TECHNICAL SERVICES | OVERVIEW

What are Technical Services?

I amaware

I shop I buy I receive I install I useI needhelp

I renew

Consulting Support & Education

Technical Services has a vast impact—from driving demand and increasing awareness, right through to promoting renewal and beyond. To simplify, the three Technical Services can be described as follows:

Consulting Services — Tell Me What To DoHelps customers assess, design, transform and operate Symantec products to more quickly and efficiently achieve desired business outcomes.

Education Services — Show Me How To Do ItHelps customers protect information more completely, manage technology more easily, and confidently support their business needs.

Support Services — Help Me Do ItProvides a full range of training solutions to help businesses of every kind maximize IT efficiency and enable IT best practices.

Who needs it?Whether it’s free training for the SMB/SOHO user or a full Business Critical Services and Consulting engagement for the large enterprise, every customer who buys a Symantec product solution can benefit from an expanded Technical Services engagement.

Partner/sales opportunitySelling Technical Services is your opportunity to provide the customer with a more complete product solution.

You have unique insight into your customers’ business needs. Connect that with Technical Services’ ability to maximize the value of a product solution, and you’ll make your customers—and yourself—more successful.

Copyright © 2014 Symantec Corporation. All rights reserved.

ELEVATOR PITCH

Technical Services, which include Consulting, Education, and Support help customers get the most value from their Symantec products.

MORE INFORMATION

Consulting Services

EMEA —John Newman

APJ —Björn Englehardt

NAM —Dave Gregory

LATAM —Nicolas Severino

Education Services

Americas americas_education @symantec.com

EMEA EMEA_education@ symantec.com

APJ apj_education @symantec.com

Support Services

Steve Braz: BCS Business Development (Specialized Sales)

Technical ServicesEnergizing Sales

Why it matters to you• Capture bigger deals

• Increase customer satisfaction

• Maximize renewal rates

• Strengthen relationships

• Become an invaluable trusted advisor/partner to your customers

What customer comments spark Technical Services sales opportunities?

Consulting• Our system keeps getting attacked/breached.

• Our company is expanding through global acquisitions and needs to make sure our systems are secure.

• We are looking to upgrade to Windows 7.

• We’re becoming a BYOD organization.

• We need to reduce storage costs.

• We’re looking at deduplication solutions.

Education• Our teams seem to be calling Symantec Tech Support all the time.

• We need to train our end user community on our new compliance or security policy.

• The ROI is lower than we expected.

• We have too many people dedicated to maintaining Symantec’s software.

• Our training needs are very specific, we’ll probably have to create custom content for our environment.

Questions you can ask to spark Technical Services opportunities

Support• What does success look like?

• What do you want your Symantec engagement to feel like?

• Do you require onsite remediation?

• Do you see value in having a single point of contact?

• Are you interested in expanding your team’s expertise?

HOW DOES TECHNICAL SERVICES ENERGIZE SALES?

Increase in order value will help you hit sales targets faster.

Essential Support customers who upgraded to Business Critical Services (BCS) increased their spend by 120 percent from 2012-2013.

Drive add-on product/service sales.

Customers who take training are 4 to 6 times more likely to purchase additional products.

Minimize your time on post-sales support while ensuring that the customer’s needs are met.

• Customers with BCS are 10 percent more likely to renew license/maintenance.

• Customers who utilize Education and Consulting services have Net Promoter scores that are 13-15 points higher (are significantly more loyal to the Symantec brand) than customers without.

OVERVIEW | PAGE 2

TECHNICAL SERVICES | SUPPORT SERVICES

What are Support Services?• Business Critical Services Premier is Symantec’s premium Support Services

offering, designed to simplify, maximize and protect enterprise IT environments. BCS Premier simplifies support with a named services expert who acts as the customer’s champion within Symantec, rapid response issue resolution, proactive planning and risk management, and included access to Symantec technical education. Appropriate for: Customers with >200k annual maintenance

• Business Critical Remote Product Specialist (RPS) features access to a designated engineer with highest level of technical expertise for a specific product. Appropriate for: Large enterprise customers

• Essential Support provides product updates and upgrades plus 24x7 support to ensure customers get the help they need when they need it, so their protection is never compromised. Appropriate for: All customers

Value Proposition

SimplifyA single point of contact for

all the customer’s critical support cases who knows their business needs, and

acts as their champion within Symantec.

