Renewals

Operational Updates

Symantec is focused on operational excellence and continually strives to improve your experience in partnering with us. Listed below are the latest operational changes that impact the quoting and ordering of Symantec Products for Small Business and Enterprise customers:

  • Business Price List
  • Express Buying Program Discontinuation
  • Updated order process for Small Business
  • SKU Simplification Update
  • Product-Specific Maintenance SKUs
  • Policy Updates
  • Useful Resources
  • Questions about renewal quoting and ordering? Consult our FAQ.

Learn More

Why Renew?

Maintenance enables Symantec solutions to constantly perform, evolve and adapt. Whether your customers have software, hardware or cloud products, a renewal provides continued access to benefits that protect and grow their investment, and enable an optimal product experience.

Understand the importance of renewing Maintenance and direct your customers to the Renewals information webpage.

Key Information Points

  • Price Lists: Symantec has two main price lists:
    • Business Price List: Replaces Express Buying Program. Caters for small business customers with up to 249 employees. Contains select Enterprise Security products only.
    • Corporate Price List: Caters for enterprise customers with 250 or more employees. Contains Enterprise Security and Network Protection solutions.
  • Product-specific Maintenance: Following partner feedback about generic Maintenance, Symantec is reverting to product-specific Maintenance SKUs on the Corporate Price List. The Business Price List also includes product-specific Maintenance SKUs.
  • Renewal Proof of Purchase: Due to the change in Symantec’s order process for small business, Renewal ID is no longer required. Going forward, a Customer’s proof of product ownership for both Small Business and Enterprise products is the product’s Serial Number.
  • On-time Renewals: Renewal Purchase Orders must be received at Symantec prior to the Maintenance expiration date. If a renewal is not completed prior to the Maintenance expiration date, customers will be denied access to all Maintenance benefits including technical support and will be subject to late fees.
  • Late renewals & reinstatement: Customers must pay Symantec for their continued use of our products during periods of lapse. Late renewal orders will therefore be back-dated to expiry date and renewal late renewal fees will be applied. In addition, a minimum go-forward purchase period of 12 months is required.
  • Partial Renewals: For perpetual software, Maintenance quantity being renewed must match the aggregate software license quantity. In the exceptional circumstance of a partial renewal request, you will need to make customers aware of their compliance obligations. For deals over $5,000 value, customers must sign an Entitlement Reduction Request Form. Below $5,000, you can inform your customers by using the text provided in the Information Pack.

Refer to Operational Updates, the Business Price List FAQ, and the Policies section below for more information. Questions? Talk to your Symantec representative or contact Partner Service at PartnerService@Symantec.com.

 

Policies & Useful Information

For more information related to Maintenance and renewals, consult the following resources:

Importance of Renewing

Current Maintenance entitles your customers to access Symantec’s Maintenance benefits during their Maintenance or subscription term.

Subsequent to their initial purchase, customers must renew in order to continue accessing Maintenance benefits and to remain compliant.

Learn about renewing Symantec products

Help your customers maximize their Symantec investment with current Maintenance:

  • Critical security content updates* that provide first line defense against the latest attacks and vulnerabilities.
  • Version Upgrades that deliver major security advances, cutting-edge features and technology innovations to stay ahead of cybercrime.
  • Important product updates that improve functionality and optimize product performance.
  • Hardware Replacement Services. A wide range of service options and a worldwide network of supply depots to quickly get customers up and running again.
  • 24/7 technical support as standard** for rapid response and issue resolution to minimize downtime.
  • Access to numerous self-help and learning resources, forums and diagnostic tools.

View the product infographics and more information.

Find our product-specific Value of Maintenance data sheets and our Objection Handling Cheat Sheet in the Resources tab.

Operational Updates

Symantec is focused on operational excellence and continually strives to improve your experience in partnering with us. Listed below are details of the latest operational changes that impact the quoting and ordering of Symantec Products for Small Business and Enterprise customers.

Business Price List

Symantec’s new Business Price List includes Symantec solutions best suited to small businesses, as defined as companies with less than 250 employees. It transacts in local currency for deal sizes under 250 seats. Effective 23rd April 2018, the Business Price List replaces the Express Price List. Consult the FAQ for more information.

