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 licenses 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 Licensing Portal account. License Portal contacts will receive an email when the new release is available.
  • Expert Problem Solving: Get expert help when you need it (e.g. 24x7 for Essential Support) and how you prefer to access it (online or phone). We’re here to ensure 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?

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:

  • 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 Licensing Portal account. License Portal contacts will receive an email when the new release is available.
  • Expert Problem Solving: Get expert help when you need it (e.g. 24x7 for Essential Support) and how you prefer to access it (online or phone). We’re here to ensure your IT environment has maximum uptime, and data protection at all times.
What is a renewal?

Prior to its expiry date, your maintenance contract must be renewed to continue receiving the benefits. This action is called a “Renewal”. Once you renew your maintenance contract, you will receive a new License Certificate which will specify your new maintenance end date.

What happens if I don’t renew?

You will no longer be able to receive the benefits of the maintenance contract. You will no longer have access to product updates, you will be required to purchase new licenses when you upgrade you product, and you will no longer have access to technical support.

How do I know when my maintenance contract(s) are about to expire?

Veritas has various methods of alerting you that a maintenance contract is about to expire.

  • Your License Portal account will be able to show which entitlements have active maintenance contracts, and their expiration dates.
  • Renewal notification e-mails are sent to customers starting 60 days prior to the contract’s expiry date.
  • Some products display maintenance information and will alert you via the product’s management console.

How do I renew?

How do I renew?

Step 1: Identify the maintenance contract(s) requiring renewal. Decide if you would like to align their contract end dates. If you have multiple maintenance contracts, it may be possible to align your contract end dates to a single date.

  • Learn how to identify maintenance contracts requiring renewal. (See “How do I know when my maintenance contract(s) are about to expire?” in section above.)
  • Find out how to align your maintenance contract end dates. (See “Can I align end dates for different maintenance contracts?” in section below.)

Step 2: Gather your Proof of Purchase details. Proof of Purchase information is required by Veritas validate your license ownership and determine whether you are entitled to purchase ongoing maintenance.

  • Find out more about Proof of Purchase. (See “What constitutes Proof of Purchase and why does Veritas require Proof of Purchase for a renewal purchase?” below.)

Step 3: Plan your future business needs. Renewal time is the ideal opportunity to review your usage trends and assess your future licensing needs to determine if you need to purchase any additional licenses or upgrade to a more fully-featured product. Your reseller will be able to advise you on options to suit your growing business needs.

Step 4: Plan your future business needs. Renewal time is the ideal opportunity to review your current usage, and your usage trends to ensure you have enough licenses to cover your current and future needs. Your reseller can help you assess your license usage against your entitlements, and will be able to advise you on options to suit your growing business needs.

Go to Partner Locator

Contact Veritas

Step 5: Update your product. Veritas will e-mail you a renewal order confirmation which contains: a) your updated License certificate, b) any new license purchase details, and c) details on how to update your product. You can also refer to the licensing section of your product documentation or the Veritas Knowledge Base for product specific instructions on how to add or update licenses in your product.

Step 6: Review your designated technical support contact information. Only designated individuals at your company are eligible to call in to receive technical support.

Understanding my maintenance status

I’m unsure about my maintenance contract status. Can I request a listing of all my active contracts?

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.).

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

What should I do if I am not receiving the renewal notification e-mail?

You should contact Veritas to update your contact information.

Contact Veritas Support

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

Find out how to download Veritas Quick Assist

Planning my renewal

Can I align end dates for different maintenance contracts?

If you have purchased software licenses and associated maintenance contracts over a period of time, you will have maintenance contracts with different end dates. Depending on the licensing program and the proximity of the maintenance contract end dates to each other, 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-termination”. While this practice is most common for maintenance contracts of the same product, under certain circumstances you may also align renewal dates for different Veritas products.

You will need to speak to your reseller to discuss this option. For more information consult the Veritas Support Renewals Policy.

Go to the Support Renewals Policy

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. The new maintenance start date is always the day after the original maintenance 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 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.

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 license 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 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.

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, however certain conditions will apply as outlined in our Support Renewals Policy such as paying a reinstatement fee. You will need to contact your reseller to discuss options available to you.

Go to the Support Renewals Policy.

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 “How do I renew?” section above)

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

There are two Proof of Purchase (PoP) identifiers, and both can be obtained via the Licensing Portal. The two identifiers are the Service Contract (SC) Number and the Install Base (IB) Reference number. To view the these identifiers,

  1. Log into MyVeritas
  2. Go to the License Portal by clicking on the Licensing tab
  3. Go to Entitlement pages by clicking on the Entitlements tab
  4. Using the search feature, locate the entitlement you need the PoP information
  5. Click on the Entitlement ID for the entitlement to get to the Product Information page for the entitlement.
  6. Click on the View all details link.
  7. The PoP identifiers are located at the top of the page.

Veritas requires Proof of Purchase (POP) of the original license(s) in order to determine eligibility, and to process maintenance renewal orders. Your reseller will need this information at renewal time.

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 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.

After renewing – what’s next?

How do I update my product following my renewal?

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 –

  1. Using your product’s console, identify the legacy serial number or the new entitlement ID for the activated license
  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 license 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 license.
  7. Click the return key link making sure you note the quantity that was associated with the license 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 license key with this new key.

If you require further assistance, contact Customer Care.

Supporting Options: Support

Returning Customers: MyVeritas