Hi Partners,
Welcome to the second newsletter from the Backup Exec Support Team. It’s been a very quick four months since our inaugural edition and as you’ll see we’re making great progress. With your feedback we hope to accelerate that progress and provide 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.
CSAT and Escalation Improvements
Veritas surveys approximately 45 percent of customers who have closed a technical support case.
There are 7 Survey Questions:
- 4 are related to the customers satisfaction of the service provided by the Support engineer
- 1 is related to the customers satisfaction with the online portal
- 1 is related to the customers satisfaction with the Product
The final question is, “Overall, how satisfied are you with the support you received from Veritas on this particular case?” – This question is the key metric used to measure the success of the Service Delivery organisation. Each score is based on a rating scale of 0 to 10:
Overall Satisfaction – We’re extremely proud to say that Overall satisfaction has been consistently over 80% for the last 6 months with escalations now at 1% of global monthly case volume. As you heard in Newsletter 1, we’re continually improving your support experience and seeking your feedback as your opinion is extremely important to us.
BE Certification Program
BE Accredited!
Backup Exec 16 is here, and along with the new product benefits are two new accreditations: Veritas Sales Expert (VSE) and Veritas Sales Expert Plus (VSE+). These sales and presales-level trainings focus on testing your sales acumen with Backup Exec 16. After achieving the accreditations, you’ll have a strong command of what Backup Exec does, and how it helps our customers solve important business problems.
In addition, Veritas Partner Force requires members to maintain “current version or one version back” of VSE and VSE+ accreditations. That means that the Backup Exec 2014 accreditations are now expired. The VSE and VSE+ courses are free, and you can take the accreditation exam online. Access the courses through LearnCentral, available through Veritas PartnerNet.
Backup Exec 16 VSE training and accreditation exam: http://bit.ly/be16-vse
Backup Exec 16 VSE+ training and accreditation exam: http://bit.ly/be16-vseplus
Partner Community
Interested in being a BE community member to find out the latest news on BE or simply want to have your voice heard? Then sign up for the WebEx below – no need to register. Any issues please contact Klaus.Kresnik@veritas.com.
Customer References
Do you have a Backup Exec 16 customer reference?
Veritas Product Marketing is looking for new stories that highlight the business value that the customer got from using Backup Exec. You bring us the facts, we’ll write the story – including your role as Channel Partner delivering goods and services. Customer doesn’t want to be named? No problem, we can work with that too. Contact Andy Spencer at aspencer@veritas.com .
Notification of change to Backup Exec Hashtag
We have changed the hashtags we are using for Backup Exec this week to help with our reporting and identification of our own share of voice within the main #BackupExec hashtag. Going forward we will be using both #BackupExec and #OneBackup in every BE social update we do on Twitter, Facebook and Instagram. Please use both hashtags when sharing an update on Backup Exec in your respective social networks. Thanks!
Upgrading from 2010 R3 to Backup Exec 16
Backup Exec 2010 passed the End of Support Life on 1 February 2017. This means that live technical support for Backup Exec 2010 is no longer available. Technical Support will assist partners and customers who are actively upgrading to Backup Exec 16 from Backup Exec 2010 R3 or newer.
Customers who have active maintenance for Backup Exec 2010, 2012, 2014 or 15 can upgrade to Backup Exec 16 at no extra cost. Customer who have Backup Exec but do not have active maintenance can purchase Backup Exec 16 at a discount of 35% off the MSRP.
Here are a few of the technical resources available to help with upgrades and migrations:
- Video demonstrating the upgrade process for BE15 to 16: https://youtu.be/HeMFVuhMEck
- Navigating the Licensing Portal Article 000116508 with a demonstration video
- How to manually upgrade the Backup Exec database from a previous version Article 000032900
- How to move Backup Exec to another server with a different server name Article 000037013
- How to migrate Backup Exec from one computer to another Article 000021469 (this article includes downloadable PDF instructions)
- Backup Exec Feature Comparison matrix
The Veritas Beta Community - BE 16 FP1 Beta
The Veritas Beta community consists of talented and committed individuals from around the globe. From novice IT personnel to the most experienced network administrators, these users help Veritas produce the best security and performance software solutions in the world. If you’d like to participate in the BE16 FP1 and any future Beta cycles please sign up here: https://vxbeta.veritas.com/
If you’re already registered then log in here: https://vxbeta.veritas.com/key/be16fp1
Upcoming Events
“Are you trying to implement your Backup environment? - Our product specialists will present a demos showing how to update, install or configure Backup Exec’s latest version. Register below to our 45min Webinar and learn how to start protecting your data with the most complete backup solution in the market.”
Option 1 - 10am GMT 20th Feb in English
Option 2 - 11am CET 20th Feb in Spanish
France – D2B (Distributor) Roadshow for partners – http://www.d2b.com/forum-2017-des-nouvelles-technologies-7-villes-8-fournisseurs-it/
If you liked this article, then please use the buttons below to:
1: Give us a thumbs up
2: Share this post with your network
3: Contribute your comments*, questions or success stories
*click the circle (top right) to log-in or register to comment.
