Symantec

Symantec Support &
Maintenance Comparison Chart

Business Critical Services
Support Feature Essential Maintenance & Support Advanced Access Remote Product Specialist BCS Premier Dedicated BCE Managed Backup Managed EV
Severity One Initial Response Target 30 Minutes 15 Minutes 15 minutes 15 minutes 15 minutes 15 minutes 15 minutes
Telephone Access to Support Engineers 24 x 7 x 365 24 x 7 x 365 24 x 7 x 365 24 x 7 x 365 24 x 7 x 365 24 x 7 x 365 24 x 7 x 365
Priority Call Queuing   X X X X X X
Caller Entry Point Frontline Adv Team Specialist/Adv Team Adv Team Adv Team MBS Team MEV Team
Designated Callers 6 Unlimited 6 Unlimited Unlimited Unlimited 6
Remote Product Specialist (RPS)     Assigned        
Account Management (BCAM/SDM)       Named   Named Named
Onsite Support Services       X X    
Proactive Assurance Services       X X X X
Account Reviews       Semi-Annual   Semi-Annual Semi-Annual
Reporting       X X X X
15% Education Discount     X X X    
Contractual SLAs           X X
Service Delivery Manager           X X
Major Upgrades         Assistance X X
Service Pack Installs         Assistance X X
Change Management         Assistance X X