Important Reminders

Veritas (now part of Cohesity) has migrated support for the NetBackup products to the Cohesity support platform and no longer shares a support platform with Arctera. Support for all Cohesity products is available via MyCohesity (https://my.cohesity.com/). For details as to how to access NetBackup product entitlments in the Cohesity Entitlement Management System, please refer to this Cohesity KB article - https://support.cohesity.com/s/article/article-100048764.

If you have any questions or issues with the Arctera Support portal (Support | Arctera), please contact the company's Customer Care (Contact Support | Arctera™) for the product that you purchased. 

Introduction

This is a dynamic document intended to eventually replace the existing Arctera Entitlement Management System guide as well as the existing "Help" section of VEMS.

Quick Reference

• ACCESSING VEMS
• GENERATING LICENSE KEYS
• SELF SERVICE
  • Includes requesting access to accounts, certificate reprints, account information changes
• ENTITLEMENTS PAGE
  • Includes seeing everything under your accounts and exporting a list of entitlements
• OVERVIEW OF VEMS PRIVILEGES
• MANAGING USERS FOR ADMINS

Full Table of Contents

• NOTICES
• SUPPORT
• GETTING MORE INFORMATION ABOUT PRODUCT LICENSING
• OVERVIEW
• ENTITLEMENTS OVERVIEW
• HOW ENTITLEMENTS ARE CREATED
• ENTITLEMENT STATUS
• ACCESSING VEMS (HOW USERS ARE CREATED AND HOW TO LOG IN
• MENU OVERVIEW
• DASHBOARD PAGE
• ACCOUNTS PAGE
• ENTITLEMENTS PAGE
• DOWNLOADS PAGE
• LICENSE KEYS PAGE
• ENTITLEMENT DETAILS PAGE
• SELF SERVICE PAGE
  • ADMINISTRATORS
  • NON-ADMINISTRATORS
• GENERATING LICENSE KEYS
• ADMINISTRATION PAGE
  • OVERVIEW OF VEMS PRIVILEGES

Terms and Conditions

Veritas Entitlement Management System terms and conditions are provided in the User Agreement available on support.veritas.com.

Privacy Policy

https://www.veritas.com/about/privacy

Service and License Agreements

https://www.veritas.com/company/legal/license-agreements

Other Legal Notices

https://www.veritas.com/about/legal

Contact and Case Creation Information

Support information is available at https://www.veritas.com/support

Customer Care

Customer Care is available to assist with non-technical issues such as:

• VEMS
• Questions regarding product licensing
• General product information 
  • For information on purchasing Veritas offerings, you may contact your Veritas Sales rep or preferred Veritas partner. For information on locating a Veritas partner, please see the Veritas Partner Locator.
• Information about upgrade assurance and support entitlements
• Advice about technical support options

Customer Care cases can be created by selecting non-Technical Support case types such as General Licensing in the Support Portal or by calling the appropriate regional phone number.

Technical Support

Please see https://www.veritas.com/content/support/en_US/terms/support-fundamentals for more information on technical support. 

Additional information on opening cases online is available at Veritas Support Conctact Support. 

NOTE: The steps to open a non-technical case are largely the same as creating a technical case with one exception: Active maintenance is required to open a technical case. An active support entitlement must be selected during case creation. Non-technical cases, such as General Licensing, do not require an active support entitlement. 

GETTING MORE INFORMATION ABOUT PRODUCT LICENSING

General product licensing information is typically available via the Knowledge Management section at support.veritas.com. Use the search feature to search for “Licensing Guide” e.g. “Backup Exec Licensing”. Look for Licensing Guides or Licensing Overviews in the results. If you have any questions, please contact Customer Care per the instructions in the Customer Care section.

OVERVIEW

This guide is for Users of the Veritas Entitlement Management System (VEMS). The Veritas Entitlement Management System is a web-based portal that provides access to Veritas Entitlements granted to Veritas customers and partners. Users of this portal can manage their Entitlements, download software, and generate License Keys.

Benefits

• Ability to manage Veritas Entitlements
  • Self-serve access to Entitlement Information
  • Ability to group Entitlements, limit access to a subset of Users
  • Advanced Entitlement search
  • Ability to view Entitlements across multiple customer accounts in a single view
  • Entitlements summary dashboard that displays Entitlement Service Contract status (active, expired, expiring soon) by Product Line
  • Ability to export detailed Entitlement information to Microsoft Excel compatible file
  • Ability to add comments and searchable custom tags (key words)
  • Immediate access to new product versions (requires active maintenance/support entitlement)
• Ability to generate and manage License Keys
  • Self-serve access to License Key generation
  • Ability to add comments to License Keys
  • Ability to view, search, and export License Key information
  • Ability to make copies, to email, and to generate new version License Keys
• Ability to download software
• Ability to manage Enterprise Flex contracts
• Ability to register retail purchases and redeem Partner vouchers

ENTITLEMENTS

An Entitlement is a right to use or access a product or service that is granted by Veritas to a customer or to a Veritas partner.

Perpetual Entitlements

Entitlements that grant a perpetual right to use a software product, subject to applicable terms and conditions.

• Typically associated with software products that are installed by customers on their own hardware.
• Does not grant the right to use future versions of a software product; customers must have Veritas maintenance/support for the Entitlement to receive technical support, to access new versions of the software product, software patches and software updates.
• Support for a product software version is not perpetual; End of Support Life information is available at https://www.veritas.com/content/support/en_US/eosl

Subscription Entitlements

Entitlements that grant the right to use specific versions of a software product for a specified term.

• Typically, maintenance and support are included; refer to the applicable terms and conditions for the Subscription product for details regarding maintenance/support.

Trialware Entitlements

Entitlements that grant the right to use specific versions of a software product for pre-purchase evaluation in non-production environments (usually for thirty to sixty days, depending on the product) for the term of the Trialware Entitlement.

• Details regarding maintenance/support can be found in the terms and conditions applicable to the Trialware product. Live technical support is generally not available for trialware.
• Trialware Entitlements are not managed through the Veritas Entitlement Management Portal.
• Access Trial-ware through the product’s information page on www.veritas.com.

Appliance Entitlements

Service Entitlements grant the right to use a specific service in accordance with applicable terms and conditions of the Service.

Support Entitlements

Support Entitlements grant the right to specific type of support (some may include maintenance). See terms of your support agreement for details. Support Entitlements are linked to specific non-Support Entitlements. The Support Entitlements have a term and typically have the option to be renewed.

