Answers to frequently asked questions (faq) for existing Symantec Endpoint Protection Small Business Edition (SEP SBE) Customers transitioning from ClientNet to My Cloud Subscription platform.
What is Symantec announcing?
In an effort to provide easier account management capabilities for our Symantec Endpoint Protection Small Business Edition customers, we’re retiring ClientNet as of November 16, 2018 to make room for the more flexible My Cloud Subscription platform.
When will the update go into effect?
On November 16, Symantec will no longer accept orders through our existing ClientNet Portal. If you are an existing Symantec Endpoint Protection Small Business Edition Customer who purchased through ClientNet, you will receive a communication that provides instructions on how to access and navigate through the My Cloud Subscription Platform to continue to transact and manage your subscription.
How does this benefit me as a customer?
My Cloud Subscription allows you to manage your Symantec subscription online and includes the following features, so you’ll never have to worry about gaps in your service:
Credit card payment options and opt-in for subscription auto renewal.
Always on capability to add additional seats to your Symantec subscription during your term of service.
Easy online updates to your contact information and billing details.
Do I need to do anything before this transition?
Yes, on or after November 16th, existing Symantec Endpoint Protection Small Business Edition (“SEP SBE”) customers can simply click here to access My Cloud Subscription using your existing Symantec login to verify your account details and add your billing information. Customers should add and review the relevant billing and payment account details prior to their next scheduled bill cycle date to avoid any disruption to services. If you don’t know your login information, select “Reset Password” and we’ll send your login information via email.
Once you login, go to Contact & Payment to verify your account information, update your credit card information and, if you would like your subscription to auto renew, click the check box to opt-in to auto renew your subscription. If you do not opt-in to auto renew, you will receive reminders before the end of your current subscription term and you will need to login and manually renew to continue your service.
How will I access the new My Cloud Subscription Platform?
Existing Symantec Endpoint Protection Small Business Edition (“SEP SBE”) customers who formerly purchased through ClientNet should have received instructions on how to access and navigate through the My Cloud Subscription Platform. You may also click here to log into My Cloud Subscription.
Can I make updates to my subscription payment options?
Yes, you can update your billing and payment details in My Cloud Subscription.
Will I be able to add additional seats to my existing subscription?
Yes, you can simply access My Cloud Subscription portal to add additional seats to your existing subscription. The added seats will automatically co-term to your existing subscription term end date.
Will this transition impact my renewal price and process?
After the transition, your subscription renewal will be managed via My Cloud Subscription and you will receive reminders of your upcoming renewal. Customers still in their current subscription term will not see pricing differences when adding additional quantity to their subscription. At the time of renewal, pricing will update to the current MSRP pricing displayed on the Symantec Business eCommerce site at www.symantec.com.
What are the available billing options?
My Cloud Subscription offers two standard billing options: monthly or prepaid annual. If already had a monthly or prepaid annual billing plan, that will stay the same. If you were on a quarterly billing plan that will change to monthly.
You will have the option to change your existing billing selection at the time of your subscription renewal.
What subscription terms does My Cloud Subscription offer?
My Cloud Subscription offers two subscription options: 12-month or 36-month subscription terms.
You will have the option to change your existing subscription term selection at the time of your subscription renewal.
Does My Cloud Subscription support non-USD currencies?
My Cloud Subscriptions supports 5 currencies today (USD, AUD, CAD, EUR, GBP). The default currency is set based on your country. Should your local currency not be available at this time, your currency will default to USD.
What if I can’t see my active subscriptions after I log in?
Should you have any issues viewing your subscriptions, the Customer Experience team is available to assist Monday through Friday between the hours of 5am PST and 5pm PST at 1-855-210-1102.
Where can I get help if I have additional questions?
Please contact our Customer Experience team Monday through Friday between the hours of 5am PST and 5pm PST at 1-855-210-1102 for any additional questions you may have, and we will be happy to assist you.
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