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Symantec struggles with Veritas customer support

Symantec has admitted Veritas customers are being let down on support, following its acquisition of the company.

At its annual Vision customer conference this week, Symantec chief executive officer John Thompson responded to criticism that Symantec was not fully supporting Veritas products acquired after the merger.

Thompson admitted, among other things, that there had been problems with customer support for the Enterprise Vault data archiving product.

He said the company had struggled to provide the right amount of skills in its support centres to address customer issues with the product.

Enterprise Vault, acquired by Veritas in autumn 2004 through an acquisition of its own, is designed to deliver the automatic archiving of e-mail.

Thompson said the company was working on fixing the support problems with this product, and admitted that support for other Veritas products had to be improved, following customer feedback.


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