Welcome to the first newsletter from the Backup Exec Support Team. With your feedback we hope to make this a regular update that provides you with everything you need to know about all things Technical Support and show you how your feedback is helping to drive service and product improvements.
Investments and Improvements
Veritas continues to invest in people, process and technology in order improve the overall Customer support experience, here are some of the key initiatives:
Online Support Improvements – WebFirst
At the recent inaugural Veritas Vision conference, the Veritas Support Solutions (VSS) Customer Experience team had a “Design Your Support Experience” booth where Customers had the opportunity to learn about the future WebFirst plans and share their feedback. WebFirst will unify a number of different sites, including Support, MyVeritas and the Licensing Portal, into a single experience:
BE Certification Program - Sales Enablement
With the launch of Backup Exec 16, we’ve updated the Veritas Sales Expert (VSE) and Veritas Sales Expert Plus (VSE+) learning tracks. Partners can deepen their Backup Exec 16 selling skills with online training through Learn Central.
Accreditation is also available: the Veritas Partner Force program requires Mid-Market Backup and Recovery competency Partners (whether at Principal or Expert level) to hold two VSE and two VSE+ accreditations at the current version or one version back. As we have now released the VSE and VSE+ for Backup Exec 16, the accreditations for Backup Exec 2014 have expired, and Partners have until next April to take the new exams.
Log into PartnerNet today, and launch LearnCentral to take the online class and accreditation exam and join the 39 Partners already certified in BE 16.
The VSE track is currently active and the VSE+ track will be live as of December 01st 2017
The Certification path remains a true benefit for Partners:
For more details on the Certification program please visit the Education pages on Veritas.com
The Survey Process for Closed Cases
In an effort to continually improve your support experience we’re always looking for your feedback as your opinion is extremely important to us. When a case is closed Veritas invites you to provide feedback regarding your recent interactions by providing you with a survey invitation from Satmetrix - Satmetrix is managing the process of gathering customer feedback on behalf of Veritas.
The questionnaire asks you to rate the performance of the Support Team, the Product and MyVeritas.
Please continue to send us your feedback and if you’re not receiving the survey links then please let us know by speaking to the owner of your open case or by contacting Customer Care.
BE 16 Podcasts
In addition to all the great content on PartnerNet (via LearnCentral) have you seen some of the podcasts we’ve created for BE 16? From ‘What’s new in BE16’ through to ‘Cloud Integration’ and ‘Instant Recovery’ we’ve got it covered with more podcasts to follow. Using the instructions and xml in the box folder you can quickly and easily download, view and share the podcasts using ITunes.
The Escalation Process
If at any time in the lifecycle of your case you are not satisfied with the level of service you have received, or want to emphasise the urgency of the problem, the Escalation Process will quickly connect you with a Manager that will help bring your issue to closure. Features include:
License Portal Improvements
On Nov 5th the License Portal was updated to remove the requirement to return license keys meaning you can now generate keys as you need without the need to first return license keys. We also created a BE 16 upgrade demo video on YouTube and an upgrade document on the support site which was included as a link in the version upgrade notice sent to customers.
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