Business Critical Services Introduction 1 Business
Author : danika-pritchard | Published Date : 2025-08-04
Description: Business Critical Services Introduction 1 Business Critical Services Overview BCAM NAME HERE Business Critical Account Manager Welcome to Business Critical Services Business Critical Services Introduction 2 Business Critical Advantage
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Transcript:Business Critical Services Introduction 1 Business:
Business Critical Services Introduction 1 Business Critical Services Overview BCAM NAME HERE Business Critical Account Manager Welcome to Business Critical Services Business Critical Services Introduction 2 Business Critical Advantage Business Critical Services Overview The Symantec Technical Services Process Questions and Answers Business Critical Account Contacts Your Symantec Business Critical Team Business Critical Services Introduction 3 Business Critical Services Introduction 4 Enterprise Support Service Offerings Business Critical Services Personalized, proactive support from elite technical experts, coordinated by a single point of contact and featuring Symantec’s highest levels of response Essential Support Around-the clock access to Symantec’s technical experts, with faster response times and access to all product upgrades* Basic Maintenance Lowest price option including access to product upgrades and business hour support Personal Business Critical Account Team Business Critical Account Manager Business Critical Engineer(s) Focused on your success Backed by remote team of experts Case History and Quarterly Reports Responsive Up to 2 onsite visits per contract year Highest Service Levels Priority call queuing Advanced team access Unlimited named callers Exclusive Access to same advanced training courses (SRT) that Symantec support engineers attend Free Education Skills Assessment and customized development plan BCS Datacenter Package Business Critical Services Introduction 5 Business Critical Account Manager (BCAM) Deliverables Business Critical Services Introduction 6 Business Critical Engineer (BCE) Deliverables Business Critical Services Introduction 7 Global Customer Support Services Front Line Support Advanced Support Back Line Support Engineering Fixes Bugs Support entitlement, calls logged, soft hand off for Severity 1 cases Develop Plan of Action (POA), keep the Customer informed, provide solution or escalate to Advanced Support Escalation point for frontline, BC customers, update POA, Research all possible scenarios, keep the Customer informed, Provide solution or escalate to Back Line Support Trap or Debug Source Code, provide solution or escalate to Engineering Symantec Technical Services Process 8 Non-Business Critical Customer Advancement All Customer Entry Business Critical Customer Advancement Case Logging Process To log a case, dial XXX-XXX-XXXX Enter your 12 digit Support ID XXXX-XXXX-XXXX You will be routed to the Global Delivery Support Services (GDSS) representative where you define the severity of your issue ahead of other callers Live Transfer to queue for Severity 1 or 2 case Your BCAM is notified on all cases, paged on high severity cases Business Critical Services Introduction 9 As a valued Business Critical Services customer, you have access to an unpublished phone number to quickly route your call to
