EligibilityAn Academic Institution must be organized and operated for educational purposes, such as a public or private school, college, or university, and be accredited by an appropriate government board of education or accrediting organization. Other Qualified Institutions can include healthcare entities with a major teaching component or libraries owned and operated by a qualified Academic Institution. Qualified Charitable organizations are also eligible under the Academic Licensing Program. Partners provide country-specific information about eligibility.
Academic BandsEach band represents a discount range* applied to the total amount of each purchase. Levels are calculated by product, SKU quantity, total purchase amount, region and currency rates.
AcademicBands—Americas
BandLevels Minimum Quantities
S 1
A 5–249
H 250+
AcademicBands—Japan
BandLevels Minimum Quantities
S 1
D 5–249
H 250+
AcademicBands—Europe,MiddleEast,Africa, and Asia Pacific
BandLevels Minimum Quantities
S 1
A 5
Revised Date: November 2008
Program Elements
Element Academic
Minimum purchase requirements 1 server per transaction or 5 desktop licenses
Agreement type Certificate
Discounts Per transaction
License deployment rights Country of purchase
Decentralized purchasing (for subsidiaries/affiliates) No
Available support and maintenance services Yes
Automatic co-termination of support and maintenance services
No
Symantec Agreement Number (SAN) Yes
* Discounts are provided to the entity placing the orders, with Symantec. For channel orders, Symantec provides the appropriate band-level pricing to the channel partner, and the customer then arranges pricing the order with its reseller.
Academic Licensing Program
ForAcademic institutions and charities that need to buy license quantities without a signed contract.
QuestionsMore information is available on PartnerNet or Symantec.com.
Don’t have a PartnerNet login? See page 33 to find out how to request access.
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EXPRESS REWARDS GOVERNMENT ENTERPRISE OPTIONS ACADEMIC
Academic Subscription
Symantec Academic Subscription Program
offers government-approved academic
institutions a flexible way to purchase
software licenses, bundled with Essential
Support (24x7), on a subscription basis.
The program makes it easy to procure and
administer software licenses and helps
reduces the total cost of software licensing.
Why the Academic Subscription Program Matters The Academic Subscription Program is a contract-based rental program that allows qualifying academic customers to subscribe, in the country of purchase, to a selection of Symantec products for a year or part of a year at a preferential rate. The license quantity can be based on the entire PC and/or server estate, all full time employees (or equivalents*) or all full time students (or equivalents*). The customer’s faculty and staff members may use a copy of the software on their home computers, and licenses can be ordered for full time students to use on their own computers.
Benefits• Low entry purchase requirements
• Simple and flexible subscription licensing
• Essential Support bundled with all products
• Home use rights for faculty and staff
• Student use option
• Annual renewable license agreement
• Co-termination of all licensing purchased under the program
Eligibility An Academic Institution must be organized and operated for educational purposes, such as a public or private school, college or university, and be accredited by an appropriate government board of education or accrediting organization.
Academic Subscription BandsTo enroll in the Academic Subscription Program a customer’s initial order must be at least 250 units or total $5,000 MSRP. The number of units provided on the initial order will establish the customer’s initial program band.**
Initial orders can be submitted once the customer has received a Welcome Letter from Symantec with their Academic Subscription Symantec Agreement Number (SAN). The initial order, including the Academic Subscription Program Worksheet, must be submitted within 14 calendar days of receiving the Welcome Letter.
BandLevels Minimum Quantities
A 250–499
B 500–999
C 1,000–4,999
D 5,000–9,999
E 10,000+
Subscription Renewal PeriodOn an annual basis, Symantec will notify customers of their pending Subscription Renewal Period. The Annual Subscription Renewal Period for the Academic Subscription Program is based on the Contract Start Date.
Home Use RightsDuring the subscription period, a customer’s faculty and staff members have the right to operate one copy of the desktop-based products offered in the Academic Subscription program on their personal home computers. The faculty and staff member must maintain current employment status in order to enjoy the home use rights. No separate purchase of a home use license is required; the home use rights are included in the customer’s academic subscription license fees.
Revised Date: July 2009
* Refer to Full Time Equivalent Calculations paragraph, next page. ** Discounts are provided to the entity placing the order with
Symantec. For channel orders Symantec provides the appropriate band level pricing to the channel partner, and the customer then arranges pricing the order with its reseller.
