Neither has it outlined how the companies' products will be merged or which products might be ditched. Symantec declined to say how its support programs might change once the Veritas acquisition is sealed, most likely in March. Veritas offers support contracts that promise many of the same benefits.
#Veritas volume manager price software#
IT complements these contracts with Web-based knowledgebases, e-mail notification services and software upgrades. Symantec says its Premium Platinum or Global Premium Platinum support contracts for products such as its Enterprise Firewall 8.0 for Windows or its Antivirus Corporate Edition include 24/7 support, an unlimited number of service requests and a technical account manager. Symantec recommends that midsize to large enterprise network customers sign monthly Premium Platinum or Global Premium Platinum contracts, where the response time can be immediate. Ninety-five percent of our customers are 'satisfied' or 'very satisfied' with our support." I have talked to a lot of customers on a daily basis, and that certainly isn't the norm. "On the consumer side, the average response time to service requests is 18 hours. "The is totally inaccurate," says Don Oldenburg, senior director of global support for Symantec. Symantec denies having systematic problems in its support organization and notes that about one-third of its 6,000 employees are dedicated to technical support.
"Veritas is much more in-tune to assisting its user base." "A company, small or large, can't wait days to weeks to get a solution if there is a problem," says Lipman, who has used both Symantec's Norton Ghost software and Veritas' Backup Exec. "Veritas' technical support is far superior - this includes Veritas hosting a private, non-Usenet news server," he says.
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