VERITAS Technical Support Services Portfolio

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1 VERITAS Technical Support Services Portfolio A Customer-Focused Commitment, Delivering World-Class Technical Support, Services and Solutions Worldwide At VERITAS Software Corporation, the customer relationship begins - not ends - with your software purchase. In selecting VERITAS, customers create missioncritical dependencies on VERITAS market-leading enterprise-class, application storage management software. Customers also create a partnership; a partnership aimed at delivering enterprise IT management solutions day or night, worldwide. To support this partnership, VERITAS utilizes a tiered customer support system, tracking and prioritizing customer issues according to the level of support required. Specialized call-tracking methods are used to monitor the results of each call received and identify its current status. The implementation of worldwide call tracking, combined with eight call centers worldwide, allows VERITAS to incorporate a true follow-the-sun support strategy. VERITAS also employs an effective problem escalation process to ensure that customers are back up to speed quickly if they encounter problems. Questions that cannot be resolved by first-line support are escalated to a second-line technician who has in-depth knowledge of a particular product and operating system. The secondline technician, in conjunction with the VERITAS escalation team, will work diligently to provide quick resolution or, at a minimum, find the customer a viable work-around until permanent correction can be developed. VERITAS extends its commitment to providing world-class technical support by maintaining a comprehensive knowledge-base of FAQ's, troubleshooting tips, and technical support bulletins written by industry experts available to all customers via our web site or FaxBack service. Additionally, VERITAS technical support now offers customers its state-of-the-art remote interactive support service, SupportNow. VERITAS Technical Support Services is committed to providing its customers with expert technical support services and solutions to ensure availability and manageability of business-critical data. The company s goal is to provide customers with information and time-efficient resolution to their systems operational needs, thereby increasing the value of users software purchase.

2 VERITAS Live Technical Support Service Calls will be taken live for the quickest possible issue resolution. Our worldwide technical support centers offer multilingual telephone technical support during standard business hours. Worldwide Support Standard Support Hours United States :30 a.m. - 8:00 p.m. EST Mountain View, CA, Roseville, MN, Heathrow, FL and Cambridge, MA United Kingdom :00 a.m. - 6:00 p.m. GMT Chertsey, UK and Reading UK Asia Pacific :00 a.m. - 5:00 p.m. JST Tokyo, Japan and Sydney, Australia Telephone Technical Support Languages North America: English Europe, Middle East and Africa: English, French, German, Spanish and Italian Asia Pacific: English and Japanese After hours support is currently offered in English language only. VERITAS Offers Flexible Support Offerings VERITAS offers the option to purchase technical support services to suit the diverse needs of a dynamic customer base. Our support service offerings are designed to provide the appropriate service to specific VERITAS applications. For example, not all VERITAS applications qualify for Incident level services. VERITAS currently offers the following feebased technical support service options: Single Incident Two Incident, Five Incident or Ten Incident Pack Priority Ten Pack Support Direct Assist Premiere Direct Assist VIP Maintenance Advantage VIP Maintenance Advantage Plus Executive Support Services For a complete, updated list of programs associated with select VERITAS products, please visit our web site at *VERITAS reserves the right to adjust pricing and incentive packs. Incident Support Services An incident is defined as the service event starting from the initial call until closure or resolution of the problem or issue. Customers may purchase support for a single incident, on an as-needed basis. Customers will incur a one-time charge for each incident and are entitled to technical support services until that incident is resolved and closed. Per Incident Support Benefits Priced for standard business hours - 12 x 5* Priced for after hours support - 24 x 7 Priced proportionately based on Product Family *12 x 5 is accepted industry terminology when referring to standard business hours. 12 hour support is offered on most products. Two, Five and Ten Incident Pack Support For multiple incident purchases, customers can purchase a Two Pack of Incidents. Two Pack purchases are for customers that can handle most technical issues on their own. Incident Packs of Five or Ten may also be purchased for convenience and if desired, distributed to LAN administrators. Two Pack, Five Pack and Ten Pack support will be activated upon time of purchase and expire one year from date of purchase. Incident Pack Support Benefits Technical support during standard business hours - 12 x 5 Priced for standard business hours Option to purchase Two, Five or Ten Incidents Five and Ten Pack offers discounted pricing Priority Ten Pack Support Customers can purchase a priority Ten Pack for after hours support coverage and experience priority phone queuing which routes the call to the next available technician. A Priority Ten Pack will activate upon time of purchase and expire one year from date of purchase. Priority Ten Pack Support Benefits 24 hours, 7 days a week support coverage Priority queuing of calls Contractual Support Services VERITAS currently executes two service programs for its enterprise customers that purchase support through volume licensing. It was necessary to segment VERITAS Support Services by product in order to properly staff and price the services portfolio for long term (1 year and up) contracts. Although some of the services overlap, technical expertise and price clearly differentiate the need for each program. Remaining in place are Direct Assist (DAS) and Premiere Direct Assist (PDAS) for classic VERITAS products such as Cluster Server, VERITAS File System, VERITAS Volume Manager and NetBackup. Recently introduced Maintenance Advantage offered in both levels of VERITAS Volume Incentive Program (VIP) targets the former NSMG products including the award winning Backup Exec and WinINSTALL. In addition, VERITAS now offers the VERITAS Upgrade Assurance program for customers that want the benefits of a maintenance program but have not qualified for Maintenance Advantage through the volume-licensing program. Following is a more detailed description of these services.

