Support Fundamentals

Explore Support

Veritas / Arctera Support is committed to help you become successful with your products and services across cloud, on-premises, and hybrid cloud platforms. Our team of experts helps ensure your success by consistently providing positive outcomes to your support experience and needs.

Getting started with Veritas / Arctera support

Licensing and Entitlements

Gain a high-level introduction to managing your product entitlements.

Learn More

Self-help Resources

Learn about our support resources you can utilize to troubleshoot your products.

Learn More

Accessing My Software

Learn how to download your software through the Entitlement Management System.

Learn More

How to Contact Support

Learn about the various ways in which you can contact support.

Learn More

Getting started with Veritas / Arctera BCS support

Business Critical Services (BCS)

Learn about BCS enhanced support solutions.

Learn More

BCS Global Handbook

Learn about our support resources you can utilize to troubleshoot your products.

Learn More

BCS Proactive Support Services

BCS Premier Proactive Support Options across products.

Learn More

BCS Covered Products

BCS Premier and BCS Remote Product Specialist (RPS) software coverage.

Learn More

Additional Resources

Support Documentation

Technical Support Solutions Handbook
Local Language Support
VEMS User Guide

Self-help Resources

NetInsights Console
Veritas / Arctera Knowledge Base
VOX Community Forum

Support Policies

Veritas / Arctera Verified Support
Veritas / Arctera Technical Support Policy
Veritas / Arctera Appliance Support Policy
Global Renewal Policy
Veritas / Arctera Product Life Cycle
Service and license agreements

Have questions?

What can the support site do for me?

Our award-winning Support site offers you a multitude of time saving tools that give you the power to diagnose and resolve many of your product related challenges. We have consolidated our offerings into simple, easy to navigate pages deigned to offer you solutions.

Let us help you diagnose and solve your technical issues with our robust knowledge base and documentation content. Visit our new and improved Download Center to obtain the latest software and patches. Our site can also connect you to our world class Support team using chat, case management vis the customer portal or phone.

We encourage you to frequently visit our page to see what we are doing to better serve you!

What is our vision, mission and goals?

Mission: Enable an effortless customer experience by driving the strategic direction for the systems, tools and infrastructure that facilitate global services and support success.

Vision: Our vision is to continually evolve the support you receive by infusing our tools and processes with cognitive features - fueled by knowledge and driven by insights. These cognitive abilities are going to:

Simplify your experience with Veritas / Arctera Support
Improve our interactions with you
Deliver value to you from expanded insights
Deliver high quality content and user experience

Goals: Our goal is to make your experience with Veritas / Arctera Support simple, seamless, and effective, so you can focus less on issues and more on how our products and services will help your business.

Where I can find the product life cycle information?

At Veritas / Arctera, we define our product Lifecyle in the following ways.

When was the Release date?
What does Extended Support start?
When does Sustaining Support start?
When is the End of Support?

For the answers to these questions, please visit our Product Life Cycle Page. We describe the sequence of phases our products go through from General Availability (GA) through maturity and decline in our Veritas / Arctera Product Life Cycle policy.

Where we can see the latest news for Veritas /Arctera support?

Please visit our support landing page to view the latest support news.

What are the different types of content that we are offering?

We are providing multilingual content support. This includes Knowledge Base articles, Community Forums, Software Downloads, Product Guides, Release Notes, Technical Alerts, product lifecycle information, Compatibility Lists, Security Vulnerability, and Product Spec/Data Sheets in all web accepted format. To learn about more services, please visit our support homepage.

How do online Support Service Renewals work?

Veritas / Arctera helps you protect and maximize your Veritas / Arctera software and appliance investments and is committed to your success with our products and support services. Maintenance/Support offerings vary but typically include access to software downloads, delivery of bug fixes, incident management, and the Knowledge Base, as well as other benefits. Please refer our global renewal policy.

Where I can find Veritas /Arctera local language support?

You can find local language support by visiting our contact us portal or download local language support handbook click here.

How do I open or review a Support Case?

To open or review your support case, please visit our knowledge base article ‘How to create a support case for Veritas / Arctera Technical Support’ for in depth & step by step guidance.

What products am I entitled to download?

The Veritas / Arctera Download Center provides the ability to download Veritas / Arctera products purchased by Veritas customers. To download product releases and updates, customers will need to have a Veritas account, need to have their Veritas account linked to Veritas Entitlement Management System (VEMS) account(s) and have an active maintenance entitlement.

If you don’t have a Veritas / Arctera account, you can create one by clicking the Sign in link at the top of the page, then clicking Create one. Once you have completed your registration, you will be able to log into your Veritas account and be able to view any entitlements held by VEMS accounts that your Veritas account is linked to.

For more information, please visit our knowledge base article ‘How to confirm eligibility for software downloads’ which provide you in depth & step by step guidance. In case of any more information, please do visit our support homepage.

How can I order new software?

Please visit our ‘Contact Us’ page and feel a short form with accurate information whereas our sales expert team will reach out to you for your software requirement and order processing.

How do I get the latest version or patches to my software?

The Veritas / Arctera Download Center provides the ability to download Veritas / Arctera products purchased by Veritas / Arctera customers. To download product releases and updates, customers will need to have a Veritas / Arctera account, need to have their Veritas / Arctera account linked to Veritas / Arctera Entitlement Management System (VEMS) account(s) and have an active maintenance entitlement.

If you don’t have a Veritas / Arctera account, you can create one by clicking the Sign in link at the top of the page, then clicking Create one. Once you have completed your registration, you will be able to log into your Veritas / Arctera account and be able to view any entitlements held by VEMS accounts that your Veritas / Arctera account is linked to.

For more information, please visit our knowledge base article ‘How to confirm eligibility for software downloads’ (refer section DOWNLOADING PRODUCT RELEASES & DOWNLOADING PRODUCT UPDATES) which provide you in depth & step by step guidance. In case of any more information, please do visit our support homepage.

What is BCS and where I can find the BCS related information?

Business Critical Services (BCS) are our most comprehensive support services offerings. BCS helps unlock the value of your Veritas / Arctera investment by establishing a personalized partnership to simplify operations, maximize your Veritas / Arctera investment, lower risks, and reduce downtime of critical business applications.

For more information about Business-Critical services, please visit BCS homepage & support homepage.

A List of acronyms applicable ESS, EOSL, SORT, VEMS, EID, etc.

ESS	Extended support start
EOSL	End of support life
SORT	Veritas / Arctera Services and Operations Readiness Tools
VEMS	Veritas / Arctera Entitlement Management System
EID	Entitlement ID
BCS	Business Critical Services
EOSS	End of standard support
LP	Language Pack
SSS	Sustaining Software Support
TSE	Technical Support Engineer
SLA	Service Line Agreement
NB/ NBU	NetBackup
EULA	End User License Agreement
EV	Enterprise Vault
BCS	Business Critical Service
RPS	Remote Product Specialist