Order Fulfillment

Orders fulfilled electronically to a VEMS Account do not need to be registered. Email contacts on these orders receive an order confirmation email with an attached Veritas Certificate. The Veritas Certificate Entitlement Owner box contains the VEMS Account information. The VEMS Account Name is the same as Entitlement Owner, and the Account Number is the same as the Customer Number. The Veritas Certificate will list the Entitlements granted to the VEMS Account and will have a unique Entitlement ID. The Entitlement ID can be used locate the Entitlements within the VEMS Account.

Registration of a retail certificate serial number or voucher

Customers who purchase Veritas box products that include a Veritas Serial Number Certificate will need to register the Serial Numbers listed on the certificate to access the product listed on the certificate. Registering a Veritas Serial Number will create an Entitlement in the customer’s Account.  

Customers who receive a Voucher for Veritas product or service from a Veritas Partner will need to redeem each Voucher. Redeeming a voucher will create an Entitlement in the customer’s Account. 

Box product serial numbers and vouchers can be registered in the Entitlements tab of VEMS by clicking Register Paper Certificates / Redeem Voucher.

Entitlement Replacement

Entitlement replacement is the exchange of one or more Entitlements in a VEMS Account for one or more new Entitlements. An example of an Entitlement replacement is when there are product line changes where current products are replaced with new products.

Active Entitlements

Active Entitlements are the current Entitlement grants to the VEMS Account. Active Entitlements can be used to generate License Keys and to download software. Active Entitlements may be associated with one or more Support Entitlements such as a maintenance/support (Service Contract).

Replaced Entitlements

Replaced Entitlements have been replaced by one or more Active Entitlements. Replaced Entitlements cannot be used to generate License Keys or to download software.

Terminated Entitlements

Entitlements are terminated when an order is returned or canceled. There may be other events that lead to an Entitlement being terminated. Terminated Entitlements are not viewable within VEMS.

How Entitlements are organized

Entitlements are always associated with a single Account. To access Entitlements, to generate License Keys and to download software associated with an Entitlement, you must be a User within the Account with the appropriate privileges.

Entitlements may be moved from one Account to another, may be merged with other Entitlements within an Account, and may be split into one or more Entitlements. Contact Customer Care if you wish to perform one of these operations.

Entitlements may be grouped into Entitlement Groups. Entitlement Groups allow Entitlements to be partitioned within an Account, and provide the ability to limit access to a subset of the Users. An Entitlement can only be a member of a single Entitlement Group. See the Managing Entitlement Groups section for more information.

ACCESSING VEMS

To access VEMS, you must have a Veritas Account. If you do not have a Veritas Account, you can create one by clicking the ‘User’ on Veritas Support (support.veritas.com), then clicking ‘Create Account’. Users who are not automatically added via order fulfillment may use the Self-Service section of VEMS to gain access to accounts after creating their login.

Account Administrators

Account Administrators can add/modify/deactivate Users. Customers are fully responsible for their Accounts and are expected to limit User access to only authorized Users.

Self Service

VEMS users may request access to accounts using the Self-Service section of VEMS. Please see Self Service for additional information

Logging into VEMS

1. Enter support.veritas.com into your web browser and click the "Sign In" user icon to log into to your Veritas Account.
2. Click Licensing to enter VEMS
   • NOTE: Once logged in, you can also update your account language by clicking My Profile under the user icon.

Dashboard

Clicking ‘Dashboard’ will display the Dashboard page. The Dashboard page provides an Entitlement Summary report, and a listing of Entitlements that have been added or updated within the last 90 days. See the Dashboard Page section for more information.

Accounts

Clicking ‘Accounts’ will display the Accounts page. The Accounts page lists the Accounts that you are able to access. See the Accounts Page section for more information

Download

Clicking ‘Download’ will display the Download Center page. The Download Center lists the software products that are you are entitled to download. See the Downloads section for more information.

License Keys

Clicking ‘License Keys’ will display the License Keys page. The License Keys page displays a list of license keys that have been generated by VEMS Users on the applicable Account. See the License Keys Page section for more information.

Enterprise Flex

Clicking ‘Enterprise Flex’ will display the Enterprise Flex contract administration home page. The option will only be visible if you are an Enterprise Flex contract User.

Self-service Tools

This section is used to:

• Request access to accounts
• Request license certificate reprints
• Request changes to current privileges
• Request account information changes
• Register retail certificates and partner vouchers

Administration

Clicking the Administration ‘gear’ icon will display the Administration page. The Administration page provides the ability for Account administrators to manage Users and Entitlement Groups. See the Administration Page for more information.

Help

Clicking the Help ‘?’ icon will display the Veritas Enterprise Management System User Guide (this document).

DASHBOARD PAGE

The Dashboard page provides an Entitlement Summary report that shows summary Entitlement information by Product Line. It also contains a table of recently updated Entitlements designed to help you quickly access Entitlements recently added to your Account.

Entitlement Summary

The Entitlements Summary is a clickable report that provides the ability to see Entitlements by Product Line, Entitlements with active Service Contracts, Entitlements that have expired Service Contracts, and Entitlements with Service Contracts that will be expiring within 90 days.

Clicking on a bar in the report displays the Entitlements that match that bar’s label. For example, clicking the Upcoming Renewals bar will display the Entitlements page with all Entitlements that have a Service Contract (e.g. Maintenance & Support) expiring within ninety days for that Product Line.

Clicking one of the links in the legend, such as the Upcoming Renewals link in the legend, will display the Entitlements page with all Entitlements, across all Accounts and Product Lines, that have Service Contracts expiring within ninety days.

Recently Updated Entitlements

The Recently Updated Entitlements table lists Entitlements that have been added or have been modified within the last ninety days. Entitlements are typically added or modified based on the new license and renewal order fulfillment processes.

Use the links within the table to view the Entitlement details, to generate License Keys, to
download software, and to view sets of Entitlements such as all Entitlements associated with a Service Contract Number.

If you do not see Entitlements that you expected to find in this table, try using the advanced search feature on the Entitlements page to locate your entitlements. See the Entitlements Page section for more information. It may also be necessary to request access to additional accounts.

See the Entitlements Page section for an explanation of the information available in the Recently Updated Entitlements section

ACCOUNTS PAGE

The Accounts page lists all of the Accounts for which you are an active User. You must be an active User of an Account to access Entitlements within an Account.

