Renewal Access Overview April 2009

Renewal Access Pilot2 Components of Renewal Access Partner Renewal Visibility: Gives partner visibility into upcoming renewals in advance of each quarter via reports. Customer Notifications: Customers are sent notifications prior to license or support expiration, encouraging them to renew with their partner of record – Does not include Named or Rewards opportunities Renewal Access Customer Portal: Allowing customers online access to purchase expired or version upgrade licenses at MSRP, or view their upcoming license expirations so they can request a quote from their partner. Average transaction amount is ~$1000 MSRP. Renewal Access Call Center: Our team works on partners’ behalf to send out renewal notifications and reports, and to contact customers post-expiration to close renewal transactions. Partner Renewal Rebate: Partners receive a 20% rebate on renewals transacted by customers through the Renewal Access portal or call center when they are named by the customer as the partner of record.

Renewal Access Pilot3 Updates to Notification Process Non-Rebate Customers are sent notifications as follows:  60-day and 30-day renewal notices provide information on the reseller of record.  Customers will now be directed to the customer portal, with viewing capability only – no transaction capability  Line items will not be visible on the notification  5-day and 30-day post expiration notices direct the customer to their preferred partner, and also provide the option to renew online.  Phone calls to the customer 15-days post expiration as a courtesy follow up, customer is encouraged to work with their partner, or to renew through the call center.

Renewal Access Pilot4 Updates to Notification Process Rebate Customers are sent notifications as follows:  60-day and 30-day renewal notices provide information on the reseller of record. Provides option to renew online, if under the partner designated opportunity threshold.  Partner names the opportunity size for which the URL will appear  5-day and 30-day post expiration notices direct the customer to their preferred partner, and also provide the option to renew online.  Phone calls to the customer 15-days post expiration as a courtesy follow up, customer is encouraged to work with their partner, or to renew through the call center.

Renewal Notification Sample 5Renewal Access Pilot Partner of Record: Partner name & phone number highlighted on the notification for customer convenience Customer Online Portal: To facilitate the viewing of all line items of a renewal opportunity or transact on behalf of the partner at Express, Government or Academic Banded MSRP.: Pre-expiration can only view the lines and not transact Post expiration – transaction (optional) Symantec Renewal Specialists: To assist the customer, directing them to their partner, or, if post-expiration, to complete their renewal transaction

Portal Line Detail Page (Top)

Portal Line Detail Page (Bottom)

Support Estimate Sample 8Renewal Access Pilot Renewal Detail: To facilitate the quoting for partner, pertinent information regarding each line item is included Partner Referral: Customer is reminded to work with their partner Pricing: Pricing is always at MSRP, based on qty and number of years (appearing in Support Level description)

Portal Summary Page

Resources and Support 1.Request the closure of notifications, if already renewed: 1.Need – Customer name/contact /Renewal ID 10