Award-winning support you can trust


Veritas is #1 in data protection 17 years and counting. Our award-winning support staff have been the best in the business for just as long. If you are considering purchasing our products, read about our support offerings below to see which is right for you. Or, if you are an existing customer looking for more detail on support policies and processes, you will find what you need here as well.

Veritas global support offerings

Essential Support
30 minute severity 1 response target, after acknowledgement
24x7 technical support *
Phone, web and knowledge base access
Product updates, upgrades, and fixes

Case management and resolution focus

BCS Remote Product Specialist

(Essential prerequisite)

Designated technical support engineer in product family
Quarterly account and service reviews
Priority escalation management
Technical webinars
Elevated access to more proficient engineers
15 minute severity 1 response target, after acknowledgement
24x7 technical support *
Phone, web and knowledge base access
Product updates, upgrades, and fixes

Case management and resolution focus

BCS Premier

(Essential prerequisite)

Designated support account manager
Proactive remote technical services
Quarterly account and success planning
Priority escalation management
Technical webinars
Elevated access to more proficient engineers
15 minute severity 1 response target, after acknowledgement
24x7 technical support *
Phone, web and knowledge base access
Product updates, upgrades, and fixes

Proactive support focus

* Technical support is provided mainly in English. Commercially reasonable efforts are made to provide support in the local language, based on available resources.
Key
  • Essential Support: All customers
  • BCS Remote Product Specialist: Designated technical support engineer
  • BCS Premier: Proactive support with designated support account manager

Essential Support can be combined with RPS and/or Premier

Additional support-related information

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Support Solutions Handbook

Learn how to best leverage your Veritas Enterprise Support Services contract and get valuable information on how to access the support services available to you.

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Premium support we offer

If our essential level of support does not meet your needs, we offer several premium services that might be of interest to you.

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Business Critical Services - Global Handbook

An overview of support services available from Veritas, as well as information about our Business Critical Services offerings.

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Business Critical Services - Covered Products

Veritas Software eligible for coverage (“Eligible Software”) under Veritas Business Critical Services (BCS) at the Premier and Remote Product Specialist level.

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Business Critical Services - Proactive Support Services

BCS Premier Proactive Support Options across products.

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Appliances

Learn about Appliance support, warranty and other services.

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Business Critical Services Global Handbook

Support policies

Enterprise Technical Support Policy
Global Renewals Policy
Product Life Cycle (End of Life) Policy
Cleared Support Services

Support terms and conditions

Visit Service and License Agreements for Terms and Conditions and Service Descriptions for the following

  • Business Critical Services
  • Support Services Software

Local language support

While English is the primary language used to provide technical telephone support, Veritas also offers local language support in certain non-English speaking regions. For more information, please reference our local language table.

Access to languages is found by clicking the account avatar in the upper-right corner of the screen.

Legacy support handbooks and service descriptions

Legacy Business Critical Services Support Extensions Program
Archived Service Descriptions - Click on the "Archive" tab