Accounts Table Overview

• Account Name is the name of the Account. Accounts can have the same name but will always have a unique Account Number. Click the Account Name link to view all Entitlements for associated with the Account Number.
  • Entitlements are always associated with a single Account.
  • Users must have access to an Entitlement’s Account to be able to access the Entitlement.
• Account Number is the unique ID for the Account. Click the Account Number link to view all Entitlements associated with the Account Number.
  • Account Number is the same as the Veritas Certificate Customer Number.
• Privileges shows your privileges in each Account. See the Administration Page section for more information.
• Entitlements indicate number of total number of Entitlements for each Account.
• Users is the number of Users for each Account. Administrators are able to view and manage Users via the Manage Users page.
• Comments can be attached to an Account. Comments are viewable by all Account Users.
• Actions column icons let you perform various functions:
  • Click ‘Edit Comments’ to view/edit the comments.

Account Page Filter

• Use the Account Filter to locate Accounts. You may filter Accounts by Account Name and Account Number.

  • Account Name filter will return any Accounts where the Account Name contains the character string entered. For example, “ACME” will return Accounts with Account Names that contain the substring “ACME” such ACME CORPORATION.

  • Account Number filter will return any Accounts where the Account Number matches the character string entered.
• To request access to additional accounts, use the Self-service Tools section

ENTITLEMENTS PAGE

The Entitlements page provides the ability to view Entitlements, to generate License Keys, and to download software.

The default Entitlement view lists all Entitlements that you are able to access across all Accounts for which you are an active User. If an Entitlement is part of an Entitlement Group, then only Administrators and active Users, who have been granted access to the Entitlement Group, can view or access the Entitlement. Your Account Administrator manages Account and Entitlement Group access. 

Entitlements Table Overview

• Date Updated is the date the Entitlement was created in VEMS or was updated.
• Entitlement ID is the unique ID for the Entitlement. This is the same ID listed on the Veritas Certificate. Click the Entitlement link to view detail information for the Entitlement. See the Entitlement Details Page for more information.
• Account shows the Account Name and the Account Number for the Entitlement. Click the Account link to view all Entitlements for the Account.
  • Entitlements are always associated with a single Account
  • Accounts may have the same Account Name but will always have a unique Account Number
  • Account Number is the same as the Veritas Certificate Customer Number
  • Users must have access to an Entitlement’s Account to be able to access the Entitlement
• Product Line is the name of the group that the Product belongs to such as NetBackup. Click the Product Line link to view all Entitlements with the same Product Line.
• Product Name is the Entitlement granted to the Account. Click the Product Name link to view Entitlements with the same Product Name.
• Version is the latest product version available with the Entitlement. Entitlements with active maintenance/support are updated automatically to provide access to new product versions at the time of their release. See the Version Upgrades section for more details.
• Entitled Quantity shows the ordered quantity and is the product usage limit for that Entitlement. Customers are responsible for managing their license compliance and for ensuring that product usage does not exceed the license limits granted by their Entitlements. Refer to your product documentation for how to assess your product usage.
• Entitlement Status shows the Entitlement’s status as either Active or Replaced. Active Entitlements are the current Entitlement grants to the VEMS Account. Active Entitlements can be used to generate License Keys and to download software. Active Entitlements may be associated with one or more Support Entitlements such as a maintenance/support (Service Contract). Replaced Entitlements have been replaced by one or more Entitlements.
• Coverage Type shows the type of coverage provided by the Service Contract. Examples of Coverage Types are BASIC or ESSENTIAL support contracts attached to perpetual Entitlements, and SUBSCRIPTION for subscription Entitlements.
• Service Contract Number is the contract number for the most recent Service Contract. Click the Service Contract Number link to view Entitlements associated with the Service Contract Number.
• Service Expiration is the expiration date of the Service Contract. The Service Expiration dates for an Entitlement will update when the associated Service Contract is renewed.
• Service Status indicates whether the Service Contract associated with an Entitlement is expired or not.
  • 
• Veritas Agreement Number is a contract identification number assigned by Veritas. If the Entitlement has a Veritas Agreement Number listed, then the Entitlement has an associated Veritas Agreement that may provide additional terms and conditions for the Entitlement. Click the Veritas Agreement Number link to view all Entitlements associated with the Veritas Agreement Number.
• Entitlement Group indicates whether the Entitlement is a member of an Entitlement Group or not. If the column is blank, then the Entitlement is not a member of an Entitlement Group. Entitlements are only accessible by Account administrators or Users granted access to the Entitlement Group. See the Managing Entitlement Groups section for more details.
• Action column icons let you perform various functions:
  • Click ‘Download Product’ to download software
  • Click ‘Generate License’ to generate a License Key
  • Click ‘Edit Entitlement’ to view the Entitlement Details page.
    • NOTE: If a button is grayed out, then you may not have been granted the privilege required by your Account administrator. Click ‘Accounts’ on the main menu to view your Account privileges.

Entitlements Filter Overview and Exporting Entitlements

You can apply several filters to narrow down the list of entitlements to specific products, service contracts, appliances, etc:

VEMS Exports

VEMS users with permissions above Support can export a list of entitlements. This report will include all entitlements in VEMS on the accounts to which the user has been added. Example: If you have access to account numbers 1234 and 5678 in VEMS, the export will include entitlements for accounts 1234 and 5678. It will not include entitlements for any other accounts.

This report can be generated in the Entitlements tab by clicking Export. Items in the Entitlements tab can also be filtered based on product family, contract number, etc. so that exports can be created for specific product families, contracts, etc.

DOWNLOADS PAGE

Clicking on the Downloads tab opens the Veritas Download Center. It can also be accessed directly at http://support.veritas.com/. 

The Veritas Download Center provides the ability to download Veritas 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. Active maintenance at the time of release is required to obtain patches, updates, and version upgrades.

More information on the Download Center is available at https://www.veritas.com/content/support/en_US/article.100047302 

LICENSE KEYS PAGE

The License Keys page provides the ability to search for and access previously generated License Keys.

For information on generating new license keys, see the Generating License Keys section.

To access a License Key, you must be an active User for the Entitlement’s Account. If the Entitlement is part of an Entitlement Group, you must also have access to that Entitlement Group. Your Account Administrator manages account and Entitlement Group access.

Readout

The information presented in the License Keys page is largely the same as the Entitlements page. 

Information specific to the License Keys page:

• Generated By shows the email address of the User who generated the License Key.
• License Key is are a representation of the Entitlement that the Product uses to activate the Product features granted by the Entitlement. License Keys are either a string License Keys or a file-based License Keys (.SLF). A link in this column indicates a file-based License Key. Click the link to view the contents of the License Key.
• Comments column displays any comments attached to the License Key.
• Actions column icons let you perform various functions:
  • Click ‘Save License’ to save a copy of the License Key
  • Click ‘Print License’ to print the License Key
  • Click ‘Email License’ to email the License Key along with details to the logged in User
  • Click ‘Edit Comments’ to add or modify comments
  • Click ‘Generate License’ to generate a License Key to
• Create a replacement License Key after the Service Contract has been renewed when the License Key contains the Service Expiration date
• Create a new License Key for a new Product Version
• See the Generating License Keys section for more information

If a button is grayed out, then you may not have been granted the privilege required by your Account administrator. Click ‘Accounts’ to view your Account privileges.

