Just don't even get me started! Oops.
I am a partner/reseller with over many SEP SBE licenses spread over 25 end-users or shall I say Site ID's? I've been selling and supporting SBE since it came out, and Endpoint Protection 11.x prior to that. We had a good run until early this year when this hellish migration path was introduced and they quit selling licenses for several months. Sorry, you cannot buy our product. Tell your end-users to stop hiring people and buying computers. Ok, well, let's hope Windows Defender works after-all.
Since Broadcom decided to ONLY send the golden ticket, er..."Welcome Email" to the end-user (against their partners' advice ie:Tech Data), I initially spent weeks on and off searching for these welcome emails in various ways. These included email requests to said end-user, phone calls, Exchange & O365 message traces, Barracuda, Proofpoint, Veritas, Intermedia spam message logs, archive searches, etc... I had maybe two end-users forward me the welcome email, oh happy day! Sure I love the thrill of the hunt as much as the next person, but.... my head hurts.
I got a hold of most of those elusive welcome emails though several were no where to be found, including my own. I can tell you for fact, it was never sent.
Furthermore, if you don't have it, you don't have that activation URL. You'd think support can help with that, I mean why not?
Fact is, Broadcom support cannot and will not help. Just forget it all-together and move to another product. Those who stopped here were smarter than I.
Instead, I ended up digging up all the original Symantec Certificates, some of which actually contained the Site ID. The older one's (think 3 year subscriptions) did not. For those poor people who purchased 3 year subscriptions over 2 years ago, there is no Site IT or Support ID and they are out of luck, PERIOD. Woops, you guys at Broadcom missed that one didn't you? Say bye to those loyal customers, I told them my experience and sold them another product deducting the time remaining on their Symantec licenses out of pocket. Didn't really have a choice since you were not selling licenses at the time. Figured you had to change your SKU numbers a few more times to get everyone good and confused.
I even had a license certificate for SEP SBE for my own company. I purchased it in February during the transition, the certificate does contain a Site ID. After opening ticket after ticket and sending them the certificate file, Broadcom informed me that even though they are looking at my certificate, that Site ID doesn't exist. So I sent them the entire "Welcome to Broadcom" email with the attached certificate & SLF license file. Nope, they didn't care. Those licenses are lost and not migrated.
Now with those Site ID's I can at least get an account setup at support.broadcom.com but not at https://securitycloud.symantec.com/cc/#/landing, still need that welcome email. Dang!
I then was forced to log in as the end-user to activate each account. Time to hack into each of my client's Inbox's. Oh yes I tried emailing them first, but they own or manage businesses and have bigger concerns. If they don't reply, I'm not about to pester them agian about a Symantec to Broadcom transition, which is Greek to them. As a business owner, that would be in bad taste and damage my reputation. I am expected to handle my own products without help. Makes sense to me.
So why did you send that welcome email to only the end-users again? You have all the records from Tech Data about me, the reseller, the Symantec partner, right? I'm the one who quoted and placed the orders, my name is all over those certificates.
Oh, and of course, I haven't billed for my time. How can I? I recommended and sold them this product, MY MISTAKE!
So, after retrieving the original Symantec certificates to find out the end-user's email address, finding the welcome emails, I then had to access their mailbox again to get the verification code once I activated the account. Here we go again, using multiple methods to get that code to keep working for free. Created mailbox delegates, email forwards, changed passwords, etc.
Time to add myself to the end-user's new Broadcom account, not once, but three times.
Once to their support.broadcom.com account and once more to elevate myself to admin status to that same account.
After this I couldn't understand why, when I login to the securitycloud portal as my master account, I don't see any of my end-users accounts? What gives? I literally just added myself to all of them with Admin access.
Well, another few tickets and weeks later I am told it's a totally separate site and I need to add myself into their securitycloud account at https://securitycloud.symantec.com/cc/#/landing
This is information I could have used 6 months earlier as this is the only site I really need access to in the first place so I can actually begin migrating servers and workstations. You know, techy stuff. This all took many months, often taking up my weekends and free time, always on the back of my mind causing a ton of stress with that Nov. 2nd deadline looming.
Ok, now I am logged into the securitycloud site as the end-user and added myself as a "Super Admin", fine, great, now I can start deploying?
Not so fast as I notice that for some of my end-user accounts, I have 2 and 3 listings in the securitycloud page - Acme1, Acme2, and Acme3 with random licenses contained in each.
No problem! I'll just open a support ticket with Broadcom, right? They're so great at resolving issues that they, themselves, created. Yah, NO.
