Service Description:
Business Critical Engineer Services
Business Critical Services lets customers choose how much
of a Business Critical Engineer's time they need to help
them meet their specific needs. Customers may choose
from the Assigned, Part-Time, or Dedicated Business Critical Engineer offerings as follows:
Overview
A Symantec Business Critical Engineer (BCE) provides customers with the highest level of technical support expertise
available from Symantec. BCEs are a part of the global support organization and have direct access to support professionals within Symantec. To complement a customer’s BCS
offering, they may purchase access or additional access to a
BCE. A BCE provides a comprehensive set of services – both
proactive and reactive – to help customers meet the everincreasing demands of their critical production environment.

Assigned Business Critical Engineer: This offering provides customers with access to an identified Business Critical Engineer for up to 30 work days during regional business hours on a remote basis, during an annual period. The
Assigned BCE is an expert in the specific Product Family
purchased. The Assigned BCE offering also includes up to
two (2) Onsite Visits during an annual period.
The BCE provides support for the customer’s IT operations
teams and boosts the overall effectiveness of their staff. The
BCE is there to help expedite resolution to their critical system outages as an extension to Symantec’s global support
organization. The BCE interacts directly with Symantec’s
support organization allowing their operations staff to focus
on its operational responsibilities.

Part-Time Business Critical Engineer: This offering
provides customers with a higher level of access to a BCE
compared to the Assigned BCE offering. The Part-Time BCE
offering provides customers with access to an identified
BCE for up to 120 work days during the BCE’s regional business hours, during the an annual period. The Part-Time BCE
is an expert in the Product Family purchased. The PartTime BCE offering also includes up to four (4) Onsite Visits,
during an annual period.
Proactive risk identification is key to reducing unplanned
system outages. The customer’s BCE can deliver BCS Enhancement Services that identify issues within their operating environment and formulate recommendations to eliminate or reduce the risk of those issues.

Dedicated Business Critical Engineer: This offering
provides customers with the highest level of access to a
BCE. The Dedicated BCE offering provides customers with
access to an identified, dedicated Business Critical Engineer
for up to 240 work days during the BCE’s regional business
hours, during the an annual period. The Dedicated BCE is an
expert in the Product Family purchased. The Dedicated BCE
offering also includes up to six (6) Onsite Visits, during an
annual period.
Empowering the customer’s IT operations staff with the right
knowledge at the right time, reduces their operational risks
and helps to avoid unplanned downtime. The BCE is an invaluable resource to their staff to answer any product related
or operational inquiries and mentor regarding best practices.
The BCE also assists the customer with managing changes in
their operating environment, which is pivotal to ensuring
operational stability. The BCE can conduct impact analyses
relating to Symantec patches and product updates and upgrades. The BCE can work closely with the customer’s IT
staff to provide targeted recommendations for planning and
executing product upgrades to help reduce the associated
risks.
Engagement Options
Symantec BCE Services are available for defined product
families and can be purchased in full-time or partial increments.
Features
Benefits

Direct involvement with high severity case resolution

Expedited case resolution and reduced downtime

Proactive risk assessment through Assurance Services

Mitigation or even elimination of IT environmental risks

Mentoring and knowledge transfer for IT staff

Optimization or augmentation of customer’s resources
through best practices

Change management assistance through TechAlert/
Patch Impact Analysis and Upgrade Support

Reduction or mitigation of risks by helping to ensure software updates are successfully completed within critical windows of time
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Service Description:
Business Critical Engineer Services
Service Delivery
More Information
Services may be delivered onsite and remotely depending on
customer requirements.
Contact Us Today
Call toll-free 1 (800) 745 6054
Service Conditions
Visit our Web site
http://go.symantec.com/bcs
Symantec may revise and update Symantec Service Descriptions from time to time without notice by adjusting the applicable published Symantec’s Service Description. Any such
changes will apply only to new orders accepted after the date
Symantec published such changes.
Any such revisions and updates will be posted at http://
go.symantec.com/bcs.
.
About Symantec
Symantec is a global leader in infrastructure software, enabling businesses and consumers to have confidence in a
connected world. The company helps customers protect
their infrastructure, information, and interactions by delivering software and services that address risks to security,
availability, compliance, and performance. Headquartered
in Mountain View, California, Symantec has operations in 40
countries. More information is available at
www.symantec.com.
Symantec World Headquarters
350 Ellis Street
Mountain View, CA 94043
+1 (408) 517 8000
1 (800) 721 3934
www.symantec.com
Copyright © 2009 Symantec Corporation. All rights reserved. Symantec and the Symantec logo are
trademarks or registered trademarks of Symantec Corporation or its affiliates in the U.S. and other
countries. Other names may be trademarks of their respective owners.
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