Locating License Keys

VEMS includes a powerful Filter capability that allows you to create simple and complex logical filter expressions. For example, you can filter for all NetBackup License Keys for a specific Service Contract by setting Product Line Filter to ‘NETBACKUP’ and Service Contract Number Filter to a specific Service Contract Number (e.g., ‘5032123232’).

The Filter feature sits above the License Keys table. Click ‘More options’ for additional filter options. Setting more than one Filter combines the Filters into a logical expression that returns results that match each Filter. For example, you can filter for all NetBackup License Keys for a specific Service Contract by setting Product Line to ‘NETBACKUP’ and Service Contract Number to a specific Service Contract Number (e.g., ‘5032123232’).

The Filters that are not dropdown lists, or date fields, support substring search. These Filters will return the Entitlements where the attribute contains the string entered. These Filters will return the Entitlements where the attribute contains the string entered. For example, you would type ‘SERVER’ in the Product Name field to see all License Keys where the Product Name contains the word ‘SERVER’. Filters are case sensitive.

Legacy Serial Numbers are Serial Numbers issued by Symantec Corporation. These numbers start with the letter ‘M’, have 10 digits (e.g., M0123456789’), and do not need to be registered. The Legacy Serial Numbers have been mapped to Veritas Entitlements and can be used to locate License Keys for the matching Veritas Entitlements using the Legacy Serial Number Filter. Please note that License Keys generated by Symantec Corporation systems are not available in VEMS. Only License Keys generated since October 6, 2015 are available in VEMS. You can generate replacement License Keys as needed.

The Install Base (IB) Instance Number is a unique Veritas ordering system number that is listed on your Veritas Certificate, and may be listed on other Veritas documents as well.

Click Apply Filters when you have entered your Filters. The Filters selected will appear above the table. To remove a Filter, click the ‘X’ on the Filter. This removes the Filter and resets the view to align with the remaining Filters.

Click View to set the number of License Keys that will be visible per page. Use the page browser links to the right of the View button to browse License Keys.

Click Export to export the filtered set of License Key information to a Microsoft Excel compatible file.

ENTITLEMENT DETAILS PAGE

The Entitlement Details page provides the ability to view detailed Entitlement information that is not readily visible on the Entitlements page table. The Entitlement Details include can help you associate Entitlement data to your purchase history, as well as support other processes such as renewing Service Contracts.

This page also allows you to enter comments for the Entitlement, and add searchable ‘Tags’ to the Entitlement. The Tag fields can be department codes, project IDs, or any other keywords that will help you manage your Entitlements.

You can reach this page by clicking an Entitlement ID link in the Recently Updated Entitlements table on the Dashboard page or in the Entitlements table on the Entitlements page.

Entitlement Details Overview

• Date Updated is the date the Entitlement was created in VEMS or was updated.
• Product Name is the Entitlement granted to the Account.
• Version is the latest product version available with the Entitlement. Entitlements with active maintenance/support are updated automatically to provide access to new product versions at the time of their release. See the Version Upgrades section for more details.
• Account shows the Account Name and the Account Number for the Entitlement.
  • Entitlements are always associated with a single Account.
  • Accounts may have the same Account Name but will always have a unique Account Number.
  • Account Number is the same as the Veritas Certificate Customer Number.
  • Users must have access to an Entitlement’s Account to be able to access the Entitlement.
• Entitlement ID is the unique ID for the Entitlement. This is the same ID listed on the Veritas Certificate.
• Entitlement Status shows the Entitlement’s status as either Active or Replaced. Active Entitlements are the current Entitlement grants to the VEMS Account. Active Entitlements can be used to generate License Keys and to download software. Active Entitlements may be associated with one or more Support Entitlements such as a maintenance/support (Service Contract). Replaced Entitlements have been replaced by one or more Entitlements. The list of Entitlements that replaced the Entitlement are listed in the Replacement Entitlements field.
• Replaced Entitlements list the Entitlements that replaced the Entitlement. Click the Entitlement ID links to view the replacement Entitlements.
• Replacement Entitlements list the Entitlements that the Entitlement replaced. Click the Entitlement ID links to view the replaced Entitlements.
• Replacement Date is the date when the Entitlement was either replaced other Entitlements or was replaced by other Entitlements.
• Entitled Quantity shows the ordered quantity and is the product usage limit for that Entitlement. Customers are responsible for managing their license compliance and for ensuring that product usage does not exceed the license limits granted by their Entitlements. Refer to your product documentation for how to assess your product usage.
• License Expiration Date is the date that the Entitlement expires. Perpetual Entitlements do not expire, and are marked as “Permanent”. For term-based Entitlements, the License Expiration Date is set to the most recent Service Contract’s Service Expiration date.
• Install Base (IB) Instance Number is a unique Veritas ERP number listed on your Veritas Certificate and maybe listed on other Veritas documents such as Renewal quotes.
• Serial Number/Voucher is the Veritas Serial Number or the Voucher Number that was used to register the product.
• Service Contract Number is the contract number for the most recent Service Contract.
• Coverage Type shows the type of coverage provided by the Service Contract. Examples of Coverage Types are BASIC or ESSENTIAL support contracts attached to perpetual Entitlements, and SUBSCRIPTION for subscription Entitlements.
• Service Expiration is the expiration date of the Service Contract. The Service Expiration dates for an Entitlement will update when the associated Service Contract is renewed.
• Veritas Agreement Number is a contract identification number assigned by Veritas. If the Entitlement has a Veritas Agreement Number listed then the Entitlement has an associated Veritas Agreement that may provide additional terms and conditions for the Entitlement. Click the Veritas Agreement Number link to view all Entitlements associated with the Veritas Agreement Number.
• Veritas Agreement Description is the description of the Veritas agreement associated with the Veritas Agreement Number (for example, Enterprise Flex).
• Sold as SKU is the alphanumeric identifier (Stock Keeping Unit) for the most recent Service Contract.
• Sold as SKU Description is the marketing description for the most recent Service Contract.
• Appliance Serial Number is the hardware Appliance serial number.
• Sale Order Number is a unique identifier for the most recent Veritas Sales Order.
• Customer PO is the most recent Entitlement owner’s purchase order number associated with the Entitlement.
• Support ID is the ID to use when initiating a support case. Support must be active in order to use the Support ID
• Entitlement Group indicates whether the Entitlement is a member of an Entitlement Group or not. If the field is blank, then the Entitlement is not a member of an Entitlement Group.
• Legacy Serial Numbers are to Serial Numbers issued by Symantec Corporation. These numbers start with the letter ‘M’ and have 10 digits (e.g., ‘M0123456789’). The Legacy Serial Numbers have been mapped to Veritas Entitlements and can be used to locate the matching Veritas Entitlements.
• Partner Account is the Partner’s Account Name and Account Number. If a slider control is visible and it is green, the Users of the Partner Account can access the Entitlement. Access was provided by the Veritas new license fulfillment process to meet Veritas’s software revenue recognition requirements. An Administrator can remove the access after sixty days from the date the Entitlement was created in the Account by moving the slider to the left, till it turns gray.