As usual, they wasted my time with irrelevant responses, each a few days apart, and finally told me that's how it's designed, thank you and have a nice day.
Ok, so I'll add one computer to this account, 7 to that account, and be sure to document it all. This ruled out a GPO deployment for those customers. That would have been very time consuming and tedious.
Wait, there's more! Some of the migrated accounts are missing licenses. Another ticket? Well, yep, I just submitted one as one of my site id's is missing a 20 user license, and two 1 x user licenses. They all show up under entitlements under that same site ID at support.broadcom.com but not in securitycloud.
There is more, much more, like the inability to migrate policies from SBE TO SEP Enterprise. We're just told to create them from scratch, no problem. I'll sit here for additional hours on end copying and pasting file and folder exclusions on my own time, endlessly logging in and out of portals, authenticating each time with a text, restarting Chrome as it gets confused each time, etc..
So, I was wondering, what's my endgame here? Why am I subjecting myself to this? To protect my business and my customers? Am I totally insane and are there others like me? I was happy to stumble on this thread to see that I am not alone here.
I'd really like some restitution from Broadcom. Send me to the Caribbean for a week and handle my business for me. Just please, let's not use your Broadcom support people ok?
Though it may be clear sailing once this is all in place, I won't be reselling wither Symantec or Broadcom products going forward, clearly.
I really needed to vent, thanks to anyone who reads this! My girlfriend just doesn't get it :-)
Original Message:
Sent: 10-29-2020 11:22 AM
From: Stephen B
Subject: Transitioning from SEP Cloud or SEP SBE to SESE
I am in the same position. I opened a ticket online, which appears to have been closed without any update, resolution or contact from any support personnel.
Original Message:
Sent: 10-29-2020 07:13 AM
From: Nabil Kabbani
Subject: Transitioning from SEP Cloud or SEP SBE to SESE
In the exact same boat @mfred
We purchased licenses for SEPSBE until 2022 directly from Symantec. We have had no entitlement emails, I've contacted the recommended partner multiple times who have been unable/unwilling to do anything to help.
We have 4 days remaining until we will be cut off and forced to use a different product to continue protecting our business. I'm at a loss as to where to go next.
If anyone has any suggestions of how we can get this working it would be very much appreciated, the clock is ticking!
Original Message:
Sent: 10-28-2020 04:32 PM
From: Federico Masi
Subject: Transitioning from SEP Cloud or SEP SBE to SESE
Well... I agree with you, Gary!
But my situation is again different: one of my clients still have no SESE migrated license... and casually (?) it's the only one who bought license some year ago directly from Symantec :(
I lost the count on open ticket to Broadcom trying to solve this situation and still not solved. Trying also to contact suggested partner as per last e-mail from Broadcom, and what could partner do?? ... he also opened a ticket to Broadcom who answered him to convince me to buy a new license...!
So, what??!! I have a SEPSBE valid subscription for another year and more... and for Broadcom's inability to reconcile Broadcom system with licenses issued from Symantec itself I have to throw away money?!! No, this is not acceptable!
in Italy we say: "Broadcom/Symantec got lost in a glass of water!"
If I had known this was over, I would have chosen a new antivirus... and perhaps - to see well - during these all these months it was to be expected.
Now, I just hope that Endpoint Protection core client software will maintain the promise.
Original Message:
Sent: 10-28-2020 01:04 PM
From: Gary Horton
Subject: Transitioning from SEP Cloud or SEP SBE to SESE
Hi,
I just wanted to see if my experience helps at all.
My entitlement was corrupted because the email address on the profile for SESE was set to the email address of the reseller from whom I had purchased the SEPSBE licenses from. So from Broadcom's perspective they had issued the entitlement and I suspect that my reseller hadn't noticed as why would he log into any of the cloud portals for the product itself - he doesn't provide the support.
So I guess that is another avenue to pursue - get Broadcom to confirm the email addresses (because you use these as well to authenticate to the portals so even if they think they've issued a license, if it isn't to an email address you are expecting or your client is expecting, you won't be able to access the actual SESE portal even if that same email address can access the Broadcom portals).
I did this by raising a support ticket (which I note you have done but at least this review request is an action they have to give you an answer on rather than a referral).
Hope this helps,
Gary.
