Answers to frequently asked questions around new subscription platform for Symantec Endpoint Protection Small Business Edition (SEP SBE).
1. What is Symantec announcing?
In an effort to provide easier account management capabilities for our small business customers, Symantec has upgraded its subscription platform. All customers with multiple entitlements will have their licenses automatically consolidated under a single subscription based on your Symantec Customer ID, subscription term (one, two or three years) and currency. Note: customers with a single subscription and single end date will not be impacted.
2. When will the update go into effect?
All consolidations will occur on September 15, 2017.
3. How does this benefit me as a customer?
For customers with multiple licenses of SEP SBE, these licenses will be consolidated into a single subscription based on your Symantec Customer ID, subscription term and currency for easier account management—often with only one subscription to track and a single invoice to manage for renewal.
4. How will the consolidation impact my renewal price and process?
For customers with multiple entitlements of SEP SBE with the same renewal date, there will be no pricing impact. Customers enrolled in our auto-renew program will continue to automatically renew their subscription to the credit card information on file with a single invoice. Customers not enrolled in our auto-renew program will now be able to renew all entitlements with a single click, as opposed to renewing multiple times on the same day.
For customers with multiple entitlements of SEP SBE with different renewal dates, all entitlements will be co-termed based on the subscription—determined by your Symantec Endpoint Protection Customer ID, subscription term and currency. We will leverage the earliest renewal date for your entitlements, determine the prepaid amount for the months from the remaining entitlements and convert the prepaid amount to automatically extend your term, at no additional charge.
5. What will be the consolidation experience for me as a customer?
There is no immediate action required unless your subscription is due for renewal. In the SEP SBE management console, you will notice only one subscription for each subscription term order you have, as opposed to multiple lines for each entitlement.
Upgraded Subscriptions Platform
6. Will I have the ability to make changes to my subscription payment options?
Symantec is working to offer customers the ability to make changes to their subscription prior to renewal. You will be notified via the SEP SBE management console and a Symantec email once you are able to make changes.
7. I have a two-year or three-year term for my Symantec Endpoint Protection SBE subscription. Previously, I could only renew for a single year. How will the upgraded subscription platform impact me?
If you have a two-year or three-year term for your subscription, renewals on the upgraded subscription platform will be for your original term length (two or three years), as opposed to only one year. This will minimize your need to continually renew every year moving forward.
8. Do I need to do anything before this upgrade?
If your subscription is up for renewal and you are not leveraging our auto-renewal option, please make sure to renew your subscription before the subscription term end date. If you are on auto-renewal, your credit card will automatically be charged on your subscription term end date. You may opt out of the auto-renewal service at any time.
9. What if I have additional questions?
Please contact Symantec Customer Care for any additional questions you may have, and we will be happy to assist you.
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