Annotating Entitlements

You can add Comments, and searchable Tags or keywords to your Entitlements to facilitate Entitlement management.

Adding Comments

Comments can help you track the locations where the Entitlement is being used, track which internal organizations are the business owner of the Entitlement, etc.
To add or modify comments, update the text in the Comments box and click Save.

Adding Tags

The Tag fields can help to classify Entitlements using your own key words or identifiers. For example, a tag could be department code or project identifier. Tags can be used to locate Entitlements and License Keys, and are included in the Entitlement data that is exported to Microsoft Excel to help with offline processes such as assigning charge back costs.

To add or modify one of the Tag fields, update the text in the field and click Save.

Other Actions

• Click ‘Download Product’ to download software for this Entitlement. See the Downloading Software section for more information. This option is only available for Active Entitlements.
• Click ‘Generate License’  to generate a License Key for this Entitlement. See the Generating License Keys section for more information. This option is only available for Active Entitlements.
• Click ‘Print’ to print the Entitlement details.

GENERATING LICENSE KEYS

The Generate License Key page provides the ability to generate new License Keys. The ‘Generate License’ button on any page will take you to this Generate License Key page.

ADMINISTRATION PAGE

See the Self-Service Administration section for information on approving and denying incoming self-service requests.

The Administration page provides Account Administrators the ability to manage Users, Enterprise Flex contract users, and to manage Entitlement Groups.

Click the Administration ‘Gear’  icon on the main menu to access the Administration page. Only Account Administrators will have access to the Administration page.

User Privileges

Users will have specific Privileges in each Account granted to them by one of the Account’s Administrators. Users may be granted the following privileges:

• Administrator
  • Ability to use Entitlements within the account to create support cases via phone and/or support.veritas.com.
  • Full access to all Entitlements within the Account regardless of whether or not the Entitlement is a member of an Entitlement Group
  • Ability to manage all Users including other Administrators
  • Administrators are responsible for ensuring that only authorized Users have access to the VEMS Account and are responsible for approving and denying incoming self-service requests. If you are an administrator and wish to appoint additional administrators, please see the Managing Users section
• Download Software
  • Ability to use Entitlements within the account to create support cases via phone and/or support.veritas.com.
  • Ability to view all Entitlements that are not members of an Entitlement Group
  • Ability to view Entitlements in Entitlements Groups where they have been granted access
  • Ability to download software for Entitlements that they are able to access
  • May be combined with the Generate License Keys privilege
• Generate License Keys
  • Ability to use Entitlements within the account to create support cases via phone and/or support.veritas.com.
  • Ability to view all Entitlements that are not members of an Entitlement Group
  • Ability to view Entitlements in Entitlements Groups where they have been granted access
  • Ability to generate License Keys for Entitlements that they are able to access
  • May be combined with the Download Software privilege
• View
  • Ability to use Entitlements within the account to create support cases via phone and/or support.veritas.com.
  • Ability to view all Entitlements that are not members of an Entitlement Group
  • Ability to view Entitlements in Entitlements Groups where they have been granted access
• Support
  • Ability to use Entitlements within the account to create support cases via phone and/or support.veritas.com.
  • No ability to view or to access Entitlements within VEMS. Limited Entitlement will be viewable when creating a support case via support.veritas.com.

Partner Access

Veritas Partners may be granted access to a subset of Entitlements within a VEMS Account as a function of the Veritas new license order fulfillment process. The Veritas renewal order fulfillment process does not grant access to Entitlements.

• Users listed as the “Ship To” contact on new license Veritas orders may be granted access to the Entitlements listed on the order. The “Ship To” Account Number listed on the Veritas order must be different from the Entitlement Owner’s Account Number on the order. If the two Account Numbers are not the same, then the “Ship To” contact on the order is granted access to the Entitlements listed on the Veritas Certificate.
• The “Ship To” contact is added to “Ship To” VEMS account as a View only user. This enables the “Ship To” contact to access the Entitlements in Accounts where the “Ship To” Account was set up to provide access to Entitlements in other VEMS Accounts.
• Active Users of the “Ship To” Account that have Administrator, Download Software, Generate License Keys, or View only privileges will have full access to all Entitlements listed on the Veritas Certificate for a minimum of sixty days. After sixty days, an Administrator for the Entitlement Owner Account can remove ability for Users of the “Ship To” Account’s to access the Entitlements via a setting on the Entitlement Details page.
• If the “Ship To” contact on the order is already a User of the “Ship To” account, the Veritas order fulfillment process will not modify their privileges.

Managing Users

The Manager Users page provides the ability for Account Administrators to manage User access and to remove Users. Click ‘Manage Users’ to access the Manager Users page.

Click ‘Add User’ to add a new User to the appropriate accounts with the appropriate privilege.

Click ‘Modify User’ in the Manager Users table to modify a User’s access to one or more Accounts. Use the Filter feature to locate a User. See the Adding or Modifying a User section for more information.

Locating Users

VEMS includes a powerful Filter feature that allows you to create simple and complex logical filter expressions. The Filter feature sits above the Users table. Setting more than one Filter combines the Filters into a logical expression that returns results that match each Filter. For example, you can filter for all Users that have access to a specific Account and that have a specific privilege such as Administrator.

The Filters that are not dropdown lists or numbers, support substring search. These Filters will return the Entitlements where the attribute contains the string entered. For example, you would type ‘ACME’ in the Account Name field to see all Users who have access to Account Names that contain the string “ACME”.

Manage Users Table Overview

• User Name is the first and last name of the User.
• Email is the User’s email address that is also the User’s Veritas Account ID.
• Accounts indicates the number of Accounts that the User is able to access. Click the link to view the list of Accounts the User is able to access.
• Entitlement Groups is a link that indicates the number of Entitlement Groups that the User is able to access. Click the link to view the list of Entitlement Groups the User is able to access.
• Last Login is the date of the User’s most recent log in. This can help identify dormant Users that should be deactivated.
• Actions
  • Click ‘Modify User’ to modify the User’s access privileges or to deactivate the User

Adding or Modifying a User

The steps to add a User and to modify a User are very similar as are the Add User and the Modify User pages.