3 VERITAS Upgrade Assurance VERITAS Upgrade Assurance is available to customers that are utilizing a desktop or small to medium enterprise VERITAS application. Pricing is based on a percentage of the MSRP of the products purchased. Upgrade Assurance provides customers with an Incident 2 Pack that entitles the customer to two support incidents, valid for one year from the time of purchase. In addition, customers will receive the latest updates, patches and upgrades to the most current version of the software at no additional charge. The Upgrade Assurance program will be available through VERITAS authorized distributor and reseller partners beginning November 1, VERITAS Upgrade Assurance Benefits Toll-free telephone number Technical support during standard business hours Updates - partial release for minor feature enhancements Patches - partial release that corrects one or more specific defects Upgrades - major release that includes significant feature enhancements Save money by pre-purchasing products and support services VIP Maintenance Advantage Maintenance Advantage is available to Open License Plan (OLP) customers for new product purchases as well as existing installations. For new purchases, Maintenance Advantage is available combined in the pricing of the product or as a separate purchase. Maintenance Advantage provides updates, patches and upgrades to the most current version of the software while providing world-class technical support during a normal business day. Maintenance Advantage is available for a period of one year. VIP Maintenance Advantage Benefits Technical support during standard business hours Updates - partial release for minor feature enhancements Patches - partial release that corrects one or more specific defects Upgrades - major release that includes significant feature enhancements VIP Maintenance Advantage Plus Maintenance Advantage Plus is only available to Contractual License Plan (CLP) customers for new product purchases as well as existing installations. For new purchases, Maintenance Advantage Plus is available combined in the pricing of the product or as a separate purchase. Maintenance Advantage Plus provides updates, patches and upgrades to the most current version of the software while providing world-class technical support during standard business hours. Maintenance Advantage Plus is available for the period defined by the contract. VIP Maintenance Advantage Plus Benefits Technical support during standard business hours Updates - partial release for minor feature enhancements Patches - partial release that corrects one or more specific defects Upgrades - major release that includes significant feature enhancements Direct Assist Direct Assist (DAS) is for enterprise customers who require standard support hour coverage for VERITAS enterprise products. Pricing will be based on a percentage of the customers product purchase. Direct Assist Benefits Unlimited toll-free telephone support Technical support during standard business hours - 12 x 5 Annual support contract Named callers Premiere Direct Assist Premiere Direct Assist (PDAS) is for enterprise customers who require after hours support coverage for VERITAS enterprise products. Pricing will be based on a percentage of your product purchase. For a listing of eligible products see the Product Family Services table on the following page. Premiere Direct Assist Benefits Unlimited toll-free telephone support 24 hours, 7 days a week support coverage Annual support contract Dedicated Account Management Executive Support Services Enterprise Solutions Direct Assist: 12x5 Premiere Direct Assist: VIP: Volume Licensing Program Maintenance Advantage Maintenance Advantage Plus Priority 10 Pack Offering and Priority Queuing Per Incident 12x5 and Support Single. Two, Five and Ten Pack Options VERITAS Software Corporation delivers the same world-class service with each support option.

4 Knowledge VERITAS Comprehensive Help Resource Tool VERITAS Knowledge Exec is the continuation of the company s comprehensive commitment to technical support and service. The Knowledge Exec CD contains thousands of technical support notes and other documents including FAQ's, troubleshooting tips and technical bulletins written by experts in network and storage management. In addition, there is a complete copy of the VERITAS web site and selected software updates. Customers can work off-line, perform user-defined searches with an advanced search engine and handle downloads with their favorite browser. VERITAS Knowledge Exec is updated and distributed 6 times per year. A yearly subscription to this comprehensive resource tool is valued at $595.00* (unlimited users, licensed per server). *All pricing is subject to change. For most current pricing contact VERITAS Software Sales. VERITAS World-Class Training and Education Services VERITAS offers diverse training courses for many of our premier products. The company s highly experienced instructors bring years of expertise and product knowledge to the classroom. Modular and flexible courses are offered either at VERITAS Software Education centers or at the customers site. Onsite training is a convenient way to potentially reduce travel costs and minimize the time staff is out of the office. VERITAS training courses present product concepts, configuration options and implementation procedures. Hands-on exercises and workshops in a proctored setting reinforce concepts learned during the lecture portion of the class. This enables students to readily apply the knowledge acquired in the classroom, back at the workplace. For more information about scheduling and class availability visit VERITAS web site at SupportNow Technology from VERITAS Corporation SupportNow is a real-time support tool that helps expedite troubleshooting issues by allowing the customer and support representative to interactively connect and view information across the Internet. SupportNow enables VERITAS technical support staff to cut support call length dramatically while improving customer satisfaction by seeing and interacting directly with customer issues. Benefits for VERITAS Customers Simple access to real-time support across the Internet Cuts diagnostics and trouble-shooting time to provide more efficient problem resolution. Ability to record session so both parties can review at a later time Both parties stay behind their respective firewalls, so security is not compromised on either side. More information on this valuable support tool can be obtained by visiting VERITAS web site at support.veritas.com. Notification Service VERITAS Notification Service helps subscribers remain up-to-date on current events, latest patches and updates for their products, as well as new product releases. You may select multiple products from both marketing and technical information. To sign up, visit Technical Information List: Periodic product-specific update announcement Links to important technical bulletins (TechNotes) Information on patches and updates Tips and tricks on how to best use the product(s) Release notes Frequently Asked Questions VERITAS continues its commitment to providing world classtechnical support for its leading enterprise-class application storage management software customers by maintaining membership in TSANet in both North America and Europe. TSANet is a technical support alliance comprised of the industry's leading hardware and software manufacturers. Through this alliance, VERITAS can call other TSANet members to quickly find answers to a majority of its customers multivendor support issues.

