Most frequently asked questions:

1. Customer already renewed but is still receiving notices and phone calls. Thank you for calling to let us know the order you placed hasnt been tied to the expiring license support therefore these appear to be in an open/expired status. I will close them out and mark them as having been renewed. Again, thank you for taking the time to call. Is there anything else I can help you with today? I apologize for any inconvenience that we have caused you, but as of the moment we havent received the latest tie back report file so the list that I have hasnt been updated. But I appreciate that youve called us, rest assured that Ill update this list so that you wont receive any notice or phone call from us. Thank you for letting us know Our records shows that your license support maintenance are still up for renewal and we are just doing a courtesy call to make sure that you are well taken cared of but I will work with our escalation department to run an install base report, to confirm that this licenses has been renewed. I will contact you as soon as I get this report; if not, then Ill give you feedback within the next 48 hours. This is just a courtesy call to make sure that you are well taken cared of

2. Why cant the agent renew customers anti spam? *** Mail Security for Domino is renewable if the customer is using this license. Anti spam is a subscription and we only do renewals for support maintenance of licenses. Please contact your partner or visit www.symantecstore.com/renewonline to renew the subscription. 3. Customer/s is asking as to how many days left (grace period) to renew their license to avoid paying a higher cost of upgrade. If the support maintenance just expired. Ask a probing question: Mr. Customer, when can you possibly renew your maintenance support? Let me just remind you that since your license support maintenance is already expired you wont be able to have technical support to assist you with any unforeseen downtime and will be critical in getting your servers back online and recovering any at risk data. Also you wont be able to receive most recent release of the software which is a huge benefit that goes a long way to support your original investment. If the support maintenance is near 30 days grace period.

Mr. Customer, your support maintenance grace period for the renewal price will end in a few days. I would suggest you renew this now to avoid paying the upgrade price. We have to inform the customers that they have 30 days grace period to create urgency. After probing, you must reiterate the importance of having current support maintenance: Mr. Customer, please keep in mind that by renewing, you will continue to receive maintenance and support services and keep your systems compliant. For the time that you havent renewed, you will be unsupported.

4.

Issues on the certificates of those who already received one: Why the license has wrong expiration date and multiple addresses. Issues on the certificates of those who still havent received any: where is our certificate? We already renewed this months ago. For issues on certificates, wrong entry :I apologize for the confusion, I can/will request for a report which will list all of the licenses associated with your company, compare it with the certificates that you have and if there is a discrepancy, I will have somebody from the proper department do the necessary correction/adjustments. I will let you know as soon as I have this taken cared of and will also give you an update regarding this matter by email if it hasnt been resolved within 24-48 hours. For customers who havent received their certificate yet: I do apologize for the inconvenience. I will request for your certificate and will send it to your email. Rest assured that I will do my best to expedite this matter. I will give you a feedback with in 24-48 hours.

5. Agents issue on portal resulting to customers frustration: Why did you ask for so many information just to pull up my records. I was put on hold for so long and now, you will just tell me that you cant pull up my record? Portal runs slow and outdated. My apology but chances are your company name must have been entered in our system differently than what you are providing me. (then we can probe) Did you happen to change your company name? Do you have a license certificate that you can send me for us to match with your records? Did you receive any notice from us? If yes, could you provide me with the renewal ID or agreement number that is on the notice? Or ask if they could send it over to you for you to reference.

6. Why does it take so long to have an IBR sent to customers? IBR takes some time because we are requesting that from another department and they are doing that on a first in first out basis but rest assured that I will mark this as important and have it

expedited. Once received, I will send them to you immediately and if not, I will give you a feedback within the next 24-48 hrs. 7. Question of High price compared to the reseller. We do not have an idea of how much your local reseller/vendor is quoting you but we are quoting you based on the MSRP.

8. Why whenever the customer check on line, customers cant find or it is not showing an expired license support contract contradictory to what the portal is showing? I do apologize but I am not in a position to answer that question, if you want I can give you the customer service number and they will be able to help you with your inquiry, however, if you want to renew your license support maintenance, you have an option do that with your preferred Symantec partner or let me assist you with it. I do apologize if the site is not showing all of the licenses support maintenance up for renewal,(check on the portal and verify all line item, if accurate then offer quote) if you want I can send you an information by email which will list all of your licenses and its expiration date and how much it would cost you. ( if portal information is not accurate) Mr. Customer, I will request a report that will list all of the licenses associated with your company and will send that to you within 24-48 hrs.

9. Are you really from Symantec? Then how come you cant even transfer a call to other departments and you cant even answer my question? I am from Symantec Renewals department, and I do apologize but what Im trained for is to assist customers in renewing their support maintenance. Other concerns may be course through our customer service department and technical support department.( Note: As far as I know, we are able to transfer to customer service department or technical support department but for good measure, before transferring them over, please give them the number just incase they get disconnected. ) Mr. Customer, you have reached the Renewals department. And as much as I wanted to help you, I do not have that information with me and I do not want to give you false information as well so let me transfer this call to CSD/TSD. Mr. Customer, if any case the call gets disconnected please contact them directly at CSD phone #/ TSD phone #.

10. Upset Partner STOP CALLING MY CUSTOMERS WHY ARE YOU STEALING MY CUSTOMERS I apologize if it appears that I am trying to interfere with your business, I am with the Symantec Renewals team and we do notify

customers, on your behalf, 60 days prior to the expiration date, again at 30 days, and if at 5 days past it appears that there hasnt been any action taken we will also place a phone call, again on your behalf. Would you like me to provide you with an opportunity list which will show all of the customers related to your business? 11.Customer wanted to purchase additional license. Mr Customer, I do apologize but you have reached the renewals department and we do not sell additional licenses. Please contact your preferred Symantec Partner or visit our website, www.symantecstore.com 12. If customer called in saying that they are no longer interested to renew their license and complains about the calls theyve been receiving from us Thank you for your feedback. I will make sure to close out your account regarding this concern. Would you mind if we ask for the reason why you are no longer interested to continue your support maintenance? (After client states reason) Thank you for that information and we do apologize for the inconvenience. Is there anything else I can help you with? (If there is no more concern) Thank you for calling Symantec Renewals. Have a Great Day!

13. Company name change. Mr. Customer, we apologize for the inconvenience but we can not change the company name in our system immediately because it is a legal change and has to be completed at the Headquarters. You may contact our customer service or you may also open a ticket on the web. http://symantec.custhelp.com/cgibin/symantec.cfg/php/enduser/std_al p.php If the customer does not want to do this process. Mr. Customer, I understand your concern. Heres what I can do, Ill be sending you the LAR form, fill it out and send it back to me so I can open a ticket for you. Then, once I get a response, I will give you feedback regarding this change. (then open a ticket at custhelp)

14. Is the support transferable? Mr. Customer, the support is tied to the license and reference number for which it was purchased and is NON TRANSFERABLE to any other license. Meaning, support/upgrade will depend on which/where you installed the license itself. For further questions and clarification you may contact our CSD to them to be able to answer your queries better. 15. Could you send me an invoice? Mr. Customer, I apologize but an invoice cannot be generated until you purchase the support. You may renew using a credit card, check or a purchase order.