ACADEMIC SUBSCRIPTION
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EXPRESS REWARDS GOVERNMENT ENTERPRISE OPTIONS ACADEMIC
Academic Subscription continued
Student Use Option for Campus CustomersDuring a subscription period, a Campus customer may order applicable student-use licenses for each full-time student to use on their student-owned computers. A Campus must order a copy for each student based on the student-use count calculation below. The student must maintain current enrolled status in order to enjoy the student use rights. Please see the current Academic Subscription price list for a list of the products available for student use.
Full Time Equivalent CalculationUse the following calculation when determining the total Full Time Equivalent (FTE) for Campus Enrollments in the Academic Subscription Program.
Faculty/Staff Count: • Full-time Faculty (= to 1 FTE) • Part-Time Faculty (= 1/3 of a FTE) • Full-Time Staff (= to 1 FTE) • Part-Time Staff (= to ½ of a FTE) FTE Faculty/Staff Baseline
Student Count for Student Use Option and Campus Managed Software for Student Coverage: • Full-Time Students (= to 1 FTE) • Part-Time Students (= 1/3 of a FTE) FTE Student Baseline
Revised Date: July 2009
Program Elements
Element Academic Subscription
Minimum purchase requirements 250 units and $5,000 MSRP
Agreement type Contract
Discounts Per transaction
License deployment rights Country of purchase
Decentralized purchasing (for subsidiaries/affiliates) No
Available support and maintenance services Yes
Consolidation of support and maintenance services No
Symantec Agreement Number (SAN) Yes
Academic Subscription Licensing Program
ForAcademic institutions that need a flexible way to purchase software licenses, bundled with support, on a subscription basis.
QuestionsMore information is available on PartnerNet or Symantec.com.
Don’t have a PartnerNet login? See page 33 to find out how to request access.
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EXPRESS REWARDS GOVERNMENT ACADEMIC SUBSCRIPTIONACADEMIC
Enterprise Options
Symantec Enterprise Options is a prepaid
Licensing Program that allows large
domestic and global organizations to deploy
a specific monetary value of new licenses,
within specific Symantec product families,
for specific OS platforms, over a specific
time period, at specific discounts. Enterprise
Options are negotiated contractual
engagements that provide Symantec’s
largest global enterprise customers with an
extra level of flexibility in deployment and
self-management of new licenses—
for a prepaid fixed, discounted price. Its
automated, self-service, online management
system allows customers to control and
adjust deployment of new licenses at the
moment and location needed.
Benefits• Available for most Symantec software products
• Keep pace with changing needs while getting defined savings of a prepaid discount, custom licensing program
• Enables support and maintenance service co-termination
• Flexible, self-managed deployment of new licenses at the time they are needed
• Online account management streamlines purchasing, management, and tracking of new license deployments
View the TutorialFor a tour of the Enterprise Options “Site License Online Application,” click here.
Enterprise Options Licensing Program
ForLarge global organizations who need flexible, self-managed licensing for big-scale projects or solutions.
QuestionsMore information is available on PartnerNet or Symantec.com.
Don’t have a PartnerNet login? See page 33 to find out how to request access.
Program Elements
Element Enterprise Options
Agreement type Formal paper contract
Decentralized purchasing Yes
Automatic co-termination of support and maintenance services
Yes
Designated Customer Care contact Yes
Online 24x7 contract Management account Yes
Symantec Agreement Number (SAN) Yes
Revised Date: November 2008
ENTERPRISE OPTIONS
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LICENSING PORTAL LICENSE TRANSFERS
Licensing PortalLicensing Transfers
Symantec provides customers and partners with tools such as the Licensing Portal, and processes such as License Transfer to help make software license management and compliance as simple as possible. These capabilities also help customers self-manage licenses within their software environments, or you may assist them, by using these pages as a guide.
Licensing PortalThe Licensing Portal is an online tool for the delivery of license keys, registration of technical contacts for maintenance/support subscriptions, management of existing license entitlement data, and processing of Software Version Upgrade notifications.
License TransfersThe Symantec License Transfer Policy provides customers with significant flexibility in how Symantec software may be transferred across hardware elements within their IT environments. It enables a customer to move a current software license and the remaining support they own from one computing system to another. Requests typically stem from changes in an enterprise IT environment, such as deployment of a new server platform or operating system. Requests also arise from the customer’s desire to improve functionality by moving up the product stack (transferring to a more fully-featured product that includes the “lesser” product’s functionality).
