The following outlines key provisions of our current Global Support Renewals Policy.
Initial Support Agreement
When you license our products, we recommend that you enter into a support agreement to cover all the licensed software you have purchased. If you purchase a support agreement in conjunction with an initial license purchase, your support agreement will start on the date your license for the licensed software becomes effective. If you chose not to purchase a support agreement in conjunction with your initial license purchase, you may do so at a later date; however, incremental support agreement reinstatement fees will apply.
Renewal Term Support Agreement
After the expiration of your initial support agreement term, you may renew your support agreement either for the same level of coverage of support services (where available), or change to a different offering. Each renewal term will become effective upon the expiration date of the previous term, provided that you have paid applicable fees. Symantec will typically send a renewal quote for a support agreement approximately sixty (60) days prior to the expiration of the then-current support services term.
If you renew your support agreement at a point in time after the expiration date, you will be required to either purchase a support reinstatement (where available) or be subject to an administrative handling fee. This fee is equal to twenty-five percent (25%) of the total support agreement fee for the period between the date of expiration of your prior agreement and the effective date of the reinstatement. Moreover, you will be charged the full support fee from the date of expiration of your prior agreement.
Channel Sales
If you purchase your initial support agreement or any renewal through one of our authorized channel partners, your fees for any such reinstatement will be those agreed upon between you and that channel partner.
Support Services
"Support Services" refer to the general technical support and maintenance services that we provide for Symantec software pursuant to the terms of a Support Agreement, including electronic or telephone responses to requests for assistance or information along with Upgrade Assurance and/or Content Upgrades purchased under a Content Updates subscription.
