Renewal Access Overview

March 2009

Renewal Access Pilot 2

Components of Renewal Access

Partner Renewal Visibility: Gives partner visibility into upcoming renewals in advance of each quarter via email reports.

Customer Notifications: Customers are sent email notifications prior to license or support expiration, encouraging them to renew with their partner of record – Does not include Named or Rewards opportunities

Renewal Access Customer Portal: Allowing customers online access to purchase expired or version upgrade licenses at MSRP, or view their upcoming license expirations so they can request a quote from their partner.

Renewal Access Call Center: Our team works on partners’ behalf to send out renewal notifications and reports, and to contact customers post-expiration to close renewal transactions.

Partner Renewal Rebate: Partners receive a 20% rebate on renewals transacted by customers through the Renewal Access portal or call center when they are named by the customer as the partner of record.

Renewal Access Pilot 3

Updates to Notification ProcessNon-Rebate

• Customers are sent email notifications as follows: 60-day and 30-day renewal notices provide information

on the reseller of record.

Customers will now be directed to the customer portal, with viewing capability only – no transaction capability

Line items will not be visible on the notification

5-day and 30-day post expiration notices direct the customer to their preferred partner, and also provide the option to renew online. 

Phone calls to the customer 15-days post expiration as a courtesy follow up, customer is encouraged to work with their partner, or to renew through the call center.

Renewal Access Pilot 4

Updates to Notification ProcessRebate

• Customers are sent email notifications as follows: 60-day and 30-day renewal notices provide information

on the reseller of record.

5-day and 30-day post expiration notices direct the customer to their preferred partner, and also provide the option to renew online. 

Phone calls to the customer 15-days post expiration as a courtesy follow up, customer is encouraged to work with their partner, or to renew through the call center.

Renewal Notification Sample

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• Customer Online Portal: To facilitate the viewing of all line items of a renewal opportunity or transact on behalf of the partner at Express, Government or Academic Banded MSRP.:

• Pre-expiration can only view the lines and not transact

• Post expiration – transaction (optional)

• Partner of Record: Partner name & phone number highlighted on the notification for customer convenience

• Symantec Renewal Specialists: To assist the customer, directing them to their partner, or, if post-expiration, to complete their renewal transaction

Portal Summary Page

Customer number to be changed to Renewal ID

Portal Line Detail Page (Top)

Portal Line Detail Page (Bottom)

Support Estimate Sample

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• Partner Referral: Customer is reminded to work with their partner

• Renewal Detail: To facilitate the quoting for partner, pertinent information regarding each line item is included (Renewal ID on notifications, to be included here, as well).

• Pricing: Pricing is always at MSRP, based on qty and number of years (appearing in Support Level description)

Resources and Support

1. Request the closure of notifications, if already renewed: sales@symantecsmbrenewals.com

1. Need – Customer name/contact email/Renewal ID

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