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Your maintenance contract is like an insurance policy. It entitles you to more than just being able to contact Support by telephone or logging a case online. A valid contract provides you with cover for the quantity of software licenses you own for the period of the contract (usually one year). Benefits include:
By renewing on-time, you ensure that you continue to receive these key benefits, and protect your investment. If you have any questions, please see the Renewal FAQ document, contact your Partner, or call Customer Care.
Maintenance and Support is available on all Veritas software and appliance products; you should review the type of support available for your product version here: Veritas EOL website. A Maintenance/Support contract is an agreement between you and Veritas for a period of time (typically 12 months), that will provide your organization with access to technical support analysts who will help resolve issues, upgrade assurance, delivery of security patches and fixes, new software versions that contain product enhancements, and an extensive on-line knowledge base for self-service ability to browse known solutions and recommendations.
The Veritas Entitlement Management System (VEMS) provides you a listing of your company’s entitlements that have active Maintenance/Support contracts and provides additional information you may find helpful such as entitlement ID, expiration date, type of maintenance, and proof of purchase information.
To access VEMS, click the Veritas Support ‘Licensing’ option.
The Veritas Entitlement Management System (VEMS) is able to show which entitlements have active maintenance contracts, and can provide you with the information you need to renew (Entitlement ID, expiration date, type of maintenance, proof purchase information, etc.).
For more information, see the “Service Contract Renewals” section in the VEMS online Help or in the VEMS User Guide.
You may be asked for a proof of purchase of the original license(s) to determine eligibility. You can find your Proof of Purchase Certificate in the Veritas Entitlement Management System (VEMS). The certificate contains your IB (Installed Base) reference number that has been assigned to your company.
You may need to update your product by updating the license key in the product with a license key that contains the updated maintenance contract dates. The process to update your product will be specific to the product. The version upgrade notification along with the product’s documentation available on Veritas Support will provide the information required to upgrade the product.
For more information, see the “Version Upgrades” section in the VEMS online Help or in the VEMS User Guide.
Your Veritas Renewal Sales Account Manager or designated Veritas Channel Partner want to make your renewal a seamless event and will reach out to you prior to the expiration of your existing contract. If you would like to talk to them at any time, you can contact them directly if you have their contact details, or send an email to Customercare@veritas.com, and they will contact you.
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Renewing your Veritas product maintenance/support contract is an important process and one that should be initiated by either your Veritas renewal sales account manager, or approved Veritas channel partner, who will send you a maintenance quote covering the next 12-month period, in advance of your current maintenance contract expiration date. You may request a multi-year maintenance/support quote, however, the purchase of a multi-year Maintenance/Support term is not a guarantee of Maintenance/Support availability during the pre-purchased term, depending on the Veritas Product Life Cycle and software version or appliance model you are using.
If you have multiple maintenance contracts, you should consider having them combined and aligned to a single date for convenience and easier budgeting purposes.
Review your designated technical support contact information in Veritas Entitlement Management System (VEMS). Only designated individuals at your company are eligible to call in to receive technical support, so it is important to keep this current.
The Licensing Portal is able to show which entitlements have active maintenance contracts, and can provide you with the information you need to renew (Entitlement ID, expiration date, type of maintenance, proof purchase information, etc.).
You should receive notifications of your upcoming renewals prior to the expiration date of your current maintenance/support contract. You should also receive a renewal quote prior to your current contract’s expiration date. If you are not in receipt of these, please contact your Veritas Renewal Account Manager, or send an email to Customercare@veritas.com to update your contact details.
Veritas Quick Assist is a multi-product diagnostic tool designed to identify common issues; gather data for support assisted troubleshooting; provide licensing information (for certain products you can use Veritas Quick Assist to view the licenses you have installed and the status of your maintenance contracts); identify suspicious files and link to other customer self-help and support resources.
If you have purchased software licenses and associated maintenance contracts on multiple dates, you will have maintenance contracts with different end dates. You may be able to align your maintenance contracts to a single renewal date to make your future renewals easier. This process is often referred to as “co-terming”. Please contact your Veritas Renewal Sales Account Manager for further information.
You can renew your maintenance contract at any time prior to the maintenance end date, however, the maintenance start date is always the day after your current maintenance/support contract expiry date.
The minimum period for a maintenance contract is one year which must be purchased and paid for in full upfront. Generally, renewal costs cannot be spread over the course of the renewal period; however you should check with your reseller about possible payment options.
Yes, but not all Veritas products have this option. The usual maintenance contract period is one year. Your reseller will be able to advise you on the maintenance options available for your product.
Yes, if you choose to purchase additional years of maintenance up front at the same time as your initial license and maintenance purchase. For more information, consult our Support Renewals Policy.
Go to the Support Renewals Policy
It depends on the following conditions: if the additional software licenses you are purchasing are sold with maintenance already included (bundled) then, yes, the incremental number of licenses will be covered by maintenance. If the additional software licenses are sold separately from their maintenance contract, then you will need to purchase additional maintenance. However, in both cases, the maintenance end date for these new licenses will be different to the maintenance end date of your original purchase so you may wish to enquire about aligning both end dates to a common end date if possible. Your reseller will be able to advise you on your purchases to ensure that you have adequate maintenance coverage.
Yes, maintenance can be purchased within the defined period of time per Veritas policy without penalty, provided that the original software version purchased is still supported. In this case, the maintenance contract start date will match the purchase date of the original software. For more detailed information, consult our Support Renewals Policy.
Go to the Support Renewals Policy
Yes, you may reinstate a lapsed contract. Reinstating maintenance involves paying for the lapsed period of Maintenance/Support plus a reinstatement fee equal to 25% of the total lapsed time, with a minimum of one month; calculated using the end user price on the applicable price list. The period of lapsed time will be calculated from the expiration of the previous Maintenance/Support term to the effective date of reinstatement.
In the event that Appliance Support has lapsed for more than 90 days, or you did not originally purchase Appliance Support and more than 90 days have passed following shipment of the Appliance to your designated shipping location, then Veritas will require your Appliance to be qualified as service-ready before Appliance Support can be reinstated or purchased, respectively. To qualify as service-ready, you must meet all applicable requirements set forth by the service team to confirm that your Appliance is eligible for Veritas Appliance Support.
You should contact your reseller to initiate your renewal transaction. To qualify for renewal pricing, your Veritas maintenance contract period must be continuous and you should renew prior to your renewal expiration date.
Follow our How to Renew steps to find out more. (See “How do I renew?” section above)
A Renewal ID is an identification number assigned by Veritas that tracks each eligible renewal. It allows Veritas to automatically link your maintenance contract to the correct software licenses and apply the correct maintenance start and end dates. You will find your renewal ID on your Veritas renewal notification emails and renewal quotations.
You may need to update your product by updating the license key in the product with a license key that contains the updated maintenance contract dates. To process to update your product will be specific to the product. Here are the general steps –
If you require further assistance, contact Customer Care.
Veritas has a published Product Life Cycle Policy which is found at http://go.veritas.com/support-fundamentals. You will find each individual product version and known dates for each phase of the product life cycle at: Veritas EOL website.
The policy specifies the length of time support will be available for Veritas software from when the product or version is available to the time the product is no longer supported. Veritas customers can use this site to track how long their version and release of a product will be supported. Using the information on this site, you will be able to effectively plan your software investment, without any gaps in support.