Symantec Technical Services Overview.

1. TECHNICAL SERVICES | OVERVIEW
What are Technical Services?
I am
aware
I shop I buy I receive I install I use
I need
help
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 Do
Helps customers assess, design, transform and operate Symantec products to more
quickly and efficiently achieve desired business outcomes.
Education Services — Show Me How To Do It
Helps customers protect information more completely, manage technology more
easily, and confidently support their business needs.
Support Services — Help Me Do It
Provides 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 opportunity
Selling 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 Services
Energizing Sales

2. 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

3. 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
Simplify
A 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.
Protect
With 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 Services
Help the Customer Do It
Copyright © 2014 Symantec Corporation. All rights reserved.

4. 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

5. 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 Proposition
Education Services provides training resources to customers, partners and
Symantec employees that help maximize solution knowledge and improve product
effectiveness.
Partner/sales opportunity
Selling 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 Services
Show the Customer How to Do It
Copyright © 2014 Symantec Corporation. All rights reserved.

6. 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=s
ena&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.

7. 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 Proposition
Consulting 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 opportunity
As 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 Services
Tell the Customer What to Do
Copyright © 2014 Symantec Corporation. All rights reserved.

8. 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