1. Enter new User’s information (proceed to Step 2 if modifying a User)
   Enter the User’s first name, last name, and their Veritas Account ID in the First Name, Last Name, and Email fields. The User must also have a Veritas Account. See the ACCESSING VEMS section for more information.
2. Update Entitlement Group membership
   Checked boxes next to an Entitlement Group indicate that the User is a member of that Entitlement Group. To add a User to a Group, check the Group box. To remove the User from a Group, uncheck the box. To view an Entitlement Group, click the Entitlement Group’s link.
3. Update Account membership
   The User must be a member of an Account to manage Entitlements with the Account. A User is a member of an Account if any of the Privilege check boxes for the Account are checked. Check the Privilege check boxes to align with the access the User requires. See the User Privileges section for more information.
4. Save your modifications
   Click ‘Save’ to save your modifications.

Removing Users

Administrators can remove a User from an Account. Users removed from all Accounts that the Administrator manages are removed from the Manager Users page.

1. From the Manager Users page, click the User’s ‘Modify User’ button in the Actions column. The Accounts that the User is able to access will be listed.
2. Click the Account’s ‘Remove User’ button in the Actions column. A prompt will display asking you to confirm removing the User from the Account. Click ‘OK’ to confirm.

Managing Enterprise Flex Contract Users

To manage access to Enterprise Flex Contract Users, use the Manage Enterprise Flex Users menu option. This option will only be visible if you are an Administrator for an Account that is associated with an Enterprise Flex contract, and you are either a Configuration Super User or a Super User for the Enterprise Flex contract.

Managing Entitlement Groups

To manage Entitlement Groups, click the Administration ‘Gear’ icon on the main menu, then click Manage Entitlement Groups.

Entitlement Groups can include Entitlements from multiple Accounts. To access a grouped Entitlement, the User must be an active member of the grouped Entitlement’s Account, and must have at least the View Privilege.

Entitlement Groups Table Overview

• Group Name is the name of the Entitlement Group.
• Description is a description provided by the Entitlement Group’s creator.
• Accounts is a link that indicates the number of Accounts that have at least one Entitlement in the group. Click the link to view the Accounts associated with the Entitlement Group.
• Date Created is the date the Entitlement Group was created.
• Actions
  • Click ‘Modify Entitlement Group’ to modify the Entitlement Group.
  • Click ‘Group Entitlements’ to add and remove Entitlements.

Creating and Modifying Entitlement Groups

The steps to create and modify Entitlement Groups are similar. Click ‘Create Entitlement Group’ above the Entitlement Groups table, or click ‘Modify Entitlement Group’ in the Actions column.

1. Enter or Update the Entitlement Group name
   • The Entitlement Group name must be unique across Accounts that you administer. To change the group name, Administrators must be an Administrator for all the Entitlement Group’s Accounts.
2. Enter or update the Description. The Description should provide context as to why the group was created, who created the group, who should be members of the group, and the types of Entitlements included in the group.
3. Add Accounts by
   1. Checking the boxes next to Accounts in the Available Accounts table, and clicking ‘Add Selected’
   2. Click ‘Add All’ to add all Available Accounts to the Selected Accounts table.
4. Remove Accounts by
   1. Checking the boxes next to Accounts in the Selected Accounts table, and clicking ‘Remove Selected’
   2. Click ‘Remove All’ to remove all Selected Accounts.
5. Save the group by
   1. Click ‘Save’ to save your modifications.
   2. Click ‘Save and Group Entitlements’ to save the Accounts associated with the group and to add Entitlements to the group. See the Modifying Entitlement Groups section for more information.

Removing an Account from an Entitlement Group removes all of that Account’s Entitlements from the Entitlement Group. The Entitlements removed from the group will be accessible by all active Users within the removed Entitlement’s Account.

Grouping Entitlements

Users may use the Group Entitlements page to add and remove Entitlements, or they can use the Entitlements page to update an Entitlement’s Entitlement Group membership. See the ENTITLEMENTS PAGE section for more information.

Group Entitlements Page

The Group Entitlements page allows Administrators to group Entitlements from Accounts that are members of the Entitlement Group. The Group Entitlements page is displayed when the ‘Group Entitlements’ button is clicked on the Manage Groups page, or when the ‘Save and Group Entitlement button’ is clicked on either the Create Entitlement Group or Modify Entitlement Group pages.

The Available Entitlements table lists the Entitlements that have not been included in the group. If the Entitlement has a value for the Entitlement Group, then this Entitlement is a member of another Entitlement Group. Entitlements that are members of another Entitlement Group may be added to the group, and will be removed from the previous Entitlement Group when the modifications are saved.

The Selected Entitlements table lists the Entitlements that are existing members of the group, or that have been selected to be added.

Group Entitlements Filter Overview

Setting a Filter reduces the set of Available Entitlements to Entitlements that match the Filter. This can simplify selecting Entitlements.

Setting more than one Filter combines the Filters into a logical expression that returns results that match each Filter. For example, you can filter for all NetBackup License Keys for a specific Service Contract by setting Product Line to ‘NETBACKUP’ and Service Contract Number to a specific Service Contract Number (e.g., ‘5032123232’).

The Filters that are not dropdown lists, or date fields, support substring search. These Filters will return the Entitlements where the attribute contains the string entered. These Filters will return the Entitlements where the attribute contains the string entered. For example, you would type ‘SERVER’ in the Product Name field to see all License Keys where the Product Name contains the word ‘SERVER’. Filters are case sensitive.

Click ‘Apply Filters’ when you have entered your Filters. The Filters you have chosen will appear above the table. To remove a Filter, click the ‘X’ on the Filter. This removes the Filter and resets the view to align with the remaining Filters.

Selecting Entitlements

1. Use the Filter feature to reduce the set of available Entitlements to a set that contains the Entitlement or Entitlements you wish to add to the group.
2. Add Entitlements by
   1. Checking the boxes next to Entitlements in the Available Entitlements table, and clicking ‘Add Selected’.
   2. Clicking ‘Add All’ to add all Available Entitlements.
3. Remove Entitlements by
   1. Checking the boxes next to Accounts in the Selected Accounts table, and clicking ‘Remove Selected’.
   2. Clicking ‘Remove All’ to remove all Selected Entitlements.
   3. Click ‘Save’ to save your modifications. Click ‘Cancel’ to reinstate the Selected Entitlements box to its initial state.

