In today’s complex information technology support environments, clients demand a single a point of contact to resolve their most difficult technical issues. As a result Symantec has appointed Business Connexion as a technical support partner (TSP) to provide frontline support for authorised Symantec products.
As a TSP, Business Connexion has made a substantial commitment to train post-sales staff on the Symantec Data Protection, High Availability, and Disaster Recovery Environments.
Gerald Albertyn, divisional manager: services at Business Connexion, says: “The TSP status takes our relationship with Symantec to a new level. Our investments in resources and training enable us to increase the effectiveness of the Symantec solutions we design, implement and support in terms of manageability, availability and performance."
To become a TSP, Business Connexion needed to achieve the highest level channel certification with Symantec, namely being a Symantec Platinum Partner, which attests to the company’s capability in planning, designing, deploying and testing complex software solutions.
Business Connexion’s fully staffed 24x7x365 Global Service Management Centre was also taken into consideration in assessing its ability to meet the specified service level criteria.
“Being part of the technical services partner programme (TSPP) gives us priority access to Symantec’s support centres and will ensure that calls placed by us are fast tracked through the system and the appropriate engineers engaged as quickly as possible,” says Albertyn.
He says that by investing in the TSPP, Business Connexion is able to offer its Symantec clients the benefit of reducing time to resolution and subsequent risk. The TSPP also gives Business Connexion access to a substantial knowledge base on Symantec products.
A requirement of the program is that partners maintain knowledge and expertise on the Symantec products they are supporting throughout their lifecycles. This is achieved via continuing Support Readiness Training (SRT) courses, which are offered on the majority of products. Symantec also performs regular business reviews with partners to ensure that both Symantec and the partner are fulfilling the terms of the support partnership.