Maximize With a named support expert

overseeing issue resolution and recommending best practices

for Symantec technologies, customers get a greater return on their investment and a more

stable, secure infrastructure.

ProtectWith proactive system

checks, upgrade services, rapid issue resolution and access to staff education, customers will minimize

downtime and system outages.

ELEVATOR PITCH

Our Support Services team partners with customers to help them get the most from their Symantec technology investments. Our offerings help customers maximize system uptime, resolve issues quickly, and

reduce internal IT costs.

CONTACT

Hal Stanley: Support Marketing

James Bignell, Henry Lee: Support Product Management

Steve Braz: BCS Business Development (Specialized Sales)

WEB

External: http://www.symantec.com/business/services/support_services.jsp

Internal: https://symantec.gosavo.com/CustomPage/View.aspx?id=29324188

BCS Decision Matrix: https://symantec.gosavo.com/CustomPage/View.aspx?id=29324188

Support ServicesHelp the Customer Do It

Copyright © 2014 Symantec Corporation. All rights reserved.

Partner/sales opportunity• Our BCS Business Development specialists work closely with our partners and

sales teams to craft each BCS deal to suit each customer’s unique needs.

• Offering BCS can help sales and partners increase large enterprise deal size. Customers upgrading to Business Critical Services—the top support level—spend 120% more overall.

• Higher retention rates for BCS customers signify increased satisfaction, and increase the likelihood that customers will return for subsequent renewals and technology or service upsells. Customers with BCS are 10% more likely to renew license/maintenance.

Why it matters to you• Increases order value in the current sales cycle; help you hit sales targets faster.

• Builds customer loyalty, driving additional product and services sales.

• Minimizes time spent on post-sales support and frees up time to sell.

Who is the BCS Premier customer?

A senior IT leader• Technically savvy and strategically minded

• Uses flagship Symantec technology

• Represents an account with standard maintenance fees >$200k/yr

• Likely to require on-site support

• Expects post-sales relationship management

What customer comments spark BCS sales opportunities? • I have to start over every time I call support.

• I’m tired of talking to new people who don’t know me or how my company operates.

• I’m under a lot of pressure here and we lose lots of time chasing routine break/fix issues.

• I want a stable environment.

• I want to simplify technical support.

• I want expert help staying ahead of potential issues.

• I want to be informed when it’s relevant; I want my staff educated.

• I want to use all the features I paid for, and use them the right way for my business.

MORE INFORMATION

For current BCS accounts or to scope BCS or RPS: BCS_Americas@symantec.com (use globally)

Sales Central site: add url here

80%

of respondents to an IDG

Research survey say they

would like their IT support

providers to offer more

proactive support capabilities.

SUPPORT SERVICES | PAGE 2

TECHNICAL SERVICES | EDUCATION SERVICES

What are Education Services?Education Services offers training to customers, partners and employees via online, virtual, or classroom formats. Symantec offers free eLearning to anyone through our eLibrary. This repository of short training modules includes content across Symantec’s products and can be accessed anytime and anywhere.

To meet our customers’ classroom and virtual instructor-led needs, Symantec partners with a group of Authorized Training Partners to help sell and deliver training across all products. These strong, specialized collaborators help Symantec increase its reach and make training accessible to more customers all over the world.

Business Critical Services customers and Symantec partners and employees receive training directly from Symantec. This allows deeper technical training offerings while providing our most strategic customers with the specialized training they need.

Who needs it?Every customer with a Symantec product solution can benefit from learning to unlock that product’s full potential.

Value PropositionEducation Services provides training resources to customers, partners and Symantec employees that help maximize solution knowledge and improve product effectiveness.

Partner/sales opportunitySelling Education Services is your opportunity to gain revenue by helping customers pull greater value from their Symantec investment —and get greater satisfaction from it.

ELEVATOR PITCH

Education Services training empowers customers with a deeper understanding of their Symantec product solutions, enabling them to better solve their company’s business issues, and better meet

their business needs.

CONTACT

Americas http://www.symantec.com/products-solutions/training/authorized-training-partners/

EMEA http://www.symantec.com/en/uk/products-solutions/training/authorized-training-partners/

APJ http://www.symantec.com/en/au/products-solutions/training/authorized-training-partners/

WEB

BCS Education Services Portal https://symiq.corp.symantec.com/sites/BCS/acc_mgmt/BCS_Education_Document_Library/BCS_Education.aspx?PageView=Shared

Education ServicesShow the Customer How to Do It

Copyright © 2014 Symantec Corporation. All rights reserved.