5 Executive Support Services Customers may purchase an Executive Support Services (ESS) contract which is highlighted with features including a dedicated single point of contact, service level commitments from research and development for Class 1 and Class 2 issues, team account management and more. This elite service delivers support services whenever customers need it. Pricing and service levels for ESS contracts can be tailored to meet individual corporate needs. Executive Support Services Benefits Dedicated Account Management R & D timeline commitments to resolve Class 1 and Class 2 level problems coverage 24 hours a day, 7 days a week On-site visit if required to address Class 1 and Class 2 level issues Direct contact to Executive Support Services Manager Monthly conference call hosted by VERITAS for technical updates Subscription to VERITAS Knowledge Exec Automatic participation in product betas Note: Executive Support Services for VERITAS applications is limited at this time. For a complete, updated list of offerings associated with VERITAS product lines, please visit our web site at VERITAS Offers Customers a Pricing Advantage Our support service offerings have been classified into Product Families. This gives the customer the advantage to purchase Single, Two Incidents and Incident Pack Support according to the level of support services required for each of the VERITAS products. Product Families include Desktop (DT), Small to Medium Enterprise (SME) and Enterprise (). The Product Family Services table (sample below) lists the available support service options. For a complete list of products within each product family, see a Pricing Service Matrix via our web site at or call Sales at VERITAS also offers its customers the opportunity to purchase technical support services priced for standard business hours or after hour emergency services. Which Support Option is Right for You? Targeted User Desktop Users Small to Medium Enterprise Enterprise VAR (Qualified Resellers) Evaluation Users Support Service Option Incident and Incident Pack Incident and Incident Pack Maintenance Advantage Upgrade Assurance Executive Support Services Maintenance Advantage Direct Assist Premiere Direct Assist Incidents as Incentives Day Evaluation Support How to Purchase Telephone Technical Support Services To purchase immediate telephone technical support services, contact VERITAS E-Team. United States and Canada: To place an order for future telephone technical support services, contact VERITAS sales. United States and Canada: Product Family Services Table (Sample) Product Name Family Access Incident Incident After Hrs. 5 or 10 Inc. Pack Priority 10 Pack DAS 12x5 PDAS OLP 12x5 OLP OLP/CLP ESS D e s k t o p X 5, 3 0 D a y G r a c e P e r i o d Backup Exec Desktop 98 and Windows 98 Backup DT 12x5 Backup Exec for NetWare Backup Exec for Windows NT Server DMS Suite of Products Cluster Server VERITAS File System NerveCenter NetBackup VERITAS Volume Manager SME SME SME S m a l l t o M e d i u m E n t e r p r i s e E n t e r p r i s e

6 VERITAS Technical Support Services Portfolio A Customer-Focused Commitment, Delivering World-Class Technical Support Services and Solutions Worldwide About VERITAS : For enterprises that demand continuous availability of business-critical information, VERITAS is the leading enterprise-class application storage management software provider. Unlike other types of storage management vendors who offer proprietary hardware-centric solutions, or limited product offerings, VERITAS provides leading, comprehensive, enterpriseclass application storage management solutions that ensure information availability, enabling customers to protect, access and manage their business-critical information. VERITAS Software Corporate Headquarters 1600 Plymouth Street Mountain View, CA North American Sales Headquarters 400 International Parkway Heathrow, FL or Fax Global Locations United Kingdom or 44-(0) (0) Fax France Fax Germany 49-(0) (0) Fax South Africa Fax Australia BACKUP Fax Hong Kong Fax Japan Fax Malaysia Fax Singapore Fax China Fax Electronic communication sales@veritas.com World Wide Web: VERITAS Software Corporation. All rights reserved. VERITAS is a registered trademark of VERITAS Software Corporation in the US and other countries. The VERITAS logo, Business Without Interruption and VERITAS Backup Exec, VERITAS Desktop Management Suite, VERITAS Cluster Server, VERITAS File System, VERITAS NerveCenter, VERITAS NetBackup and VERITAS Volume Manager are trademarks of VERITAS Software Corporation in the US and other countries. Other product names mentioned herein may be trademarks and/or registered trademarks of their respective companies. Specifications and product offerings subject to change without notice. Printed in USA. September VRTS07-TSSG