Hi,
As you mentioned correctly that BEforum does help in sharing knowledge and experience of our Global Veritas customers including the Veritas Support engineers.It does help in cases where you have normal issues about the Veritas product and direct close ended queries.Here the cases dont necessarily depend on logs and are usually not so critical cases.A customer can get a direct answer to his query and also take advantage of other workarounds given by so many other Veritas customers.This will create a large database for future reference to our customers.
For the critical cases or where by our customers require quick resolution, the Direct Assist feature is Open to all for a faster solution to all the issues.
http://support.veritas.com/Solutions/directassist.htm
You can also take advantage of our Phone support medium.The resolution provided through this medium is fast and time saving.
The error/problem can be resolved by a one-to-one interaction with the support executive.
You can see a list of support numbers at our support web site:
http://support.veritas.com/prodlist_path_phone.htm
Thus we feel that our customers (you may call them older or newer) have the options, to avail any kind of support, they wish to go for.
Our Goal is to support our valuable customers and resolve their issues through any medium
Hope this answers your query.Feel free to revert back, if you have any issues with the Veritas Backup exec product and we will be glad to assist you.