Subscription and Services Handbook – March 2016
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Symantec Subscription
& Services Handbook
Symantec Subscription & Services Handbook
March 2016
Subscription and Services Handbook – March 2016
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Symantec Subscription
& Services Handbook
About this Handbook
This Subscription & Services Handbook (the “Handbook”) provides information on the
ordering process under the Symantec Subscription & Services model. As used in this
Handbook, “you” means the company or entity named in any agreement for ordering
S&S Offerings, and “we” or “Symantec” means the Symantec entity named in the same.
For the most current version of this Handbook, please go to:
http://go.symantec.com/servicesterms .
This Handbook is protected by applicable copyright and trademark laws, and is provided
strictly for the use of Symantec customers and prospective customers for purposes of
purchasing the S&S Offerings. This Handbook is not to be used, copied or replicated for
any other purpose without Symantec’s prior written consent.
About Symantec
Symantec is the global leader in security. Operating one of the world’s largest cyber
intelligence networks, we see more threats, and protect more customers from the next
generation of attacks. We help companies, governments and individuals secure their
most important data wherever it lives.
Since its inception in 1982, Symantec has grown into a Fortune 500 company through a
combination of internal development, strategic acquisition and partnering with industry
leaders. Our award-winning solutions enable our customers to trust that their
information and identities are secure independent of device or application.
For specific country offices and contact numbers please visit our Web site at
www.symantec.com.
Symantec Corporation
World Headquarters
350 Ellis Street
Mountain View, CA 94043 USA
Copyright © 2016 Symantec Corporation. All rights reserved. Symantec, the Symantec logo, and Symantec AntiVirus
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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Table of Contents
Glossary of Terms .................................................................................................... 4
Symantec Subscription & Services Program Overview ........................................ 5
True-Down Process .................................................................................................. 6
Ordering; Reseller Partners ..................................................................................... 6
Affiliate Purchasing .................................................................................................. 7
Territory ..................................................................................................................... 7
Enterprise Maintenance ........................................................................................... 8
Appendix B: True-Down Worksheet ...................................................................... 11
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Symantec Subscription
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Glossary of Terms
The capitalized terms used in this Handbook are defined as follows
“Actual Use Level” means the use level at which the Customer is using the S&S
Offering(s), even if above the Use Level authorized by Symantec per accepted Orders.
“Affiliate” means an entity controlled by, under common control with, or controlling a
party, where control is denoted by having fifty percent (50%) or more of the voting
power (or equivalent) of the applicable entity.
“Channel Partner” means any Symantec authorized distributor or reseller that may place
Orders for S&S Offerings on behalf of a Customer, in the Territory in which Customer is
located.
“Licensed Software” means a Symantec software product, in object code form, including
any documentation included in, or provided for use with such software.
“Maintenance” means security content updates, product updates, version upgrades and
technical support designated for S&S Offerings. Maintenance is provided and performed
subject to Symantec’s then-current terms, policies and processes.
“Meter” means the unit of measurement by which Symantec measures, prices and sells
the right to use a certain S&S Offering. The applicable Meter in effect at the time an
Order is accepted, is indicated in the Order Confirmation, unless otherwise superseded
by this Handbook.
“Order” means Customer’s purchase order with sufficient detail to allow Symantec to
accept Customer’s order and accurately invoice Customer for the S&S Offering(s)
ordered or Channel Partner’s purchase order placed with Symantec on behalf of
Customer for the S&S Offering(s).
“Order Confirmation” means the digitally generated certificate or license document, or
written agreement between Customer and Symantec, that accompanies, precedes or
follows an Order, which may define, but is not limited to, product, service, quantity,
territory and subscription term.
“S&S Offering” means any Symantec product or service, made generally available and
designated as an S&S Offering.
“Subscription Period” means the period of time that Customer is authorized to use an
S&S Offering.
“Use Level” means the quantity of entitlements to the S&S Offering(s), per applicable
Meter, for which Symantec has issued an Order Confirmation.
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Symantec Subscription & Services Overview
The Subscription & Services model offers organizations streamlined procurement of
Symantec software and services, and a flexible way to purchase subscription-based
licenses or other usage rights that are bundled with Maintenance to help reduce the
total cost of software use.