Revised Date: November 2008
Licensing
QuestionsMore information about the Licensing Portal and License Transfer is available on PartnerNet. You can find detailed user instructions for the Licensing Portal in the License Management User Guide.
Don’t have a PartnerNet login? See page 33 to find out how to request access.
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LICENSE TRANSFERS LICENSING PORTAL
Licensing Portal
The Licensing Portal is a self-service online tool for the delivery of license keys, registration of technical contacts for maintenance/support subscriptions, management of existing license entitlement data, and processing of Software Version Upgrade notifications.
When to Use the Licensing PortalThe Licensing Portal is used for the majority of Symantec products and services. Each license certificate specifies what a product is and sometimes lists a license key or keys. No registration or activation of a product on the Licensing Portal is required if a license key is printed on the certificate. Use the Licensing Portal to obtain a product key and to activate a product only if a key is required and is not listed on a certificate. All maintenance subscriptions must be registered to receive software maintenance and technical support, including content updates and software version upgrades.
Who Should Use the Licensing PortalEnd-user customers are the intended users of the Licensing Portal. However, customers may choose to delegate use of the Licensing Portal to their channel partner, who would then populate and manage account data on behalf of their customer. The customer remains responsible for all activities on their Licensing Portal account. Channel partners who manage a Licensing Portal account on behalf of a customer must deliver newly assigned license keys to the customer for product activation. For additional information, please refer to the Licensing Portal and License Management User Guide. The “Sharing a License Key” section of this guide tells you how a customer can share their license information with you.
Functions of the Licensing Portal• Get a Key—Quickly register to get license keys
for new purchases, software version upgrades and rehosts—not used for Enterprise Flexible license keys
• Manage My Licenses—Used to view and manage current licenses, share licenses, and track custom user-defined data against each license
• Enterprise Flexible—Gives Enterprise Flexible customers the ability to draw down and manage licenses against their Enterprise Flexible contract
• Voucher Center—Allows OEM customers to convert vouchers into licenses
• FileConnect—Enables users to download software
Revised Date: November 2008
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Revised Date: November 2008
NewPurchase/Maintenance
Log In
Select “Get a Key”
Input Serial Number
Input Product & Support Registration Information
Confirm Information
Receive a Key
Software Version Upgrade
Log In
Select “Version Upgrade”
Input Notification ID
Select Product to Upgrade
Select Quantity to Upgrade
Edit Existing Support Registration Information
Receive a Key
Licensing Portal Process Flows
If a License Key is printed on your certificate, you do not need to follow the steps below.Licensing Portal
QuestionsMore information is available on PartnerNet or in the Licensing Portal FAQ.
Don’t have a PartnerNet login? See page 33 to find out how to request access.
Deliver Key to Customer
Deliver Key to Customer
LICENSE TRANSFERS LICENSING PORTAL
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LICENSING PORTAL
License Transfers
Symantec Software License Transfer is a policy that enables a customer to move a current software license and remaining support they own from one computer system to another. Most License Transfer requests are for our Availability software. Requests typically stem from changes in an enterprise IT environment, such as deployment of a new server platform or operating system. Some License Transfers entail an additional license fee with corresponding compensation to the Partner; Host Transfers entail no extra fee. Partners usually initiate a customer’s License Transfer by having the customer complete a License Transfer Worksheet and submitting it on behalf of the customer to their Distributor. A zero-dollar License Transfer is processed by your Symantec Partner Account Manager for internal processing.
Types of License TransfersThere are five types of Symantec Software License Transfers.
1. Cross-Grades—License transfer of a “lesser” product to a more fully featured product that includes the “lesser” product’s functionality. (Facilitated by Partner and Symantec Partner Account Manager.)
2. HostTransfers—Movement of a license from one host to another host with no change to the product, platform, meter, or server/processor tier. (This no-cost transfer is done by the customer on the Licensing Portal.)
3. Platform Transfers (also referred to as OS Transfers)—License transfer from one platform (operating system) to another platform with no change to the product, meter, or server/processor tier. (Facilitated by Partner and Symantec Partner Account Manager.)