VEMS Self-Service: Access, Privilege, and Certificate Reprint Requests.

VEMS users are able to self-serve for the following items:

• Requesting access to new accounts
• Requesting license certificate reprints
• Requesting changes to privileges in existing accounts

How it works

1. Log into veritas.com/support
   • You will need to create a login if you do not have an account. See the ACCESSING VEMS section for additional information 
2. Click Licensing to open VEMS
3. Click Self-service Tools

• User Management
  • This section is used to request access to accounts
    • NOTE: Customers registering appliances in NetInsights may also need to request access to the corresponding account numbers in VEMS in order to proceed with appliance registrations.
  • Clicking User Management in the Self-service tab will allow you to see existing requests and their statuses
     
  • Clicking New Request in the User Management section will allow you to search for a new account to request access. You can search by service contract number, sales order number, entitlement ID, appliance serial number, account number, and IB instance number
     
  • You will be asked to select a privilege level when requesting account access
    
    • If the email address you use to log into veritas.com/support has the same domain as an end-user contact on an existing order, you will be granted automatic Support privilege allowing you to open technical support cases for products that are under active maintenance on that account
    • For privileges above Support, or if your email domain does not match that of an existing end-user contact, your request will be routed to VEMS administrators on that account for approval
    • A full description of VEMS privileges is available in the User Privileges section
       
• Request Account Privilege Changes
  • This section is used to request different privileges on accounts that you already have access to
  • A list of accounts that you already have access to and your current privileges will be displayed
  • Select a new privilege from the drop-down and click Submit Request to request a different privilege from your VEMS administrator
     
• Certificate Reprints
  • This section allows the following users to obtain license certificate reprints:
    • Users whose email addresses match the domain of an original recipient. This includes end-users and partners who received the original license certificate
    • Veritas employees
    • Users who have been granted access to the account that owns the entitlement
  • Certificate reprint requests from other users will be routed to the VEMS administrator for that account
  • Users with generic email addresses (gmail.com, yahoo.com, etc.) will not be able to self-serve license certificate reprints.
     

VEMS Self-Service: Account Information Changes

VEMS users are now able to self-serve various information change requests in the Account Management section of the Self-service Tools tab:

• License Relocation Request (change of address only)
• Account Merge (merging VEMS accounts with similar names into a single account)
• License Assignment Request (change of license ownership)

Notes

Internal Quick Links

Special handling for Computer Science Corp/DXC

Generating Licenses for Customers

Adding VEMS Users

• Telling a customer who their admin is
• Instructions for adding users if self-service fails

Special handling for Computer Science Corp/DXC

Certain accounts related to Computer Science Corp and DXC have had user management turned off. This will only be done for accounts where we have previously agreed to route ALL user requests to the admins:

• CSC FINANCIAL SERVICES GROUP: 56683855
• COMPUTER SCIENCES CORP: 1971
• CSC DXC DATA CENTER: 7001198668
• CSC FINANCIAL SERVICES GROUP: 7001134831
• COMPUTER SCIENCES CORP: 58437003

User Management requests made for these accounts will result in a “contact your admin or Customer Care” error message. Specialists are to follow the instructions outlined in Odyssey and VEMS account notes.

Huawei

Do not add any users to any Huawei accounts or change privileges for existing users.

Generating Licenses for Customers

Specialists may generate licenses for customers in VEMS, but should always offer to educate customers on license generation as well. Example: If a customer calls needing their licenses for NetBackup, generate the licenses for them if needed, and then offer to show them how to generate the licenses themselves. You can guide them through the process on the phone, or attach this article to the case to the customer can read the instructions later.

Please refer to the attached user guide for information on generating licenses in VEMS.

NOTE: When generating a key for a customer, enter "Generated for (Customer's Name) for case ID (OSvC Case Number) in the Comments field in VEMS.

NOTE: Always email the license via the case. DO NOT USE THE BUTTON IN VEMS TO EMAIL THE LICENSE. Doing so will result in an email being sent to customercare@veritas.com and will generate a case.

Adding VEMS Users

DO NOT ADD VERITAS EMPLOYEES TO A CUSTOMER'S VEMS ACCOUNT.

Customer Care may only add users to VEMS if self-service fails (or will fail due to the account lacking an active administrator), or if self-service directs the requester to contact Customer Care. Specialists should assist the end-user with setting up an end-user admin who can then add/approve self-service requests for other users.

The legacy instructions below explain processes for adding users if self-service fails or directs the requester to contact Customer Care. **********Until further notice, adding anyone to VEMS with any access level requires written permission directly from an end-user.***************

WHETHER THE REQUESTOR IS A THIRD-PARTY CONTACT DOES NOT AFFECT THE USE OF SELF-SERVICE. If there is an active admin on the account ALWAYS direct the requestor to use self-service. 

Disclosing VEMS admin details

If after submitting a self-service request an END USER requests their admin's contact information, you may provide the name of the admin(s) who have logged in within the last 6 months. You may not disclose any other information and may not disclose any information whatsoever to third-parties.

NOTE: In addition to obtaining written permission to add VEMS users for all permission levels, specialists must obtain manager approval as outlined here: https://vzone.community.veritas.com/process-documents/handling-contacts-guideline

NOTE: Veritas employees may not authorize VEMS changes on behalf of customers or forward approval emails from end-users. Written permission for changes must come directly from an end-user employee.

Legacy Instructions

These are to be used as guidelines in the event that self-service fails. ********Manager approval is required for all VEMS changes until further notice.*************

To find the customer's admin:

1. Locate the proper account
2. Click the gear shaped Administration icon
3. Select Administrator from the Privilege drop-down.  The admin with the most current last-login date is the admin that we will contact or refer customers to for VEMS access requests. 

In certain circumstances, such as when the admin is no longer with the end-user's organization or is unresponsive to requests (example: no admins logged in within 6 months), Customer Care may grant the end-user Customer admin rights after receiving an email coming from that customer’s email domain that includes the following representation:

“I represent and warrant to Veritas that I am an employee of [Company] and I am authorized to have [PRIVILEGE TYPE] level of access to [Company's] VEMS. All previously-listed administrator account(s) are unavailable due to [SPECIALIST CHOOSE ONE: no logins into VEMS within the last 6 months, resignation, short-term absence, being a third-party contact.]”

For partners and consultants, please reach out to an admin on the requestor's behalf for permission to grant admin permission. If a partner or consultant requests access for an account with no available admin, request an end-user point of contact and use the authorization template to set up an end-user admin.

