Avoid the downtime; avoid the costs
Make sure your technology is doing its best, so you can do yours
Mean Cost of Downtime for Mission
Critical Application by Size of Firm
Q: For your organization’s most mission critical application,
what is your estimated or average cost of downtime per hour?
Source: IDC Storage Quickpoll 2013, n=307
of outages impacting
will be caused by people
and process issues.
Source: Ronni J. Colville and George Spafford “Configuration
Management for Virtual and Cloud Infrastructures”
Symantec Business Critical Services
A single point of contact
who acts as your champion
Proactive help from highly
who help you maximize the
value of your technology
Rapid issue resolution and
access to technical education
for your staff to minimize
Why Business Critical Services Premier is Different
Symantec BCS Premier includes:
A named services
expert designated for
Rapid response issue
resolution by the most
Proactive planning and
Included access to
1 2 3 4
The Business Critical Account Manager –
your champion inside Symantec
Your Business Critical Account Manager (BCAM) gets
to know your business needs.
• Acts as single point of contact for your critical cases
• Customizes Support Services to fit your business
• Coordinates more seamless software upgrades
• Helps organize staff training/education through
Symantec Education Services
A trusted advisor with expert access to Symantec
resources, the BCAM works to help you succeed.
Your issues quickly resolved by
With Business Critical Services, your issues get expert,
priority treatment. Only experienced technicians work to resolve
BCAM oversight helps you get the best Symantec has to offer.
When necessary, you’ll even have onsite engineer response.
Once the issue is resolved, you’ll have case history reports,
root cause analysis, and post-mortem analysis to facilitate
The end result is reduced risk, less impact from failures,
and improved system reliability.
such as escalation management
and prioritized support, as well
as dedicated technical resources
as critical to
% of respondents
CIO Magazine, “The New Reality of Service &
Support” – Value takes center stage
Proactive planning and management
prevents issues and maximizes returns.
A Symantec Business Critical Engineer (BCE) works
with you to optimize your Symantec environment
to suit your business needs.
• Help minimize downtime by identifying potential issues before they
• Use each product feature fully to get the most value from your
In addition, Business Critical Services extends
the support lifecycle of select product families
to give you more time to plan.
strategies focus on
HDI Service and Support Conference,
April 3, 2014
Reduce staff errors, boost staff effectiveness
with Symantec Education Services
Empower your staff to fully utilize product
features and capabilities.
Both instructor-led trainings and online courses are included
to help your staff get the most from Symantec technology.
Staff education will help you:
• Minimize human error
• Increase productivity
• Make fuller, more efficient use of technology
• Eliminate staff knowledge gaps that hamper productivity
Fewer staff errors means less downtime,
which results in lower costs.
Per capita cost for three root causes
of data breaches
Consolidated view (n=277). Measured in US$
Ponemon Institute LLC, “2013 Cost of Data Breach Study:
Global Analysis,” May 2013
Symantec Support is flexible to suit enterprise needs
• A named services expert designated
for your business
• Rapid response issue resolution by
the most experienced technicians
• Proactive planning and risk management
• Included access to Symantec
• Onsite support assistance
• Personalized access to a
designated engineer with
the highest level of
technical expertise for a
Business Critical Services Premier Remote Product Specialist (RPS)
Business Critical Services
• 24/7 access to technical support engineers
• Regular maintenance to keep your environment current
A named services expert to help you manage your support experience.
Experienced technicians to help you tune your Symantec technology.
Rapid, priority response by product experts, onsite if necessary.
Access to instructor-led training and a vast library of online courses.
Product features optimally utilized to get the most from your
Experts working with you to help prevent issues—and there to help
if they occur.
A rigorous, proactive
for the large