Why it matters to you• Increases order value in the current sales cycle.

• Minimizes post-sale time spent on support.

• Increases customer satisfaction and retention.

How do you position and sell Education Services to customers?

Training need

identified

Business Critical Services Specialist team

Symantic Authorized Training Partner

Does the customer have a Business Critical Services (BCS) contract or wish to buy one?

YES

NO

On establishing a training need:• If a customer has an existing Business Critical Services (BCS) contract

with Symantec or is acquiring one, please engage the local BCS Sales Specialist via BCS_Americas@symantec.com. The specialist will help you position Symantec training to your customer.

• If your customer does not have and does not wish to purchase a Business Critical Services (BCS) contract, please engage your local Symantec Authorized Training Partner (ATP) who will sell and deliver Symantec Training Services to meet your customers’ needs.

What customer comments spark Education Services sales opportunities? • Our teams seem to be calling Symantec Tech Support all the time.

• We need to train our end user community on our new compliance or security policy.

• The ROI is lower than we expected.

• We have too many people dedicated to maintaining Symantec’s software.

• Our training needs are very specific, we’ll probably have to create custom content for our environment.

How do customers access free technical eLearning in Symantec’s eLibrary?

http://techcenter.symantec.com/ecampus/enterprise?siteName=sena&courseNo=AT0900

MORE INFORMATION

Americas americas_education @symantec.com

EMEA EMEA_education@symantec.com

APJ apj_education@symantec.com

EDUCATION SERVICES | PAGE 2

Trained customers are

300% more satisfied with their products than customers without training.

TECHNICAL SERVICES | CONSULTING SERVICES

What are Consulting Services?Consulting Services helps customers overcome specific business problems via focused offerings and practices in areas where Symantec expertise and knowledge provides a unique advantage. Customers reduce IT risk and maximize IT performance around Symantec solutions with services provided by Symantec Consulting Services or an accredited Consulting Partner.

Who needs it?Most enterprise-level Symantec customers who want to get the most from their investment can enhance productivity with a Consulting Services engagement.

Value PropositionConsulting Services harnesses deep product expertise and extensive user insight to help Symantec customers increase business value, lower cost of ownership, and minimize risk.

Partner/sales opportunityAs the complexity of multi-platform environments continues to grow, Symantec customers can benefit greatly from Consulting Services support and advice. Through engagement with our global network of consulting partners, they benefit from the ongoing development and dissemination of proven methodologies and best practices derived from thousands of real-world engagements.

Discussing a Consulting Services engagement is an opportunity to introduce your client to a valued resource that could help solve their most complex issues and increase the value of their Symantec technology. Additionally, partners gain the ability to offer additional value to customers, sell a more complete product offering, and gain additional revenue.

ELEVATOR PITCH

Consulting Services provides customers with the expertise and assistance they need to maximize Symantec product solutions through either standardized or

customized offerings.

CONTACT

EMEA —John Newman

APJ —Björn Englehardt

NAM —Dave Gregory

LATAM —Nicolas Severino

WEB

tbd

Consulting ServicesTell the Customer What to Do

Copyright © 2014 Symantec Corporation. All rights reserved.

Why it matters to you

Drive Consulting sales — Customers are eager for expertise• 80% of respondents to an IDG Research survey wanted their IT support

providers to offer more proactive support capabilities. Taking an advisor role in the earlier stages of the lifecycle helps build a stronger, longer-term relationship.

• 81% of recent IDG Research survey respondents rate “Reducing Total Cost of Ownership of IT Solutions” among their top five IT priorities, with reducing IT complexity and system integration costs as key indicators.

• “92% of respondents to an IDG Research survey rated “Improving the overall business value of IT” among their top IT priorities, identifying accelerated product and technology adoption and enhanced speed and agility as key indicators.

What customer comments spark Consulting Services sales opportunities? • Our system keeps getting attacked/breached.

• Our company is expanding through global acquisitions and we need to make sure our systems are secure.

• We’re looking to upgrade to Windows 7.

• We’re becoming a BYOD organization.

• We need to reduce storage costs.

• We’re looking at deduplication solutions.

MORE INFORMATION:

For a complete listing of offerings, please review the Consulting Services Catalog.

92%

of respondents rate Improving the overall business value of IT among their top IT

priorities and identified accelerated new product and technology adoption and

enhanced speed and agility as key indicators

IDG Research

CONSULTING SERVICES | PAGE 2