Symantec 2003 Annual Report Download - page 26

24 Symantec 2003
RESEARCH CENTERS
The research centers for Symantec Security Response are focused
on collecting and analyzing the latest malware threats, from network
security threats and vulnerabilities to viruses and worms. When a
new threat or vulnerability is discovered, Symantec Security Response
experts provide rapid emergency response, focusing on communication
with customers and delivery of security updates for our security prod-
ucts. Research centers are located around the world, including the
United States, Asia Pacific, Australia and Europe.
To ensure that customers are utilizing the most recent technologies
available for addressing security issues, Symantec Security Response
experts leverage our sophisticated back-end product architecture. This
architecture allows users to receive the latest security updates—includ-
ing intrusion detection signatures and virus definitions—automatically
in the event of a new security threat or outbreak. LiveUpdate technology
simplifies and speeds the process of receiving and implementing secu-
rity updates for our security product offerings at the server, gateway
and desktop levels.
TECHNICAL SUPPORT
With more than 300 experts in Internet security and desktop and net-
work management, our global technical support team is available
around the clock. Our technical support experts provide customers with
information on product implementation and usage, as well as counter-
measures and identification tools for new threats.
We maintain centralized support facilities throughout the world to drive
rapid response to complex queries. Support is available in multiple lan-
guages, including Dutch, English, French, German, Italian, Japanese,
Korean, Mandarin, Portuguese and Spanish.
ENTERPRISE SECURITY SUPPORT
Our enterprise security support program offers annual support con-
tracts to all enterprise customers worldwide. Our standard annual sup-
port contracts provide 1) unlimited hot-line service delivered by tele-
phone, fax, email and over the Internet; 2) immediate patches for severe
problems; 3) periodic software updates; 4) access to our technical
knowledge base and FAQ facility; and 5) an invitation to the annual user
group meeting. Inclusive in these standard annual support contracts
are virus definitions and intrusion detection signatures created by
Symantec Security Response. Customers may augment their standard
annual support contract with services such as 24x7 telephone and Web
support, advanced alerting services, additional designated callers (con-
tacts) and additional language support, as well as a Technical Account
Manager, assigned to work closely with an organization and act as a
focal point for all issues.
CONSUMER PRODUCT SUPPORT
Our consumer product support program provides free self-help online
services to all consumer customers worldwide, as well as free email
support. A team of product experts, editors and language translators
are dedicated to maintaining the robustness of the online knowledge
base. Generally, telephone product support is provided for a fee. For
customers that subscribe to them, the latest virus definitions and appli-
cation bug fixes and/or patches for most of our currently marketed and
developed products are downloaded automatically through LiveUpdate,
created by Symantec Security Response.
We revise these fee-based support programs from time to time as
customer requirements change and as market trends dictate. These
programs may vary slightly by region.
Recent Acquisitions and Divestitures
ACQUISITIONS
Since our initial public offering on June 23, 1989, we have completed
acquisitions of 29 businesses.
Our recent acquisitions included:
•Riptech, Inc., Recourse Technologies, Inc., SecurityFocus Inc.,
and Mountain Wave, Inc. in the September 2002 quarter;
•Lindner & Pelc Consult GmbH and Foster-Melliar Limited’s
enterprise security management division in the September 2001
quarter; and
•AXENT Technologies, Inc. in the December 2000 quarter.
We accounted for each of these acquisitions as a purchase and, accord-
ingly, we have included the operating results of these businesses in our
consolidated financial statements subsequent to their respective dates
of acquisition. We also have acquired several other businesses in the
past, including Peter Norton Computing, Inc. on August 31, 1990. We
continue to use the Norton brand name for certain consumer products
developed and marketed by us.
In April 2003, we purchased certain assets related to Roxio Inc.’s
GoBack computer recovery software business. In addition, we entered
into an agreement in May 2003 to acquire Nexland, Inc., a technology
driven Internet security company whose Internet Protocol based net-
working appliances are installed at enterprise branches and telecom-
muter offices worldwide.
DIVESTITURES
We divested our Web access management product line on August 24,
2001. We have included the operating results of this product line prior
to disposition in our Other segment.