4. Server/Processor-Tier Transfers—License transfer from one server/processor tier to another server/processor tier with no change to the product, meter, or platform. (Facilitated by Partner and Symantec Partner Account Manager.)
5. License Meter Transfers—License transfer from one meter to another meter. (Facilitated by Partner and Symantec Partner Account Manager.)
Competitive Upgrades and Size Cross-Grades are not covered by this policy. The License Transfer policy also does not apply to situations where a change in customer/company name is necessary due to a merger/acquisition or a divestiture, which fall under the Symantec License Assignment Policy.
Revised Date: November 2008
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How to Start a License Transfer Customers can do a no-cost Host Transfer on the Licensing Portal. For all other License Transfers, there are two steps: You must help your customer complete the Symantec License Transfer Worksheet to calculate any related license/support fee. Find the License Transfer Policy and Worksheet on PartnerNet. The completed worksheet is then submitted to your Distributor to complete the transfer process with Symantec Order Operations.
1. License Transfer—Initiate a license transfer by completing a License Transfer Worksheet. The worksheet requires basic customer information, the original Sales Order Number, and the original Purchase Order Number. Your Symantec Partner Account Manager can help find numbers that may be missing. A drop-down menu allows specifying an applicable Server/Processor-Tier Transfer. After entry of required information, the worksheet automatically calculates new license/support fee requirements, if any.
2. Submit Worksheet to Symantec—After validating the worksheet with the customer, submit the completed worksheet to your Distributor, or Symantec Partner Account Manager, who will route the License Transfer to Order Processing. Your Symantec Partner Account Manager will process the worksheet and License Transfer if there is no associated fee for the transaction.
Revised Date: November 2008
License Transfers
QuestionsGet detailed information by viewing the the License Transfer Policy and the License Transfer Worksheet on PartnerNet. You can also find the policy on Symantec.com.
Don’t have a PartnerNet login? See page 33 to find out how to request access.
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Upgrading Products
Software Version Upgrade Symantec customers with current maintenance/support* on an enterprise product are entitled to a Software Version Upgrade for a new release of that product. Eligible license owners are notified of the version upgrade opportunity by Symantec and given instructions for how to get the new software.
Why Software Version Upgrade MattersFor no extra cost, maintenance/support gives eligible customers the most current version of software. Use of the new software provided by the Software Version Upgrade process may also improve functionality, simplify centralized management, or help customers ensure compliance.
Who Gets a Software Version UpgradeEnterprise customers can get a free Software Version Upgrade for each qualified product currently covered by an active maintenance/support agreement. Software Version Upgrade is initiated by the designated license owner (see below, “How Software Version Upgrade Occurs”). If an enterprise purchasing agent is listed as the organization’s contact, Symantec recommends the Software Version Upgrade process be conducted by a qualified IT or security specialist responsible for deployment and management of that particular product.
Which Products Get a Software Version UpgradeAny product from Symantec that has a new release automatically includes a Software Version Upgrade. Software Version Upgrade is available on the public release date of the new Symantec software. Eligibility requires customers to have current maintenance/support on the prior version of that product.
Notification for Software Version UpgradeIf a license owner has provided Symantec with a current email address, customer notification of a Software Version Upgrade automatically occurs via email. Otherwise, notification occurs by physical mail to the license owner’s address on record.
If a notification does not reach a customer by email or physical mail, upgrade notifications are available on the Licensing Portal using the following steps:
• Log in or create an account
• Once logged in, click the Version Upgrade button.
• Click the “I do not have a notification ID” button.
• Follow the instructions on the pages to obtain your upgrade.
Revised Date: November 2008
* Maintenance/support is purchased for a specific period of time. “Current” means that this period of time has not expired and the support agreement is in effect.
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How Software Version Upgrade OccursUpon the release of a new version of software, Symantec notifies customers by letter or email of their Software Version Upgrade. The notification directs customers to a Web site that provides instructions for accessing their Software Version Upgrade.
Most Software Version Upgrade customers are entitled to one copy of the physical media kit per serial number. The software download site, FileConnect, offers a short process for selecting the physical shipment option. In some cases, delivery of physical media is handled by you, the Symantec partner.
Importance of Keeping Maintenance/Support CurrentCustomers who do not keep their maintenance/support agreements current may lose access to the latest product upgrades, product functionality, and fixes available under maintenance/support, putting their business environments at unnecessary risk.