To add a user:

1. Locate the proper account in VEMS
2. Click on the gear shaped Administration icon
3. Click Add User
4. Enter the user's information and required permissions.  NOTE: If adding a user strictly as a techincal contact, grant them Support access
5. Ensure that the Active button is on
6. Click Save

NOTE: This will need to be done for every account to which the user needs access.

Special instructions for non-end-user admins

If an end-user refuses to administer their own account and insists on appointing a third-party admin:

1. Obtain written permission from an end-user to add the third-party admin
2. Document the case number and email domain of the third-party admin in an internal VEMS note on the account

VEMS Logins for Veritas Employees

Customer Care may not add Veritas employees to VEMS.  Do not add yourself or any other Veritas employee to any customer accounts in VEMS.  Instead, open a "Data Quality" intake request to have the user added at https://vdocs.community.veritas.com/sites/v_s_s/sso/tech/intake/SitePages/Home.aspx

Customer Care employees are the only Veritas employees who can receive Admin access level. For all others, select the appropriate access level based on the employee's reason for requesting access. If unsure, select "View." 

DO NOT ADD VERITAS EMPLOYEES TO ANY END-USER ACCOUNT IN ODYSSEY.

Adding Admin Permissions to Existing Users

NOTE : If you are replacing an admin on an account, always add the new admin first, and then remove the old admin. If you are asked to remove admin permissions for the only remaining admin on an account:

1. Locate the most recent entitlement on the account in VEMS
2. Search for that entitlement in Oracle and locate the end-user contact on the order
3. Add admin rights for that end-user contact in VEMS

To add admin permissions:

1. Locate the proper account
2. Click the gear shaped Administration icon
3. Search for the user by name or email address
4. Click the username
5. Check the required permission
6. Click Save

NOTE: For accounts migrated with a generic admin, specialists must inactivate that generic user after adding the correct person as the admin. The generic administrator email address used on migrated accounts is admin@60616822.com.

License Key Failures

If a license key/file fails to activate features that it is supposed to activate, contact DL-CSTS-Licensing@veritas.com for assistance. NOTE: Do not copy customers. Review the product's licensing guide in SPARK (available in Single Sign On) to ensure that the customer's license is supposed to activate the feature before reaching out to the Licensing team.

End-user password resets

There are two options for resetting end-user passwords:

• Option 1: Customers can click the "Forgot your Password?" link on my.veritas.com
• Option 2: Agents can reset a user's password in https://my.veritas.com/sam

Transitional Grouped Accounts

Some accounts with similar names were grouped together during the migration from Symantec. Users on affected accounts will not be able to see all of their entitlements:

• The end-user will not be able to see the Administration section of the Licensing Portal.
• The end-user will not be able to see all entitlements in the Licensing Portal. They will only be
  able to search for entitlements by Entitlement ID and Legacy Serial Number.

Transitional Grouped Accounts will have a "Y" in the "TGA Account?" when viewing the account information in VEMS.  Example:

If it is a grouped account, the customer will only be able to view entitlements by searching for them. The customer will need to know the entitlement IDs, as we are unable to provide IBRs for grouped accounts.

To report a grouped account for cleanup, log an intake request at https://vdocs.community.veritas.com/sites/v_s_s/sso/tech/intake/SitePages/Home.aspx with the following attributes:

• Business Unit: Customer Care
• Request Type: Data Quality Request
• Capability/Technology: VEMS
• Summary of request:  TGA Flag for Account number ######
• Justification:  Account ##### is flagged as a Transitional Grouped Account.

eXSP (Service Provider) Information

The eXSP program allows service providers to purchase solutions from Veritas, and then offer a hosted solution using that offering to their customers.

Example: A service provider purchases Backup Exec licensing under an eXSP contract. The service provider installs the software on their own servers and offers a hosted backup solution to their customers using Backup Exec.

Service providers (listed as the owners in Oracle and VEMS) have access to the licenses and software in VEMS. Their end users do not.

eSXP service providers will have an entitlement order that includes the license + maintenance, and separate monthly billing orders. The entitlement order will contain the actual support entitlement information.

In the event that no service contract can be found for an account with service provider licensing, it is likely that the entitlement/fulfillment order was placed incorrectly and that only billing/invoice orders have been placed. Email ordermanagement@veritas.com for assistance with resolving such issues.

Box Products/Vouchers

NOTE: There are still very old box products and vouchers in circulation for SKUs that are now obsolete.

If a customer experiences errors or problems with registering a box product serial number or voucher, please open an intake request to request a replacement.  Please include the customer's serial/voucher number and the customer's VEMS login when opening the request.

What is Included?

In general, the descriptions for these offerings can be deciphered as follows:

• ML MEDIA or DVD MEDIA only includes the installation software.  Example: SYSTEM RECOVERY BASIC ED 18 WIN PORTFOLIO DVD MEDIA and BACKUP EXEC 20 WIN ML MEDIA
• BUS PACK, SYSTEM BUILDER, and NFR include the installation software and license.  Example: BACKUP EXEC 20 GOLD WIN ML 1 FRONT END TB BUSINESS PACK and BACKUP EXEC 16 QUICKSTART EDITION WIN ML 1 PACK SYSTEM BUILDER
• Maintenance is not included unless specified in the product description.  Example:  BACKUP EXEC 16 OPTION VTL UNLIMITED DRIVE WIN ML PER DEVICE BNDL BUS PACK BASIC 12 MONTHS and SYSTEM RECOVERY SMALL BUSINESS SERVER 16 WIN ML 1 PACK SYSTEM BUILDER ESSENTIAL 12 MONTHS
  
   

Name Corrections for VEMS Users

If there has been a spelling mistake, or if the customer has changed their first or last name, Customer Care may update the name associated with the end-user's email address at https://my.veritas.com/sam (VAM) with written permission from that user.

The user will need to log out and log in again before the changes reflect in VEMS and Odyssey.

NOTE:  Customer Care will only enter real names for individuals' email addresses.  Requests to update generic logins with names such as "IT Helpdesk" with "ITHelpdesk@company.com" will not be entertained.  If a customer wishes to set up a generic username in VEMS, their administrator may do so on their own accord.

VEMS User Status

Users have two different statuses in the internal VEMS view:

• Member Status:  This shows whether the user has an active VEMS account
• Access Status:  This shows whether the user's access to a particular account in VEMS is active

By default, a user should not have an active Access Status without having an active Member Status.  If this is not the case, an IT ticket should be opened for the affected user.

Blank Accounts

As of February 2018, an account must contain entitlements in order for the customer to see that account in VEMS.  If an account has no entitlements in VEMS, users cannot be added to it, and users who previously had been added to the account will no longer see the account in VEMS.

Product Downloads - Internal