Support Fundamentals

Everything you need to know about obtaining Technical Support from Veritas

Enterprise Support Services offers a portfolio of options designed to maximize uptime and reduce your internal IT costs. Our Support organization is dedicated to resolving your issues quickly and effectively. We view every support engagement as an opportunity to demonstrate our commitment to customer satisfaction. You can count on us to help you receive the most from you Veritas technology investments.

The following documentation has been made available to help you quickly address questions relating to your terms of service.

Global End of Life Policy
The new Veritas EOL policy provides a product specific lifecycle tailored to the way our customers deploy our products.  The new policy is aligned to how Veritas products are refreshed so that the customer receives the maximum benefit of Veritas support without the need to raise support exception requests.
Veritas End of Life Policy (PDF) and Veritas End of Life Table (PDF)

Enterprise Technical Support Policy
The Policy describes the Support Services we provide to business customers for Software covered under active Support Agreements.
Technical Support Policy (PDF) - English

Enterprise Support Services Handbooks
Select the handbook for your service offering below to learn more about how to best leverage your Veritas Enterprise Support Services contract and valuable information on how to access the support services available to you.
Essential Support and Basic Maintenance Handbook (PDF)
Business Critical Services Handbook (PDF)

Global Escalation Process Guide

Veritas is committed to delivering high-quality products and support to our enterprise customers and partners. In the event that you need to escalate a case, our senior technical staff is ready and available to help you quickly bring your issue to closure.
Global Escalation Process Guide (PDF)

Support Terms & Conditions
Select a service offering below to learn more about the terms and conditions of a particular support level.
Basic Maintenance/Essential Support (PDF)

Business Critical Services

Remote Access Standard Terms
In order to help you resolve technical issues, Veritas may offer remote diagnostics and troubleshooting. Before implementing such remote access we will require your express consent to the service terms.
Remote Access Standard Terms (PDF)

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.
Local Language Support Table (PDF)

Support Extensions
The Support Extensions Program is a suite of services designed to meet the changing support needs of customers on older versions of our software. For details on the services and the products covered, please visit:
Supported Products Page
Support Extensions Home Page

Courtesy and Temporary Entitlement Support
Please review accompanying document for terms and conditions regarding Veritas Enterprise courtesy and temporary entitlement support.
Courtesy Support Terms and Conditions (PDF)

Renewing Support Contracts
The Global Enterprise Renewals Policy provides renewal guidelines for our Enterprise customers and includes useful renewal-related information on pricing, term, SKU guidelines, reinstatement and compliance.
Global Renewals Policy (PDF)

To find out more about Veritas Contracts, visit our Support & Maintenance Services

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