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Migration 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.
NOTE: In this FAQ, you will find that APM products and services that are sold under Symantec contracts are referenced as "Symantec-branded", whereas APM products and services sold under Precise contracts are referenced as "Precise-branded".
- About Symantec
- About Precise
- End Of Life (EOL) of Symantec-branded APM product line
- What products are affected by Symantec's End of Life Announcement?
- As a customer with Symantec-branded APM licenses. What does the EOL announcement mean to me?
- The End of Life announcement refers to Standard and Partial Support. What does this mean?
- Does End of Life mean that I can no longer purchase more APM licenses from Symantec?
- I have a support contract with Symantec for APM. What does the End of Life announcement mean for me?
- By what date will I no longer be able to obtain support from Symantec on my APM products?
- Migration Path
- Is there a migration path available to Symantec-branded APM customers?
- How do I contact Precise to learn more about its offerings?
- Why would I want to obtain Precise-branded APM offerings if I have a valid agreement with Symantec?
- I purchased my APM licenses from Symantec via the Express buying program. Will I receive the same benefits under the Precise terms and conditions?
- I purchased my APM licenses from Symantec via the Rewards Buying Program. Will I receive the same benefits under the Precise terms and conditions?
- I have a site license agreement (e.g. Enterprise Flex Agreement) with Symantec. When can I obtain Precise-branded licenses and support?
- I have a site license agreement (e.g. Enterprise Flex Agreement) with Symantec which includes a contracted renewal rate for subsequent years of support (grey year renewal pricing). Should I renew with Symantec or work directly with Precise?
- I have Business Critical Support (BCS) today. How is this affected by the EOL announcement?
- Can I obtain Precise-branded APM products and Precise-branded support if my Symantec maintenance has expired?
- Additional Topics
About Symantec
Why did Symantec sell the APM product line?
Symantec sold the APM business to better serve its customers. Symantec recognizes that more investment into the technology is critical. This transaction provides customers with more focus and investment in the technology. It protects the investments that our customers have made in the APM solutions while allowing Symantec to focus on its mission of securing and managing the world's most valuable asset – information. Ultimately, the APM business, optimizing the performance of applications, does not fit into the long-term strategic direction of the overall Symantec business.
About Precise
How long has Precise™ been delivering the technology around APM?
In 2008 a group of investors established a new company by the name of Precise Software Solutions to acquire and leverage 18 years of expertise delivering application performance products for all major packaged applications (SAP, Oracle eBusiness Suite, PeopleSoft, Siebel), custom applications (J2EE, .NET), and databases. Precise helps companies prevent application performance problems with innovative Transaction Performance Management (TPM) solutions. Precise TPM delivers transaction transparency, time-to-repair to over 1,500 customers worldwide.
How can I learn more about Precise?
To learn more about Precise and its products and services please go to www.precise.com
End Of Life (EOL) of Symantec-Branded APM product line
What products are affected by Symantec's End of Life Announcement?
Product Version End of Life Date Standard Support period Partial Support period End of Support Life Symantec Insight Inquire™ 4.0 6-Oct-08 None 10/6/08 to 7/1/09 1-Jul-09 Symantec Indepth™ for DB2® Universal Database™ 2.5 6-Oct-08 None 10/6/08 to 7/1/09 1-Jul-09 Symantec i3™ 8.0 6-Oct-08 10/6/08 to 31-Mar-10 None 31-Mar-10 Symantec Application Service Dashboard™ 2.0 6-Oct-08 10/6/08 to 31-Mar-10 None 31-Mar-10 Please note that capitalized terms in the chart above have the same meaning as given in Symantec's Enterprise Technical Support Policy available at: http://www.symantec.com/business/support/Enterprise_Technical_Support_Policy.pdf
I am a customer with Symantec-branded APM licenses. What does the End of Life (EOL) announcement mean to me?
As a valued customer, it is important to inform you that the Symantec-branded APM products listed above have entered into "End of Life" ("EOL"). This means several things:
Effective October 6, 2008, Symantec ceased all development of product upgrades and updates for the Symantec-branded APM products listed in the chart above.
