Realizing the Value of your Investment through Altiris Support Charles Ruffino | Sr. Technical Account Manager | Symantec, Inc. Marcus Thrift | Sr. Technical Account Manager | Symantec, Inc.

© Symantec. Realizing the Value of your Investment through Altiris Support Altiris Support Avenues Self Support Options Paid “per Incident” Support Options Dedicated Support Resource Options

Self Support Altiris Knowledgebase ( – Easily accessible from any Web browser – Covers a variety of articles including: “How to” whitepapers Problem/Cause/Resolution articles Release Notes for all solutions Access to create Knowledgebase articles – © Symantec.

Self Support Altiris Forums ( Easily accessible from any Web browser Direct interaction with Altiris staff and other Altiris users Covers all Altiris solutions Provides: – Specific “How to” responses – Specific Problem/Resolution responses. Note: Altiris Forums are not an official support avenue. There are no guaranteed response times and no “callbacks” for issues raised within the forum rooms. © Symantec.

Self Support Altiris Juice -

Self Support Altiris Juice ( A community portal for Altiris product enthusiasts Provides “cutting edge” solutions for: – Deployment and Imaging users – Application Virtualization and Streaming – Application Packaging – Helpdesk – Security and Compliance © Symantec.

Application Packaging – Primarily a Wise category providing great content on using Wise Application Virtualization & Streaming – Want SVS Knowledge? This is the place for you Asset & CMDB – Asset Management, CMDB, Inventory are the primary subjects of this category Dell | Altiris – All you need for Dell related info © Symantec. Juice Categories

Juice Categories (cont.) Deployment & Migration – Deployment Server, PC Transplant, and Software Delivery round out this category Helpdesk Solution – Need help with Helpdesk? This place is for you HP | Altiris – HPCMS Intel | Altiris – Need Intel vPro information? This category is packed with great info Security & Compliance – From Local Security Solution to Security Expressions, this category is for all security-minded professionals © Symantec.

Juice versus the Altiris Knowledgebase Altiris Juice Real world examples Best Practices Community-driven content Feedback System (public) Participation Reward system Knowledgebase Known Issues Problem > Resolution Altiris managed content Feedback System (private) No participation available © Symantec.

Rewards? Where!?? Content contributed and feedback provided gives you points to cash out with. Articles: 500 points Tools: 100 points Tech Tips: 50 Points Heads up: 25 points Voting:.5 points Comments: 5 points SVS Translation: 100 © Symantec. This is just the tip of the prize list

© Symantec. Altiris Service Center: Licensing – Access to the License Management Portal Resources – – Altiris Knowledgebase – Support Forums – Search— The Altiris Knowledgebase and Support Forums appear side by side, allowing you to search in each and review the results of your searches – Subscriptions— Notification of software releases, hotfixes, PMImport updates, and known issues via or RSS feeds. – Product Feature Request – Hotfixes— Available hotfixes by product

© Symantec. Altiris Service Center: Account – Update your contact information – Utilize single sign-on You can provide login and password information to Altiris applications such as the Altiris Knowledgebase, Support Forums, License Management Portal, and the Altiris Support Helpdesks for easy access while you are using the ASC.

Paid “per Incident” Support Designed specifically for software installations in smaller organizations, Incident Support provides the convenience of working directly with an Altiris Support Engineer, but without the cost of a Premium or Enterprise agreement. This offering allows you to access the knowledge of support engineers by telephone and without a long-term contract commitment. Incident support is available on an as-needed basis during the standard hours of operation of your local Altiris Support Center. Incidents are available in five and ten-packs or as a single incident (directly through Altiris only). © Symantec.

Dedicated Resource Support Assigned Engineer (AE) AE agreements provide these benefits: Understanding of customer goals, objectives and challenges Unlimited number of support incidents (within AE time constraints) Faster internal escalation when required Proactive support, including advice on planned product updates and upgrades Ability to track feature requests even after submittal to development Emergency backup coverage via backup engineer or Premium Support Management escalation of critical issues Optional on-site visits by AE © Symantec.

Dedicated Resource Support Dedicated Engineer (DE) DE agreements provide the following benefits: Virtually instantaneous response times Understanding of customer goals, objectives and challenges Unlimited number of support incidents (within DE time constraints) Faster internal escalation when required Proactive support, including advice on planned product updates and upgrades Ability to track feature requests even after submittal to development Emergency backup coverage via backup engineer or Premium Support Management escalation of critical issues © Symantec.

Selecting a Support Offering Guide to Buying Altiris Services will be available soon on Step One—Using the left side, plot the number of solutions you will be implementing on as point 1. Step Two—Using the right side, determine the geographic dispersion, complexity, and business impact of Altiris software in your environment and plot that as point 2. Step Three—Connect points 1 and 2. Step Four—Using the bottom, determine the number of users or managed assets and plot that point along the line between points one and two. This is your recommended level of support. Sample 4 Solutions being implemented Regionally disbursed, complex environment under management 5,000 end nodes 1 2

Support Offerings – Feature Matrix

© Symantec. Questions and Answers THANK YOU Altiris and ManageFusion are registered trademarks of Symantec, Inc. in the U.S. and in other countries. The other company names or products mentioned are or may be trademarks of their respective owners.