“Our Developers and DBAs use Precise ił for their first line of defense in server and SQL performance and monitoring, and has become an absolute necessity in our database operations.”
FAQ
With more than 1,500 customers in more than 60 countries, Precise software delivers unprecedented transparency, resolution, and prevention for business transaction problems. Here are some questions we frequently hear from our customers. If you have another question you need answered, please email us.
Q. How are existing Symantec APM customers supported?
A. Symantec APM customers will not notice any interruption in support or appreciable change in support deliverables. Symantec will receive the customer call and will verify the customer is entitled to receive Support services. Symantec will establish the severity level of the customer’s problem and will then route the customer case to Precise.
Q. How can existing Symantec customers convert their support contract directly to Precise?
A. If you are interested in working directly with Precise Technical Support, please contact your Precise Account Manager or email us.
Q. How are new Symantec APM customers supported?
A. Precise is providing all support services for APM products to Symantec’s customers, including engineering modifications to resolve support cases. Customers will be receiving support from the same people and systems from which they have gotten it under Symantec. Precise will comply with the Symantec support certificate, enterprise technical support policy and support contract commitments owed to Symantec customers, along with Symantec’s standard case management activity goals.
Q. What about upgrades? Will they continue as with Symantec?
A. The upgrades will come from Precise. There will not be any change in the upgrade schedule.
Q. Will Precise continue to offer Business Critical Services?
A. Precise will provide a number of premium support services. Business Critical is a Symantec service and will not be provided as–is by Precise. Symantec Business Critical (BCS) customers will continue to receive applicable BCS deliverables and entitlements, for the term of their Symantec contracts, either directly from Symantec, or with Precise.
Q. Will Precise continue to offer Implementation Services?
A. Yes. All APM Consulting resources have become Precise employees. These experienced consultants will remain dedicated to delivering implementation services for APM products to ensure continuity for our APM customers. Symantec no longer offers APM Professional Services.
Q. What if a customer has a question about a Professional Service engagement? Who should they contact?
A. Please contact your local Precise Account Manager or email us.
Q. Will Precise offer APM education and training?
A. Yes. The Precise Professional Services team will continue to deliver all education and training.
