Version Upgrades FAQ

A Software Version Upgrade is a new version of software available for free to customers with current maintenance/support for their existing version of the software. It is available on the date of the release of the new software. Symantec will notify eligible customers of this entitlement.

Customers who do not have current maintenance/support, have an opportunity to purchase the software version upgrade for qualified products at a discounted price.

You are able to see your Software Version Upgrade notifications on the Symantec Licensing portal using the following steps:

1. Go to https://licensing.symantec.com
2. Login or create an account
3. Once logged in, click the Software Version Upgrade button
4. Click the “I do not have a notification ID” button
5. Follow the instructions on the proceeding pages to obtain your upgrade.

Symantec will send Software Upgrade Notifications to eligible customers starting on the product release date.

Email notifications will be sent to customer contacts designated as Technical Contacts or contacts designated as License Owners within the Symantec Licensing Portal. For customers without email addresses within the Symantec Licenging Portal, a physical letter Software Version Upgrade notification will be sent to the address on record.

If for some reason you have not received your notification, you may go to the License Portal to retrieve your upgrade. By entering your customer number, you will see all available upgrades.

See "In which languages will Symantec Endpoint Protection and Symantec Network Access Control be available?" for the product release language schedule.

Business customers are entitled to request a Software Version Upgrade Notification, to upgrade their software to the appropriate new version if they have current maintenance/support subscriptions for those products, by requesting a chat with a Customer Care Agent.

FileConnect is Symantec’s electronic software distribution website which allows Symantec customers to download their enterprise products or order a media kit.

The FileConnect website is available at https://fileconnect.symantec.com.

To download software:

• Select a language to log into FileConnect
• Enter serial number and click Login
• Read and agree to the License Agreement
• Choose Software
• Select Download Method
• Click Download

• From the Upgrade Center, click View/Order for the notification you wish to download.
• You will be provided with a link to FileConnect. Click on this link.
• Select a language to log into FileConnect.
• Read and agree to the License Agreement.
• Choose Software.
• Select Download Method.
• Click Download.

Software version upgrade customers are entitled to one(1) copy of the media kit per serial number.

Users directed to FileConnect should follow the instructions on their notification email or letter to order physical media.

Users accessing FileConnect from the Licensing Portal should follow the steps below to order physical media:

• Select “Ship me a CD” from the menu.
• Select Product.
• Click Order.
• The “Order CD – Shipment Information” page will appear. Fill out all required fields and click Submit.
• You will then see your CD order confirmation.

Contact your Regional Customer Care team for assistance if this option is not available.

No, your maintenance end date will not change if you upgrade. You will be entitled to use the new version of the product under the terms of your current agreement.

The Symantec Licensing Portal is an online tool used primarily for registration of licenses or maintenance/support and delivery of keys/license files. Some products send the license keys automatically via email and only require the Licensing Portal for maintenance/support registration. Symantec has made significant improvements to the Licensing Portal based on feedback from our partners and customers, resulting in a simplified portal experience. The improved Symantec Licensing Portal delivers multi-function capabilities in one easy-to-navigate portal. The license portal user guide can be found at: https://licensing.symantec.com/acctmgmt/home/Jump.jsp

If your maintenance/support contract(s) expire, you will need to request a reinstatement of your maintenance/support contract via your reseller.

If your maintenance/support agreement is due to expire, please contact your selected reseller to ensure your entitlement is updated prior to expiration or refer to the this page for additional information: http://www.symantec.com/business/products/licensing/renewals.jsp. This will enable us to help you obtain access to the latest product upgrades, product functionality and fixes available under maintenance/support, and also enable you to protect your business environment from unnecessary risk.

If you have lapsed on your renewal and are now post expiration you can purchase a Software Version Upgrade which will incur a higher cost than a maintenance/support renewal but provides a sizable discount off the MSRP.

Symantec typically sends out 60 day notifications prior to expiration, offering details of your pending license renewal. Please contact your reseller to process your renewal refer to this page for additional guidance: http://www.symantec.com/business/products/licensing/renewals.jsp.

Please include your Symantec Agreement Number (SAN) with all correspondence to your preferred partner/reseller.