The Subscription & Services model also allows for the flexibility to build your own
bundle components to customize to your specific environment. When building your own
bundle, you decide what options you need.
The Subscription & Services model includes Symantec products and services, including
but not limited to, software products, consulting, education and other training services,
customer success and managed security services which can be offered in a
subscription model. Please consult a Symantec reseller partner, or Symantec Sales
account manager for more information on available S&S Offerings.
All S&S Offerings include Maintenance so that important upgrades and technical
assistance will be available to you at no additional charge.
The Subscription & Services model uses the total value of the Order to determine the
discount eligibility of each Order and subsequent Orders, with higher values receiving
higher discount eligibility. As Orders are placed, the Customer can receive a higher
discount for subsequent Orders, including true-up Orders. The available discount may
be reduced if the total value of the commitment is reduced.
Enrollment Requirements
Signed Symantec Subscription & Services Agreement (“SSA”). The signed
SSA should be sent to the Symantec sales representative, based on the
Territory.
Initial Order of 250 Users or higher for Threat Protection or Information
Protection products that are licensed on a per User Meter; or
In the event that no S&S Offerings metered on a per User basis are being
purchased, then a minimum initial Order of USD $50,000.00 or higher.
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Orders
The initial Order may be submitted once the Customer has received the Welcome Letter
with their SSA Symantec Agreement Number (“SAN” or “Master SAN”. The Initial Order
must have a Subscription Period of no less than 12 months.
Following the initial Order, a Customer may continue to order any S&S Offering without
regard to order size. If you have over deployed any S&S Offering, you must place an
Order each quarter for the over deployed use level, so that subsequent invoices reflect
Actual Use Level. From time to time, a Symantec sales representative or Customer
Success Manager will review your use level with you.
True-Down Process
Customers who have purchased an applicable S&S Offering for a minimum of 36
months are eligible for a True-Down benefit for that offering as follows:
During the Subscription Period for the eligible Order, the Customer has a ten percent
(10%) unit allowance to decrease the commitment if the original Order Use Level is no
longer needed by the Customer. The reduction will apply on a go-forward basis to future
annual billings only and no portion of a previously billed Subscription Period will be
refunded. The Customer must complete a True-Down Worksheet and send to the
Symantec sales representative or Customer Success Manager at least 30 days in
advance of the billing anniversary in order for the adjustment to be made.
Ordering; Reseller Partners
Orders placed under the SSA are submitted directly to Symantec. In the event that a
Customer wishes to place their Order through a Channel Partner, the customer should
notify their Symantec sales representative.
A Customer may choose to place its Orders through any Symantec Channel Partner in
its ordering Territory. Certain restrictions may apply where Symantec solutions require
that a Channel Partner hold certain certifications or authorization levels to resell a given
solution. Please consult your Channel Partner for more information on whether they are
authorized to sell certain S&S Offerings.
Symantec provides pricing for each Order based on the Customer’s then-current
discount level. Symantec does not and cannot, however, set the Channel Partner’s
price to the Customer. Customers who are enrolled in the S&S model must provide their
SAN to their chosen Channel Partner in order to receive quotes for S&S Offerings.
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Affiliate Purchasing
The model allows Affiliates within the Territory to place Orders under the Customer’s
SAN. Affiliate Orders are applied towards Customer’s discount eligibility for the original-
named Customer and all participating Affiliates. Customers and eligible Affiliates must
provide their applicable SAN with every order.
Alternatively, Affiliates may elect to sign an Affiliate SSA and establish their own SAN
(an “Affiliate SAN”). The Subscription Period(s) for an Affiliate will be based on the
dates identified in the Affiliate SSA.
Affiliates located outside of Customer’s Territory and where the Subscription & Services
purchase model is available may also execute an Affiliate SSA.
Territory
Customers have a Territory for ordering, installation, and use of the S&S Offerings
purchased under their SAN. The Customer’s Territory is established by the contract
address to which their SAN is registered during enrollment. Any change to the contract
address, will result in a change to the Territory of the SSA. The territory for installation
and use may also change accordingly (see below).
Territory - Ordering
The default ordering territory is the country in which the Customer’s SAN contract
address is located. This is the Territory in which the Customer can place orders.