Symantec will continue to provide support services (whether you have Basic or Essential support currently) in accordance with the chart above (see answer to question "a"). No technical support or engineering support will be provided after the "End of Support Life" date except as noted below in this FAQ regarding site license and Business Critical Support customers.
The End of Life announcement refers to Standard and Partial Support. What does this mean?
"Standard Support" means a level of support services that Symantec provides to customers in response to a case, once a product version has reached its End of Life. Under Standard Support, a technical support engineer and/or applicable engineering resources will provide fixes and error corrections for your software. Standard Support is limited to modifications or additions to software that establish or restore substantial conformity with its documentation. Under Standard Support, engineering-level assistance is primarily provided in cases where there has been data loss, production system down, or significant security vulnerabilities identified, or other significant product defects.
"Partial Support" is a more limited level of Support Services than Symantec customers would receive under "Standard Support". Partial Support is when the Symantec technical support engineer provides customers with known fixes/patches/workarounds, existing maintenance packs, or information from Symantec's technical knowledge base in response to a customer's request for assistance. Partial Support does not include development of any new modifications to software. Nor will Symantec attempt to reproduce a problem or escalate issues through management channels or to its engineering resources. Partial Support will be subject to the availability of resources, and Symantec may need to limit the time it is able to spend on each problem.
Does End of Life mean that I can no longer purchase more APM licenses from Symantec?
Symantec customers can continue to purchase additional Symantec-branded APM licenses until April 3, 2009. Please use SKUs from a previous purchase order when placing an order through your normal Symantec sales channel.
Because Symantec has announced the EOL of Symantec-branded APM products and will not be developing and distributing new features and functions for these products, you may wish to address any new license needs directly with Precise by obtaining Precise-branded APM licenses. Please contact: sales@precise.com.
Symantec no longer sells renewal support for Per Copy Symantec-branded APM licenses. If you want to obtain Precise-branded licenses and related support, please contact Precise for more information: sales@precise.com
For Site License and Business Critical Support customers, please note that Symantec will honor the agreement for your Symantec-branded APM licenses, including mandatory and optional renewal years.
I have a support contract with Symantec for APM. What does the End of Life announcement mean for me?
Customers with Per Copy Licenses: Symantec will provide Support Services for your Per Copy Symantec-branded APM products through the end of your existing support contract in accordance with the table above (see answer to question "a") until the relevant End of Support Life date.
Customers with Symantec Site Licenses and/or Business Critical Support: Symantec will provide Support Services under your Site License and Business Critical support agreements through the end date of your initial mandatory renewal period as well as any optional renewal periods you elect under that support contract.
By what date will I no longer be able to obtain support from Symantec on my APM products?
Symantec will no longer provide support after the dates listed in the "End of Support Life" column on the right side of the chart above (see answer to question "a"), except with respect to site license and Business Critical Support agreements. For Symantec customers who have Symantec-branded site licenses or Business Critical Support (BCS) services with mandatory periods of support and/or renewal periods, Symantec will continue to honor the terms of those agreements for their duration. The foregoing applies to:
- Site license agreements (including Enterprise Flex Agreements) with mandatory renewal periods and optional renewal periods you elect,
- BCS services, whether or not they may be a part of a site license agreement, including optional renewal periods
Migration Path
Is there a migration path available to Symantec-branded APM customers?
Customers with Symantec-branded APM licenses and a current Symantec-branded APM support contract may wish to purchase new Precise-branded APM licenses and Precise-branded support contracts directly with Precise that will entitle you to receive future updates to Precise-branded APM products.
Please note that you may need to provide Precise with details regarding your Symantec-branded APM licenses and support contract in order to determine what offerings from Precise may meet your needs.
Please contact Precise directly to learn more about product and support offerings that may be available to Symantec-branded APM customers.
How do I contact Precise to learn about its offerings?
You may contact Precise directly to find out about its offerings and how to purchase Precise-branded APM licenses:
- Web URL: www.precise.com/lp/migration
- E-mail Address: sales@precise.com
- Telephone: 1-877-845-1886 (US only) or +1-650-264-4098 (international), and ask for Sales
Why would I want to obtain Precise-branded APM offerings if I have a valid agreement with Symantec?