Upgrading Products continued
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Upgrading Products
QuestionsVisit Symantec.com for more information about Software Version Upgrade.
Contact your Symantec Partner Account Manager or Symantec Customer Care. Customer Care responds to nontechnical licensing and serialization questions on Symantec’s Enterprise products.
Software Version Upgrades and updates to license owner contact information may be done directly at the Licensing Portal. A product serial number is required.
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Customer Care
Assistance is available from Symantec when you purchase products and services, and at any point in your relationship with our company. Customer Care provides non-technical support to help ensure the experience of doing business with Symantec meets your needs and exceeds your expectations.
Examples of Assistance from Customer Care• General product information
• Symantec.com education and support
• Obtaining and/or managing new license keys or serial numbers for product activation
• Licensing Portal education and support
• Obtaining or processing a Product Software Version Upgrade Notification ID
• License key/file installation support
• Using and accessing MySymantec for SAN management and Product License inventory support
• Using and accessing FileConnect for software file downloads and Physical Media requests
• Escalating customer and partner issues
• Return Materials Authorization processing
• Customer Account Profile data management
Information Required for Expedited AssistanceThe following information will allow Customer Care to quickly find answers to your questions.
Please provide at least one of the following identifiers:
• Customer number
• Certificate number
• Serial number
• Reference number
• Version Upgrade Notification ID number
• Sales Order number
Customer Care
Questions Locate a phone number to reach Customer Care.
Visit the Customer Care site to:
• Open a MySupport case online—a case number will be assigned for tracking and response
• Search Symantec knowledge base
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Technical Support
Enterprise Technical Support helps Symantec’s business partners and their customers achieve significant and lasting value from Symantec solutions. The primary focus is to enable our partners and customers to leverage the operational functionality of Symantec products by providing tools, resources, and technical assistance—either through partners who are trained and authorized to provide support services or directly from Symantec as needed.
Symantec Technical Support Offerings for Enterprise Customers Symantec has more than 2,000 experienced Technical Support Engineers who provide support delivered in English directly to enterprise customers from more than 20 regional support centers worldwide. Local support in 11 languages is also available.
Symantec provides technical support by telephone, electronically, and/or onsite, based upon the severity level that the customer or the partner (to help that customer) assigns to the problem and the specific Support Services offering the customer has purchased. In order for Symantec Partner Program partners (non Technical Assistance Partner Program or Technical Support Partner Program) to be authorized to open a technical support case on behalf of a customer, the customer must designate and register one or more partner contacts as named contacts on the Symantec certificate. Find details for identifying designated technical contacts on Symantec.com.
Along with responding to requests for technical assistance or problem resolution, Enterprise Technical Support provides Upgrade Assurance, which entitles a customer to access Software Version Upgrades and Content Upgrades, where applicable, for the customer’s licenses.
Symantec provides three core enterprise technical support and maintenance offerings.
Business Critical Services
Essential Support Services
Basic Maintenance Services
How to Obtain Technical Support Search our KnowledgeBase for relevant technical notes, articles, and documents, and find additional information and resources on the Symantec Enterprise Support site.
Access MySupport to create, update, and manage many of your support issues online. On your initial visit, you will be asked to create a password-protected account.
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Telephone support allows you and your customers to contact your local Symantec Enterprise Support Services center about specific problems related to Symantec’s Enterprise products. A list of support contact numbers can be found on the Enterprise Support Assistance and Information page.
To better understand the technical support benefits offered to partners, review the Partner Technical Support Benefits Quick Guide.
To obtain additional details on the software benefits offered to partners as members of the Symantec Partner Program, access the Partner Software Benefits Quick Guide.
Partner Support ProgramsSymantec offers members of its Partner Programs the opportunity to provide value to their enterprise customers through the Technical Assistance Partner Program and the Technical Support Partner Program.
Technical Assistance Partner Program (TAPP) enables partners to utilize their knowledge of their customers’ environments to deliver value-added services, including technical assistance, to supplement the Symantec support and maintenance contracts purchased by the customer. Symantec partners who participate in TAPP receive technical benefits, including direct access to the Symantec advanced technical support team and access to the Symantec
Technical Training and Enablement courses. TAPP partners have the opportunity to become more familiar with their customer’s business and technical assistance requirements and to offer a range of solutions and value-added services to help drive revenue opportunities and customer loyalty. In order to qualify, potential TAPP partners are required to have demonstrated sales and technical assistance delivery capabilities for specific key volume products and must also be a Symantec Partner Program Channel Platinum, Gold, or Silver Partner.