Territory – Installation and use
For most Customers, the country of their ordering territory is also the territory in which
they install and use the S&S Offerings.
Example: If the Customer’s ordering territory is Canada, they may install and use their
Symantec solutions only in Canada.
In some cases, a customer’s territory for installation and use may be broader than its
ordering territory.
Example: If the Customers ordering in Switzerland they may install and use their S&S
Offerings anywhere in EMEA (Europe, Middle East, or Africa).
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To determine where a customer can install and use the solutions ordered under their
SAN, please refer to the then-current Deployment Territory Matrix.
Maintenance
Maintenance, specifically Symantec Essential Support for Symantec software offerings,
is integrated into the S&S Offerings. More information can be found at the following web
page: https://www.symantec.com/support-center/renewals.
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APPENDIX A: Meter Overrides & Meter Definitions
If you have licensed any of the following S&S Offerings under an SSA, the Meter
applicable to your use of such offerings is as described in the table below, and such
Meters control overanything to the contrary stated in any Order Confirmation which may
be provided to you.
S&SA Offering
S&S Meter
Data Center Security
Control Compliance Suite Standards Manager for Servers
Per server
Data Center Security Server Advanced
Per server
Control Compliance Suite Standards Manager for Directory Services
Per user
Control Compliance Suite Standards Manager for Network Devices
Per device
Internet of Things
Embedded Security – Critical System Protection for Controllers
WINLX
Per device
Embedded Security – Critical System Protection for Devices WINLX
Per device
Embedded Security – Critical System Protection for Devices QNX
Per device
Data Loss Prevention
DLP Suite
Per user
DLP Network Monitoring and Network Prevent Email Web
Per user
DLP Endpoint Prevent
Per device
DLP Endpoint Discover
Per device
DLP Network Discover
Per user
DLP Network Monitoring and Network Prevent Email
Per user
DLP Network Monitoring
Per user
DLP Network Monitoring and Network Prevent Web
Per user
DLP for Mobile
Per device
DLP Cloud Prevent for Microsoft Office 365 Exchange
Per user
Encryption
PGP Command Line
Per server
Cyber Security Services
Enterprise Wide Advanced Security Monitoring Service
Per device
The definitions of the Meters specified for the S&S Offerings in the above table are
defined as follows, and will control over any conflicting definitions in any End User
License Agreements (EULAs), service description, statement of work, or other standard
terms
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Per user: each individual person who is authorized by Customer to use and/or
benefit from the use of the software or service, or each individual person who
actually uses and/or benefits from any portion of the product or service.
Per device: each single computer, storage drive, or other device with an IP
address which is authorized by the Customer to access, use and/or benefit from
the use of the software or service, or each device which actually accesses, uses
and/or benefits from any portion of the product or service, whether or not such
software or service is installed on the device.
Per server: each standalone system or an individual computer acting as a
service or resource provider to client computers by sharing the resources within
the network infrastructure, which (i) is authorized by Customer to access, use
and/or benefit from the use of the software or service, or (ii) actually uses,
accesses and/or benefits from any portion of the product or service, whether or
not such software or service is installed on the server.
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Appendix B: True-Down Worksheet
Customer Name:
Symantec Agreement Number
(SAN):
3
S
A
This worksheet is designed to facilitate the True-Down benefit. If you have decreased your Use Levels,
complete this worksheet and have it signed by an
authorized person within your organization. This benefit is
not available for hardware appliances. This worksheet must be submitted no later than 30 days prior to
your upcoming billing anniversary date to be eligible for the True-Down benefit. Contact your Symantec
Sales Representative for assistance if you have any questions.
Original
count or
count as
of last
order
True-
Down
count
reduced
during
the
previous
billing
period
Remaining
count to
be
invoiced
on a go-
forward
basis (not
less than
10% of
original)
Upcoming
billing
anniversary
date for
order
DD/MM/YY
(not less
than 30
days from
date of this
form)
Solution description
Country and
region of
deployment
(NAM, APJ,
EMEA)
Reason for reduction
By signing below, you represent that you are duly authorized to sign on behalf of the organization
identified at the top of this worksheet
Signature / Date
Once signed, please submit form to your Symantec sales representative
/