Q: What is the difference between essential maintenance and basic maintenance?
A: Basic maintenance is support that is provided from 9-5 business hours, 5 days a week. Essential maintenance is support that is provided 24 x 7 and with a quicker response time.
Q: What do I need to renew from the box product to a licence?
A: If you contact the renewal department at renewals@bluesolutions.co.uk and provide the product that you are currently running, the end user details and the licence ID. To obtain the licence ID you will need to contact Symantec and tell them the retail box serial number and they will then give you the licence ID for renewal.
Q: How long before and after can I renew a licence?
A: Symantec operate with a grace period of 60 days. This is a 60 day period before the expiry date and a further 60 days after the expiry date. When the renewal is purchased it will always be dated to the existing expiry date.
Q: What is the difference between Gold and Basic Maintenance?
A: The name for support was changed last year when the program was changed to express. It used to be called gold support and now it is called basic maintenance and it is the exactly the same.
Q: What does anti virus corporate contain?
A: Advanced enterprise-wide virus protection and management from a single console. Provides continuous virus and spyware protection. This cannot be used for exchange servers.
Q: Does Backup exe small business includes SQL?
A: This does include SQL and exchange.
Q: I require the new Endpoint Protection but need to cover the exchange. Is this included in Endpoint?
A: The only products that cover the exchange are Endpoint Small Business and Multi Tier version 11. However if the customer has already purchased the endpoint protection then they can purchase anti spam add on for mail security to cover the exchange.
Q: What exactly are the new anti virus products and what do they contain?
A: All the corporate antivirus products are now Endpoint protection and the enterprise products are Multi Tier version 11. The Endpoint Protection contains antivirus, antispyware, firewall, intrusion prevention and device control. The Endpoint small Business Edition contains all of endpoint protection and also mail security for exchange. The Multi Tier protection includes Endpoint protection, mail security for exchange, mail security for notes/domino and mail security for SMTP.
Q: If I have bought Backup Exec without maintenance, can I purchase this seperately?
A: There are 2 options for a customer. They can either contact the Symantec Technical Support number and pay a one off fee or purchase the maintenance separately and back date this to the time of purchase.
Q: A customer has Corporate Edition and now requires extra users. Can they add or do they need to cross grade into Endpoint?
A: The customer can simply add the users as a new licence. There is no 'co-termination' as such, unlike Trend or Panda. The customer can continue to run Corporate Edition or change all their licences to Endpoint.
Q: I have a customer who has 6 servers that backup to a main storage server. They do not want to perform large backups on a certain time period, but rather backup when any live changes occur. Whic is the best product for this?
A: The product that they need is continuous data protection, which is now included in Backup Exec. The Continuous Data Protection provides reliable, fast, disk-based data protection that continuously backs up transition logs and assigns user designated recovery points to eliminate the daily backup window. This product also allows each recovery point to be easily opened and browsed for restoration of a specific document or email in minutes.
Continuous Data Protection provides protection for windows based file servers, Microsoft Exchange Servers, SQL Servers and desktops and laptops. Also, with Backup Exec Retrieve for File Servers, the end users can quickly retrieve their own files without IT intervention.
Q: Is there a Backup Exec for VMware?
A: VMware is an advanced virtualization software that enables users to virtualise their existing server hardware. Assuming VMware is running on a Windows Server...below is an example of how to licence:
Customer has one physical server running the following: Windows Server, VMware, SQL on virtual machine A and Exchange on virtual machine B. The customer will need to purchase the following:
Licences:
Host Server - 1x Backup Exec for Windows Server
Virtual Server A - 1x Backup Exec for WIndows Remote Agent / 1x SQL Agent
Virtual Server B - 1x Backup Exec for Windows Remote Agent / 1x Exchange Agent
Q: Does Backup Exec Small Business include SQL?
A: Yes, this does include SQL and Exchange
Q: What is the difference between Basic and Essential Maintenance?
A: Basic maintenance is support that is provided from 9-5 business hours, 5 days a week. Essential maintenance is support that is provided 24 x 7 and with a quicker response time.
Q: What is the difference between Basic and Gold Maintenance?
A: The name for support was changed last year when the program was changed to express. It used to be called gold support and is now basic maintenance.
