Licensing process

Maintenance and Support Renewals

   

Maintenance and Support Renewals

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 licences you own for the period of the contract (usually one year).Benefits include:

  • Software Assurance: Delivery of important software updates ensure that your product works optimally and is kept up to date with the latest technology innovations and improvements.
  • Cost Saving: Veritas continually brings technology advances to your software investments so that you get ongoing product performance and other improvements. A valid support contract for your Veritas product entitles you to free software version upgrades for any new release of that particular product or its successor. Version upgrades are delivered to your Veritas Entitlement Management System (VEMS) account. VEMS Users will receive an email when the new release is available.
  • Expert Problem Solving: Get expert help when you need it (e.g. 24/7 for Essential Support) and however you prefer to access it (online or phone). We're here to ensure that your IT environment has maximum uptime and data protection at all times.

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.

Renewal FAQ Updates

What is a maintenance contract?

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 organisation 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 online knowledge base for self-service ability to browse known solutions and recommendations. 

Can I request a listing of all my active contracts?

The Veritas Entitlement Management System (VEMS) provides you with 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, expiry date, type of maintenance, and proof of purchase information.

To access VEMS, click the Veritas Support ‘Licensing’ option.

How do I know when my maintenance contract begins and ends?

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 of purchase information, etc.).

For more information, see the "Service Contract Renewals" section in the VEMS online Help or in the VEMS User Guide.

What constitutes Proof of Purchase and why does Veritas require Proof of Purchase for a renewal purchase?

You may be asked for a proof of purchase of the original licence(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.

How do I update my product following my renewal?

You may need to update your product by updating the licence key in the product with a licence 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.

Who do I contact if I have questions regarding renewing my maintenance/support contract?

Your Veritas Renewal Sales Account Manager or designated Veritas Channel Partner wants to make your renewal a seamless event and will reach out to you prior to the expiry 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.

Thank you.  We appreciate your business.

How do I renew?

How do I renew?

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.

Understanding my maintenance status

Can I request a listing of all my active contracts?

The Veritas Entitlement Management System (VEMS) provides you with 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, expiry date, type of maintenance, and proof of purchase information.

To access VEMS, click the Veritas Support ‘Licensing’ option.

How do I know when my maintenance contract begins and ends?

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, expiry date, type of maintenance, proof of purchase information, etc.).

What should I do if I am not receiving a renewal notification e-mail or a renewal quote?

You should receive notifications of your upcoming renewals prior to the expiry date of your current maintenance/support contract.  You should also receive a renewal quote prior to your current contract’s expiry 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.

What is Veritas Quick Assist and how can it help me understand my maintenance contract status?

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 licences you have installed and the status of your maintenance contracts); identify suspicious files and link to other customer self-help and support resources.

Planning my renewal

Can I align end dates for different maintenance contracts?

If you have purchased software licences 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.

I want to plan and budget for my renewal purchase, when is the earliest I can renew?

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.

Can I spread my renewal costs over the course of the renewal period?

The minimum period for a maintenance contract is one year which must be purchased and paid for in full up front.Generally, renewal costs cannot be spread over the course of the renewal period; however you should check with your reseller about possible payment options.

Can I purchase a maintenance contract for a duration that is longer than one year?

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.

Can I purchase maintenance contracts for consecutive years at once?

Yes, if you choose to purchase additional years of maintenance up front at the same time as your initial licence and maintenance purchase. For more information, consult our Support Renewals Policy.

Go to the Support Renewals Policy

If I purchase more software licenses, is maintenance automatically included?

It depends.If the additional software licences you are purchasing are sold with maintenance already included (bundled) then, yes, the incremental number of licences will be covered by maintenance.If the additional software licences 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 licences 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.

I did not purchase maintenance when I purchased my software licenses, can I purchase it now?

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

Is it possible to reinstate a lapsed maintenance contract?

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 expiry 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.

My renewal purchase

How do I renew my maintenance contract?

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 the "How do I renew?" section above)

What constitutes Proof of Purchase and why does Veritas require Proof of Purchase for a renewal purchase?

You may be asked for a proof of purchase of the original licence(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.

What is a Renewal ID?

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 licences and apply the correct maintenance start and end dates.You will find your renewal ID on your Veritas renewal notification emails and renewal quotations.

After renewing – what's next?

How do I update my product following my renewal?

You may need to update your product by updating the licence key in the product with a licence key that contains the updated maintenance contract dates.The process to update your product will be specific to the product.Here are the general steps –

  1. Using your product's console, identify the legacy serial number or the new entitlement ID for the activated licence
  2. Log into the Licensing Portal via your MyVeritas account.
  3. Go to the Entitlements page and search for the entitlement that corresponds to the activated licence using the legacy serial number or the entitlement ID.
  4. Once found, go to Product Information page by clicking on the Entitlement ID link.
  5. Click on the Get Key button for the version of the product deployed.
  6. Click the link to key links until you locate the key that was used to activate the licence.
  7. Click the return key link, making sure you note the quantity that was associated with the licence key.
  8. Click the Generate button to generate a new key with the same count as the key just returned.
  9. Save the key to the local system and follow the steps within the product to replace the expiring licence key with this new key.

If you require further assistance, contact Customer Care.

How do I know when my Veritas product needs to be updated?

Veritas has a published Product Life Cycle Policy, which is found on http://go.veritas.com/support-fundamentals.  You will find each individual product version and known dates for each phase of the product life cycle on:  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.

Supporting Options: Support