Symantec-branded APM products have reached End of Life, and Symantec will no longer be developing any new features and functions for them or issuing new product updates. Symantec will wind down the distribution and support for these Symantec-branded APM products. By obtaining Precise-branded APM licenses and support you will have the right to obtain developments and updates for APM technology going forward.
Precise hired many of Symantec's experienced APM support personnel and product development engineers, and Symantec subcontracted to Precise the delivery of support services under all Symantec-branded support contracts. As a result, Precise has been carrying out the delivery of support services to Symantec customers in accordance with the terms of those contracts and Symantec support policies since the divestiture. Precise is investing in the Precise-branded APM technology to develop new features and functions. Precise has announced its plans to release a new version of the APM product range early in 2009.
I purchased my APM licenses from Symantec via the Express buying program. Will I receive the same benefits under Precise terms and conditions?
The Express buying program is a Symantec sales vehicle used to sell Symantec licenses. Precise is an independently owned and operated company and as such transacts business under its normal operating practices. While Precise does not offer the Symantec Express buying program, Precise offers a variety of licensing vehicles that may meet your needs. For further information please contact sales@precise.com or call 1-877-845-1886 (US only) or +1-650-264-4098 and ask for Sales.
I purchased my APM licenses from Symantec via the Rewards Buying Program. Will I receive the same benefits under the Precise terms and conditions?
As with the Express Buying Program above, the Symantec Rewards Buying Program is an offering specific to Symantec. Precise does not offer the Symantec Rewards Buying Program. Precise offers a variety of licensing vehicles that may meet your licensing needs. For further information please contact sales@precise.com or call 1-877-845-1886 (US only) or +1-650-264-4098 and ask for Sales.
I have a site license agreement (e.g. Enterprise Flex Agreement) with Symantec. When can I obtain Precise-branded licenses and support?
You may obtain Precise-branded licenses and Precise-branded support at any time. However, you must continue to meet all of the remaining contractual obligations in effect between you and Symantec for the balance of the Symantec-branded support term in the site license agreement.
I have a site license agreement (e.g. Enterprise Flex Agreement) with Symantec which includes a contracted renewal rate for subsequent years of support (grey year renewal pricing). Should I renew with Symantec or work directly with Precise?
Renewal of Symantec-branded support and maintenance for periods after the initial term of a site license agreement (grey years) is optional. A customer has the option to renew with Symantec under the terms of their agreement or work directly with Precise for a new Precise-branded support contract. NOTE: you must continue to meet any remaining contractual obligations in effect with Symantec for the balance of the contract term, including mandatory support renewals.
I have Business Critical Support (BCS) today. How is this affected by the EOL announcement?
Your BCS contract for Datacenter, National and Global coverage will remain active through the expiration of your current Symantec-branded support contract, including all mandatory support periods and, if applicable, optional renewal periods you elect. Please contact your Symantec sales representative for details if you elect to exercise your optional renewals.
Feel free to contact Precise to learn what support offerings they may have available that may meet your needs. Currently, Precise does not offer a BCS equivalent but this may change as Precise determines the level of demand for such an offering.
Can I obtain Precise-branded licenses and Precise-branded support if my Symantec support has expired?
Customers whose Symantec-branded APM support contracts have expired/are no longer active, can purchase new Precise-branded APM licenses and Precise-branded support contracts directly with Precise.
Please note that you may need to provide Precise with details regarding your Symantec-branded APM licenses and support contract in order to determine what Precise offerings may meet your needs.
Please contact Precise:
- E-mail Address: sales@precise.com
- Telephone: 1-877-845-1886 (US only) or +1-650-264-4098 (international), and ask for Sales
Additional Topics
What type of information will Precise need as proof of my Symantec APM licenses and support if I chose to purchase Precise-branded APM products?
In order to take advantage of any Precise-branded APM offerings, Precise may ask you to provide them with copies of contracts with Symantec, invoices or other information. Symantec realizes that the primary means of verifying your Symantec-branded products and support are the original license and support contracts undertaken with Symantec. Let Symantec know if you have any questions abut materials that Precise may request from you. In general Symantec will support you providing whatever materials Precise may reasonably need to help verify the level of product licenses and support you have.
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