Q: A customer has Corporate Edition, but doesn't want to renew as Endpoint protection
A: The customer has to renew as Endpoint Protection as all the antivirus corporate and enterprise editions have been discontinued and made end of life. However they can still run as the corporate edition by renewing as endpoint protection and then they will need to phone Symantec customer service on 02077440367 and they will give a special key so they can keep running the old antivirus product.
Q: A customer has 20 users and 5 servers. They want the users to have Endpoint Protection and the servers to have Multi-Tier protection. Will this work?
A: This will work. The Multi-Tier protection contains the same products as the Endpoint protection, but with 3 additional products.
Endpoint Protection - Antivirus, Anti-spyware, Firewall, Intrusion Prevention, Device Control
Multi-Tier Protection - Endpoint Protection, Mail Security for Exchange, Mail Security for Notes/Domino, Mail Security for SMTP
Q: I require the Endpoint Protection but need to cover the exchange. Is this included in Endpoint?
A: The only products that cover the exchange are Multi Tier Protection Small Business 11.0.2 and Multi Tier version 11.0.2. However, if the customer has already purchased the endpoint protection then they can purchase anti spam add on for mail security to cover the exchange.
Q: I have received my certificate but there is no expiry date
A: Check the product that you have ordered as it might not contain maintenance. It's only the maintenance that will have an expiry date.
Q: I have just received my licence certificate for Backup Exec 12 windows server with Agent for Windows, Agent for Exchange Server, Agent SQl Server and Agent for Active Directory. However some products have 2 licence keys and others only have one. Is this correct?
A: This is correct that certain products have 2 licence keys with the availibilty products. The main reason that these products have the two licence keys is that one is for the licence and the other is for the continuous protection within the product. So in this scenario for technical reasons they will need 2 licence keys for the Exchange, SQL and Active Directory.
The continuous data protection within the Exchange Agent eliminates the daily backup window for Exchange backup jobs while still allowing recovery of individual messages, folders and mailboxes in seconds.
The continuous data protection with the SQL agent works the same way as the exchange be eliminating the daily backup window and this eables the recovery of database transactions that have been made right up to the time of failure.
The Active Directory Agent reduces the time to recover from small disasters. This can restore objects without rebooting Active Directory domain controllers.
Q: Where can we get media for Symantec products when you have none in stock?
A: A customer can download the media direct from the website below, as long as the customer has a valid key to enter.
Q: What are the migration paths from old antivirus products to Endpoint and Multi-Tier version 11?
A:
Antivirus Corporate Edition / Client Security is now Symantec Endpoint Protection
Antivirus Enterprise Edition is now Symantec Multi-Tier Protection
Antivirus with Groupware Protection / Client Security with Groupware Protection is now Symantec Multi-Tier Protection
Q: What exactly are the new Antivirus products and what do they contain?
A: All the corporate antivirus products are now Endpoint protection, corporate antivirus products with Groupware are Multi-Tier Small Business and the Enterprise products are Multi-Tier version 11.
Endpoint protection - Antivirus, Anti-spyware, Firewall, Intrusion Prevention and Device Control
Multi-Tier Small Business - Endpoint Protection and Mail Security for Exchange
Multi-Tier Protection - Endpoint Protection, Mail Security for Exchange, Mail Security for Notes/Domino and Mail Security for SMTP
Q: What do I need in order to renew from the box product to a licence?
A: You need to provide the product that you are currently running, the end user details and licence ID. To obtain the licence ID you will need to contact Symantec and tell them the retail box serial number and they will then give you th elicence ID for renewal.
Q: How long before and after can I renew a licence?
A: Symantec operate with a grace period of 60 days. This is a 60 day period before the expiry date and a further 60 days after the expiry date. When the renewal is purchased, it will always be dated to the existing expiry date. They can't renew the licence after 60 days.
Q: A customer wants to renew and purchase extra licences at the same time.
A: When a customer needs to renew and purchase extra users, banding becomes inportant. They are not treated as separate lines of an order but the number of users on each line need to be added together and then use the banding that corresponds to that.
Example:
Renewal 20 users - Band A
Additional 10 users = Band A
20 + 10 = 30 Band B
Both lines will need to be ordered with the Band B pricing.
Q: Does Symantec have anything similar to Software Assurance where a customer will get the latest version of a new release of the product?
A: If a customer has valid maintenance, whether basic or essential, they can upgrade when a new release comes out for free.