The Symantec Corporate Price List includes the complete Symantec solution portfolio and it transacts in USD.
Symantec delivers price lists via the standard Global Channel Notification and price list publication process on a monthly basis. View Symantec Price Lists under My Resources on My Dashboard.

Express Buying Program Discontinuation

With the release of the Business Price List, we are discontinuing the Express Buying Program. Find out more in our FAQ.

Updated Order Process for Small Business

Symantec is changing its ordering process for small business customers, defined as companies that have less than 250 employees. For authorized partners placing orders this means that we are moving the ordering systems to a new infrastructure, and providing two means of ordering products: through SymOrder or through EDI (where enabled). Find out more.

Authorized ordering partners should consult the Symantec Global Channel Ops Guide for more detailed information on the ordering process.

Impact to Express Entitlements & Renewals

  • Migration of customer records to the appropriate Symantec price list (Business or Corporate) will take place between 12th and 23rd April 2018.
  • Express entitlements with less than 250 licenses migrate to the Business Price List except, but not limited to, the following which migrate to the Corporate Price List:
    • Express entitlements with greater than 250 licenses
    • Express entitlements associated to a customer already transacting within the Corporate Price List
    • US Express entitlements

Renewals

  • Last Express renewal orders must be received by 12PM PST on 12th April 2018. After this date, we will no longer accept renewal transactions using Express SKUs.
  • Previously issued Express quotes that are not transacted by 12th April 2018 will be reissued using the relevant renewal SKUs. Quotes will be available via SymOrder.
  • Orders placed during migration will be subject to delay.
  • Note: New orders off the Business Price List can begin on 23rd April 2018

Need more information? Contact SRC_Renewals@Symantec.com

SKU Simplification Update for Software Products

In April 2017, Symantec moved to a simplified SKU model for software products on the Corporate Price List. Effective 23rd April 2018, this model also applies to software products on the Business Price List.

SKU formats on the Business Price List are changing compared to the legacy Express Price List. Note the following highlights:

  • SKUs on the Business Price List SKUs now follow the same format as the Corporate Price List but include a “B” at the end of the product code for ease of identification.
  • The new SKU format is more intuitive e.g. Business Price List product code: SEP-NEW-1-24-B, compared to legacy Express Price List: 2QQQOZF0-EI1EA.
  • Unbundled SKUs: Bundled (BNDL) SKU types for perpetually licensed software are no longer available.
  • Separate Maintenance: Perpetual Software Licenses and Maintenance are now sold as separate line items. For new software sales, Maintenance is a mandatory second line item that is systematically enforced.
  • Maintenance SKUs for perpetually licensed software are product-specific and are individually priced.
  • Version-less: Perpetual Software License SKUs no longer contain the product version in the SKU long description. This does not impact Customers’ entitlements to Version Upgrades.
  • Term-less: Maintenance SKUs for perpetually licensed software no longer indicate a term duration; however, the default term is 12 months but SKUs can be prorated beyond 12 months as required (subject to product End of Life dates).
  • Subscription software products now have separate “Initial” and “Renew” subscription SKUs; subscription term depends on product and is indicated in the product code.
  • The table below compares Symantec Endpoint Protection SKUs in the Express, Business and Corporate Price Lists:
  Express Price List Business Price List Corporate Price List
Perpetual SW License 2QQQOZF0-EI1EA SEP-NEW-1-24-B SEP-NEW-250-500
Initial Maintenance N/A SEP-SUP-1-24-B SEP-SUP-250-500
Renewal Maintenance 2QQQOZZ0-ER1EA SEP-RNW-1-24-B SEP-RNW-250-500
Initial Subscription 2QQQOZS0-EI1EA SEP-NEW-S-1-24-1Y-B SEP-NEW-S-250-500-1Y
Renewal Subscription 2QQQOZS0-EI1EA SEP-EXT-S-1-24-1Y-B SEP-EXT-S-250-500-1Y

View Symantec Price Lists on My Dashboard in the My Resources section of PartnerNet.