Technical Support Partner Program (TSPP) is an invitation-only partner program deployed in strategically targeted markets. TSPP offers qualified partners enhanced technical and financial rewards, which correspond to its more rigorous participation requirements. TSPP provides qualified partners with the ability to utilize their existing support infrastructure and in-depth knowledge of their customers’ environments to deliver frontline technical support on authorized Symantec Availability products. Symantec partners who participate in TSPP receive technical benefits, including direct access to the Symantec advanced technical support team as well as direct access to Symantec’s internal instructor-led Technical Training and Enablement courses. TSPP invites only qualified Enterprise Channel Platinum Partners or Global Strategic Partners for membership.
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Technical Support
QuestionsVisit PartnerNet to learn more about Technical Support and find Technical Support Partner Tools.
Don’t have a PartnerNet login? See page 33 to find out how to request access.
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PartnerProgramsandBenefits
The Symantec Partner Program (SPP) seeks to deliver superior value, market differentiation, and sustainable revenue opportunities, rewarding partners for their commitment to Symantec.
Symantec Partner Program membership provides:
• Effective engagement with Symantec
• Access to programs and resources to help partners develop new opportunities and grow business
• Training and enablement to help partners extend reach in customer accounts
• Opportunities for market differentiation
Designed to Deliver Value to the Range of PartnersThe Symantec Partner Program features four partner types—Channel, Services, Technology, and Strategic. Within the Channel partner type, there are four membership levels, which provide a range of benefits to reflect each partner’s performance and investment in their relationship with Symantec.
The Benefits of MembershipThe Symantec Partner Program rewards partner investment and performance and offers increasing benefits for Channel partners as they
progress through each membership level. The benefits enjoyed by eligible partners* include:
• SoftwareBenefit programs include Internal Licenses, Evaluation Software, and Not-for-Resale licenses. Please see the Partner Software Benefits Quick Guide.
• Eligible partners are provided 24x7 Priority Technical Support Incidents at no charge. Please see the Partner Technical Support Benefits Quick Guide.
• Training curriculum paths leading to accreditation as a Symantec Sales Expert (SSE) or Symantec Technical Specialist (STS) helps partners validate proven knowledge of Symantec point products through online assessments.
• Participation in Rebate and Incentive programs, where available, to eligible partners in each region.
To learn more about the partner benefits for your region, visit www.symantec.com/partners and select your country from the drop-down list.
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* Benefit availability is dependent upon partner program level and regional and resource availability and may be subject to additional participation requirements.
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PartnerNetAccess program information and benefits, tools, and resources through PartnerNet, which is our central portal for partners provided in a range of local languages to help you grow your business with Symantec.
Don’t have access to PartnerNet?If you don’t have access to PartnerNet, and your company is already a Symantec Partner, a designated user at your company can give you access. If you need to know who to contact, email us at the regional email address that is most relevant to you.
Regional Email Addresses:North America
Europe, Middle East, Africa
Japan & Asia-Pacific
Latin America
Forgotten Your Password?
You can reset your password by clicking the “Reset Your Password” banner on the PartnerNet login page.
Need to Add or Update Contacts for Your Organization?Go to “Manage your account page” on PartnerNet to add or change the details of contacts in your organization. If you are not the primary contact or do not have administrative rights, please request your primary contact to make these changes. Primary contact information is displayed on this page.
How to Join • Visit www.symantec.com/partners.
• Complete the online application form.
• Click through and accept our standard online Symantec Partner Program Agreement.
Once your application is accepted and you are registered in the program, you will be emailed your PartnerNet login information.
Register now to gain the advantage of the tools and resources available exclusively to Symantec partners.
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Partner Programs and Benefits
QuestionsFind a number of helpful resources all in one place.
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Symantec CorporationWorld Headquarters20330 Stevens Creek BoulevardCupertino, CA 95014 USA+1 (408) 517 80001 (800) 721 3934www.symantec.com
Copyright © 2009 Symantec Corporation. All rights reserved. Symantec, the Symantec Logo, and Veritas 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. 7/09 20053769
About Symantec
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