Veritas VIP Support

VS1 since 10/03/03 called "Basic Support" and VS2 called "Extended Support".
See here under (conditions are the same)

Support contract VS1 as of March 10th called Basic Support, a 1 year contract
is for small businesses that need consistent, basic support with timely software updates. They will include small offices and home offices with a limited number of users, running a single server with one or two VERITAS products licensed, and no IT activity likely to take place after hours.
· 12x5 telephone support (regional hours)
· 2 named callers
· Software updates and patch releases
· Electronic support

Support contract VS2 as of March 10th called Extended Support, 1 or 2 year contract
is for businesses that have an increased need for uninterrupted availability of their data, and require responsive support around the clock. Usually, these will be single-location, homogeneous environments that run workgroup servers and multiple databases together with VERITAS products. IT activity during off-hours is limited.
· All VS1 features
· 24x7 worldwide telephone support
· 6 named callers
· Cooperative support services

Support contract VS3-VS5 as of March 10th called Business Critical Support, 1 year contract
is for small to medium enterprises or business units at multiple sites on one continent with groups of servers and multiple databases. They use VERITAS products to support key business applications in their heterogeneous environments and need 99% uptime, often with round-the-clock business and IT activity.
· All VS2 features
· 10 named callers
· Vsupport account manager
· Case history report
· VERITAS Knowledge Exec™ technical notes on CD
· Vsupport fly-to-site engineer (two severity 1 incidents)

Support contract VS4, see above at VS3
is for multinational enterprise customers who need uninterrupted availability of data and applications at all times, with immediate and measurable consequences of any disturbance to continuous productivity. They use VERITAS technology to support critical applications in a complex environment. VS4 delivers a support infrastructure that allows larger enterprises with complex environments to enjoy full availability of data and systems.
· All VS3 features
· Unlimited named callers
· Priority queuing
· Vsupport senior account manager
· Direct access to advanced Vsupport team
· Vsupport fly-to-site engineer (six severity 1 and 2 incidents)

Support contract VS5, see above at VS3
will be of high value to large global enterprises that want the greatest available level of partnership with VERITAS to accomplish maximum availability of critical data and applications 24xforever.
· All VS4 features
· Executive sponsor program
· Vsupport executive account manager
· Vsupport fly-to-site engineer (20 severity 1 and 2 incidents)