Maintenance Contract Questions

[Pike]

We bought an SBS server with Backup Exec 2012 Small Business Edition early last year, now the Backup Exec maintenance license is due to expire in a couple of months and we have a few questions:

What are the exact benefits of the maintenance license (I can't seem to find that information anywhere)?

Can we still install the latest hotfixes and service packs if we don't extend the license?

Does it affect receiving support from Symantec, and if so how much support can we receive with and without a maintence license?

Thanks in advance.

[CraigV · Accepted solution]

Hi,

Maintenance licenses allow you to upgrade to newer versions for free, and you get official support.

You can install HF and service packs, no worries. The core functionality of BE doesn't stop.

You won't receive support from Symantec, or might be expected to pay for it. Your support level would depend on the level of maintenance you have with them.

Thanks!

[VJware]

For more detailed information on maintenance, log in to https://mysupport.symantec.com & you can have a look @ the Enterprise Support Services Handbook.

[teiva-boy]

Without a valid support contract, a Symantec support person, wont even give you the time of day.  With a valid and current support contract, you can call into support all day long and get service.

With valid support you can also qualifiy for upgrades to the newest version of BE like 2013 or whatever they may create in a few years.  Without, you're stuck with what you bought and have no support going forward if something breaks.

Think about it, support is 18-22% of the list price.  That per year is still cheaper than buying new.  Why wouldn't you renew?  Some customers I run into are so short-sighted and think they will not need maintenance/support...  Unitl it breaks.  It's cheaper to renew in the long run ;)

[Sym-cr]

About Backup Exec maintenance contract information

http://www.symantec.com/docs/HOWTO73271

Updating expired maintenance contracts

http://www.symantec.com/docs/HOWTO74398

Viewing Backup Exec maintenance contract information

http://www.symantec.com/docs/HOWTO73272

Also, for quick reference and understanding check the below mentioned link:

Backup Exec 2012 displays a License and Maintenance Warning if the serial number(s) for maintenance contract(s) are not entered in the Installation Wizard.

http://www.symantec.com/docs/TECH188587

[King_Julien]

Not all support contract levels are covered 24x7. Some contracts are 9x5. 

Regards.

[CraigV]

...teiva-boy wasn't being literal...he was being figurative, ie. with support you can get support anytime, and obviously within the maintenance you buy!

THanks...