Product-Specific Maintenance SKUs

In August 2017, Symantec introduced generic Maintenance SKUs for perpetually licensed software products on the Corporate Price List. Following partner feedback that these SKU types were unmanageable, especially when transacting a large volume of business, we have decided to revert to product-specific maintenance SKUs. Effective 23rd April 2018, generic Maintenance SKUs are being replaced by product-specific Maintenance SKUs on the Corporate Price List.

Small Business software on the Express Price List was always transacted with product-specific Maintenance SKUs for renewals. This model remains in place on the Business Price List, however the SKU format is different as outlined in the SKU Simplification section above.

Impact to Generic Maintenance Entitlements

Renewals

The relevant maintenance renewal SKU types will be automatically determined and presented on SymOrder quotes. Note:

  • Products associated with generic maintenance (including those previously transacted using generic Maintenance SKUs, and those mapped to generic maintenance during prior data conversions) will be renewed with generic maintenance renewal SKUs. An IT fix to associate the affected entitlement records with the relevant product-specific maintenance renewal SKUs is planned for autumn 2018.
  • Products previously transacted with product-specific maintenance SKUs will be renewed with product-specific maintenance renewal SKUs, including, but not limited to:
    • Previous purchases of product-specific initial maintenance SKUs.
    • Where appropriate, upcoming renewals from the legacy Express Buying Program

New Orders

  • From 23rd of April 2018 all new (initial) software purchases will require product-specific maintenance SKUs. In flight quotes/orders for generic SKUs will be honored through their normal effectivity dates.

Need more information?
Contact PartnerService@Symantec.com for Price List Guidance
Contact SRC_Renewals@Symantec.com for Renewals Quoting

Product-specific Software Maintenance SKUs on the Corporate Price List – key highlights:

  • All variants of generic Maintenance SKUs for Enterprise Security software (e.g. SW-Tier-1; SW-Tier-1X; SW-Tier-2; SW-Tier-3; SW-Tier-3-PRC-CAT-SM) are being replaced with product-specific Maintenance SKUs. For example, for Symantec Endpoint Protection the product-specific Maintenance SKU “SEP-SUP-250-500” replaces the generic Maintenance SKU “SW-Tier-3-PRC-CAT-SM”
  • Unlike the previous generic Maintenance SKUs which involved a calculation to determine the Maintenance price, product-specific Maintenance SKUs have individual prices.
  • The order quantity of product-specific Maintenance on initial and renewal quotes must match the software license quantity.
  • Maintenance price is calculated as a percentage of each individual product’s software license price. Find out more about Symantec’s Maintenance pricing methodology

Policy Updates

Visit Symantec’s Maintenance Policy Handbook to view policy information. Note the following highlights:

  • Renewal Proof of Purchase: Due to the change in Symantec’s order process for small business, Renewal ID is no longer required. Going forward, a Customer’s proof of product ownership for both Small Business and Enterprise products is the product’s Serial Number. Consult the Express FAQ.
  • Late renewals & reinstatement: Customers must pay Symantec for their continued use of our products during periods of lapse. The process to reinstate late renewals is as follows:
    • Must be reinstated by back-dating to the expiry date. Reinstatement fees are added according to how late the renewal order is placed. In addition, a minimum go-forward purchase period of 12 months is required.
  • Short-term Fees: Maintenance is sold as a minimum 12 month term. Renewal terms of less than 12 months may be subject to short-term fees.
  • Renewing less: : In accordance with Symantec’s End User License Agreement, Maintenance quantity must always equal the aggregate software license quantity for both new and renewal orders. Partial renewals are not allowed.
  • Software license removal and retirement: Customers wishing to formally retire their software licenses must now follow the License Retirement Policy.
  • Software License & Maintenance Compliance Policy:

Useful Resources

Find out more and feel free to direct your customers to the following Symantec webpages:

  • Maintenance: Read about Symantec’s Maintenance offerings, the value of Maintenance and the importance of on-time renewal
  • Maintenance Pricing: Learn about Symantec’s Maintenance pricing methodology and  Maintenance percentage tiers
  • Policies: Learn about policies related to the purchase or renewal of Symantec’s entry-level Maintenance offerings for both software and hardware products
  • Licensing Information: Become familiar with Symantec licensing basics and compliance
  • Symantec Renewals: Direct your customer to this resource