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$140 Backup exec (NFR- Not For Resale) - Technical phone support addon

So i have purchased this NFR perpetual licence from the below. Can i purchased technical phone assistance? If so where? 

It says "NFR products do not include telephone assistance with product issues or add-ons; however, free online technical support is available at the Veritas Website through its knowledge bases and discussion forums." I would imagine its possible to still purchase technical phone support but resellers are not familiar with the  cheap NFR backup exec licence.

 

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Re: $140 Backup exec (NFR- Not For Resale) - Technical phone support addon

We have had a charity/non-profit organization version for Backup Exec (provided as an NFR) available for a number of years and versions but not in all countries of the world. If you look at the information within the website posted it does define the rules for eligibility (in one of the tabs)

With regards support cases, we do help such customers via these forums, but as it states you would not be eligible for more formal support mechanisms as such if you run into an issue that is too complicated for web-assistance then you would need to purchase a full edition of the product via one of our resellers to have that kind of support. (if using a non-profit NFR then would suggest one of the capacity based editions as you may be using something that gets disabled if you go a-la-carte when changing to a full edition). If you are having problem with our resellers not being familar with this type of non-profit NFR, then it is possible our customer care can help. You can speak to our customer care team about this sort of thing using the support phone number even if you do not have current product maintenance/support.  https://www.veritas.com/content/support/en_US/contact-us.html

Note: If your issue relates more to training and not a specific product problem then you might want to use our education services https://www.veritas.com/services/education-services

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Re: $140 Backup exec (NFR- Not For Resale) - Technical phone support addon

This is the first time ever that I've heard of a company issuing NFR licenses at a cost. Even though they call it an 'Admin Fee'. 

I have been working for Veritas/Symantec/Veritas resellers and Distribution for 20 years.
NFR keys have only been made available to resellers/partners at no cost.

You will need to reach out to Veritas Customer Care to enquire about Support:

 Locate Customer Care center for your region: 
https://www.veritas.com/content/support/en_US/contact-us.html.

Accepted Solution!

Re: $140 Backup exec (NFR- Not For Resale) - Technical phone support addon

We have had a charity/non-profit organization version for Backup Exec (provided as an NFR) available for a number of years and versions but not in all countries of the world. If you look at the information within the website posted it does define the rules for eligibility (in one of the tabs)

With regards support cases, we do help such customers via these forums, but as it states you would not be eligible for more formal support mechanisms as such if you run into an issue that is too complicated for web-assistance then you would need to purchase a full edition of the product via one of our resellers to have that kind of support. (if using a non-profit NFR then would suggest one of the capacity based editions as you may be using something that gets disabled if you go a-la-carte when changing to a full edition). If you are having problem with our resellers not being familar with this type of non-profit NFR, then it is possible our customer care can help. You can speak to our customer care team about this sort of thing using the support phone number even if you do not have current product maintenance/support.  https://www.veritas.com/content/support/en_US/contact-us.html

Note: If your issue relates more to training and not a specific product problem then you might want to use our education services https://www.veritas.com/services/education-services

Re: $140 Backup exec (NFR- Not For Resale) - Technical phone support addon

Hi Colin, Many resellers are unaware of this licence which makes purchasing for non for profit/ charity organisations difficult from a licencing and support perspective.

It is dissapointing to hear that purchasing yearly support as an optional addon to the NFR licence is impossible, but glad to know that NFR customers are not left in the dark getting some form of technical support through this forum.

Thank you Colin for clearing up the confusion