Symantec TSPP Program
Symantec created the Technical Services Partner Program (TSPP) with the following primary goals:
Coordinated Support – Customers require a coordinated support delivery for a collection of technologies from various manufacturers, used at their data centers. Those technologies consist of servers, operating system software, management software, storage, networking, and security. Symantec provides much of this type of software. dcVAST provides this coordinated approach.
Local Support Relationships – Customers expect their provider to have a more in-depth knowledge of their specific computing environment. They would also benefit from on-site support on some incidents. Symantec Support from dcVAST provides this local, high touch support.
Greater Support Bandwidth – Growing a technical support operation is a complex challenge and would be better handled by enlisting a few highly qualified and certified partners to solve the ever increasing support demand. This is particularly true at the Call Center level, where one single point of contact is preferred. dcVAST is certified to provide this highly skilled Call Center resource.
TSPP Program Requirements
Training & Certification – Symantec provides Support Readiness Training for the TSPP partners. After training the TSPP partner must pass certification testing in order to be authorized to support each Symantec software product.
Call Handling – Symantec measures the effectiveness of the TSPP partner in resolving the customers’ problems. Symantec stands behind the TSPP partner, in the event that escalation is required.
Contract Administration – Symantec measures the effectiveness of the TSPP partner in handling the contract administration, including license database management and contract renewals.
Customer Satisfaction – Symantec measures the satisfaction of the customers of each TSPP partner, with the intent to ensure that they are satisfied with their support.
dcVAST Performance in the TSPP Program
Training & Certification – dcVAST has passed certification testing for all of the products that are a part of dcVAST’s IT solutions, and map to our customer’s environments.
Call Handling – dcVAST closes over 97% of the service calls without escalation to Symantec. This is the highest category of performance.
Contract Administration – dcVAST has a renewal rate of 98% of its service contracts within the timeframe of the renewal period. We have 100% referenceable customer base.
Customer Satisfaction – dcVAST scores in the highest percentile with respect to customer satisfaction, as measured, and evidenced by the high renewal performance.
Currently there are only a few TSPP partners in the US. dcVAST ranks in the highest category for overall performance, especially in service call handling and closure.
For more information about the support for Symantec Software, please read: dcVAST Service Brief - Symantec Technical Support