Business Critical Services

Business Critical Services
Secure greater value

Business Critical Services extends beyond rapid break-fix technical support with proactive services and specialized support staff that develop an in-depth understanding of your business IT needs: stabilizing your infrastructure, optimizing your IT operations, rapid response when you need it. That’s more than just support—that’s Business Critical Services.

BCS Premier

Business Critical Services Premier is Symantec’s premium Support Services offering, designed to simplify support, maximize return and protect IT infrastructure. Simplify your support experience with a Business Critical Account Manager. Maximize the return from your technology investment with best-practice implementations that efficiently use all the product features you need. Protect yourself from downtime with proactive planning and risk management. Speed issue resolution with priority access to experienced technicians.

Gain a champion inside Symantec.

Get expert proactive support from your Business Critical Account Manager (BCAM) who understands your business needs
Acts as a single point of contact for your critical cases
Customizes Support Services to fit your business needs
Coordinates more seamless software upgrades and migrations
Helps organize staff training/education through Symantec Education Services
Acts as a trusted advisor to help you succeed

Speed issue resolution with priority access to experienced technicians.

If it breaks, we fix it. Your issues get priority treatment
Only highly experienced technicians are assigned to resolve your issues—onsite if necessary

BCAM oversight helps you get the best Symantec has to offer
Post-issue, you’ll have case history reports, root cause analysis, and post-mortem analysis for continual improvement

Reduces risk
Mitigates the impact of failure
Improves stability and reliability

Win with proactive planning and management.

A Business Critical Engineer (BCE) works with you to optimize your Symantec environment to suit your business needs
Support extensions for select product families give you more time to plan
Minimizes downtime by identifying potential issues before they impact performance
Use each product feature fully to get the most value from your software investment

Maximize staff effectiveness with Symantec Education resources.

Empower your staff to fully utilize product features and capabilities
Instructor-led trainings and online courses will help your staff get the most from their Symantec technology
Less human error
Increased productivity
Fuller, more efficient use of technology
Reduction of staff knowledge gaps that hamper efficiency[BCS Premier]BCS Remote Product Specialist

The Symantec Business Critical Services Remote Product Specialist offering includes an assigned, advanced-level product expert to personalize your support experience.

In addition to priority call queuing, you’ll have access to the product expert who will understand your products and has a deep understanding of your unique IT environment. In the event of an unplanned outage, this hands-on knowledge helps your environment get back online as quickly as possible.

Key Benefits

Direct access to an assigned engineer with deep product expertise and personalized knowledge of your IT environment
Priority call queuing and expedited access to our advanced line support engineers
Access to the Business Critical Services premium website
Rapid-issue diagnosis and problem resolution

Proactive Services

Proactive services help you avoid future downtime with product configuration reviews, migration/upgrade assistance, and optimization services. These services are included in Business Critical Services Premier and are also available separately.

Product configuration reviews are designed to optimize select Symantec product configurations within your environment.
Migration/upgrade assistance helps you reduce risk and delays when migrating select Symantec products from one physical platform, virtual location, or product version to another.
Optimization services help you get more out of your Symantec solutions by evaluating policy compliance and deviations from standard policies, by assessing security exceptions to identify potential security impact, and by tuning database size and log retention standards.