Overview

  • Customer has access to up to four (4) certain predefined remote proactive support options, not to exceed a total of twelve (12) days, during any annual BCS Premier term:

–available to Customer upon request

–subject to the Product Family for which BCS Premier has been purchased

  • Proactive support is coordinated through the account manager and are subject to availability
  • Proactive support is delivered remotely via telephone, email, and if needed, concluded with an online meeting to discuss the findings and deliver any reports

 

BCS Premier Proactive Support Options across Products

Access, Data Insight, eDP, EV, NBU, IA

Description

EV

EDP

IA

NBU

Access

Data Insight

Duration

Disaster Recovery Plan Review and Test

A Veritas Engineer works with the you to prepare Disaster Recovery scenarios for your Veritas products. We will help avoid potential problems and smoothly complete the disaster recovery testing. 

As inputs to this service:                                 

·      Customer to provide initial DR plans

·      Customer & Veritas Engineer finalize DR plan

·      Remote assistance of max 2 days during DR exercise

x

x

x

x

   

1-3 days

Upgrade Assistance

A Veritas Engineer will review a documented upgrade plan with you and provide recommendations for upgrade of a deployed Veritas product from one supported version to another version. Limitations may be required as appropriate by product.

x

x

x

x

   

1-3 days

Product Configuration Review

A Veritas Engineer will provide a detailed analysis of your deployed Veritas product configuration. We use a proprietary data collection process to rapidly document a snapshot of your Veritas ecosystem. The Veritas Engineer incorporates known best practices, the latest technical requirements, your specific business needs, and any known issues into a professional Assessment Report that outlines areas needing attention, their potential impact, and the recommended remediation. Limitations may be required as appropriate by product.

x

x

x

x

   

1-3 days

Feature Overview

A Veritas engineer will provide a technical presentation on a topic chosen in advance in partnership with the customer. This is a great opportunity to discuss new product features, new releases or existing products in the environment.   A maximum number of 3 Feature Overviews per customer per contract year will be provided, with each lasting no longer than 90 minutes.

x

x

x

x

x

x

1-3 days

 

BCS Premier Proactive Support Options – Product Specific

NBU  - Specific

Description

Duration

NetBackup Appliance Configuration Review

The Veritas NetBackup Appliance Configuration Review provides a detailed analysis of your deployed Veritas NetBackup Appliance configuration. Expert configuration assessment is a critical step in identifying potential issues that could impact future stability and archiving. This service is delivered remotely via telephone, email, and an online meeting to discuss the final Assessment Report. The pre-requisite of this deliverable is that the Veritas BCS NetBackup Configuration Review has already been delivered.

1-3 days

 

 

 

EV  - Specific

Description

Duration

Enterprise Vault Storage Inventory

The Veritas Enterprise Vault Storage Inventory provides a comprehensive snapshot of the data currently protected by your Veritas Enterprise Vault installation.  A Veritas Engineer uses a proprietary data collection process to rapidly document a snapshot of your Enterprise Vault ecosystem. Statistics and metrics are provided based on your existing data. This information can be an extremely valuable resource for planning capacity, forecasting growth, evaluating current architecture, and calculating a true ROI.

1-2 days