PS:- The software is fine. SESE is a well featured product (no server firewall though if you are expecting one from SEPSBE) The customer service aspect of the Broadcom acquisition of Symantec has been nothing short of appalling. They have failed to achieve their own goals within their own timescales at every turn. Where they have extended things to cover their processing problems (i.e. license end dates) their communication has been poor, leaving out important steps that customers must take to gain the benefit of their license extensions for example). Their support business hours are insufficient to cope with the consequences of the decisions they are making (they can allow for COVID, for example, in their decision making process).
PPS :- The reseller model has had its day. SESE is the last product I will purchase through a reseller. If I can't purchase the licenses directly then it's just not worth the pain. The product is good, the price is ok, there is no benefit in the reseller model as sadly resellers who are not going to be installing the software provide no purpose - they forward emails, anyone can do that.
PPPS :- Due to the shambles that was the Broadcom acquisition and the problems of license renewal I chose to exit one of the Symantec products. My replacement is a much better product.
PPPPS :- SESE will remain in use until my license needs renewing. If my new reseller (I exited the last reseller as well as the product) is as useless as the previous situation then I will exit the product - Broadcom please note - start selling licenses directly to those who are going to be providing the support and you can avoid this situation as I am sure I won't be alone with this experience.
Original Message:
Sent: 10-26-2020 09:13 AM
From: Federico Masi
Subject: Transitioning from SEP Cloud or SEP SBE to SESE
Thank you. But, the real issue that is blocking the transition in some of the cases is that the client has the right to transit to Symantec Endpoint Protection Security Enterprise (SES Enterprise) but he (the client) has never received the entitlement, never received the welcome letter for new SESE subscription, and in My Broadcom SESC and SEPM are the only licensed subscription!
The client opens a ticket to Broadcom but Broadcom tell the client to contact one of the enlisted partner...
The client contacts a partner, saying that he cannot do anything more and in turn the partner opens a ticket with Broadcom, and waiting here for an answer...
Sorry, this is not acceptable: Broadcom has all data of client in the systems and a simple query in the db's to intersect existing SEPSBE and SEPC licenses with new SESE licenses can give out in minutes all client who still doesn't have a SESE license: why loose precious time in do phone calls/e-mail/days spent to wait?
Hope to not have done a bad choose in keep Symantec as security software... after transition to Broadcom.
Best regards.
Original Message:
Sent: 10-26-2020 08:12 AM
From: Heena Tabassum
Subject: Transitioning from SEP Cloud or SEP SBE to SESE
Symantec Enterprise Division is terminating the Symantec Endpoint Protection Cloud (SEP Cloud) and Symantec Endpoint Protection Small Business Edition (SEP SBE) services, effective November 2, 2020.
After November 2, 2020, customers will not be able to access the cloud console, and the endpoints managed via SEP Cloud and SEP SBE will not be protected.
We are transitioning SEP Cloud and SEP SBE customers from their current product to Symantec Endpoint Protection Security Enterprise (SES Enterprise).
While straight-forward, the transition process is not automated or forced. You will need to perform the transition yourself. While you take the steps necessary to transition, your SEP Cloud or your SEP SBE deployment will continue to work and protect your devices. You can find instructions on how to transition to SES Enterprise HERE.
SEP Cloud/SEP SBE License Extension
If your license has an expiration date between November 1, 2019 and October 30, 2020, we have extended your license of SEP Cloud or SEP SBE to October 31, 2020, to allow more time for the transition. If your license has an expiration date after October 31, 2020, there is no change.
New SES Enterprise Entitlement
- If you have an active, pre-paid subscription that you purchased through a distributor, you should have received three emails directing you on how to activate your SES Enterprise entitlement.
- The first, originating from e-delivery@broadcom.com, contained a Broadcom-issued entitlement and contract information for a free subscription to Symantec Endpoint Security Enterprise. This email was sent both to the distributor and to the customer technical contact email address provided to Symantec at the time of purchase.
- A second email provided access to Symantec Endpoint Security Enterprise in the cloud and originated from cyberdefense@saas.broadcom.com.
- The third email, originating from e-delivery@broadcom.com, included the license key and other information for an on-premises deployment. If you have an active, pre-paid subscription through a distributor and have not received an entitlement, you should contact support.
- If you have a monthly subscription that you purchased through the marketplace, you should contact your distribution partner to request assistance with ordering your Symantec Endpoint Security Enterprise entitlement. Refer to the list of distributors below who are ready to receive monthly subscriptions.
We currently have several partners that are live on the new Marketplace platform. If you do not have a partner, you can Find a Partner who purchases through one of our Marketplace Distributors below.
- AMS/LATAM - Synnex
- AMS/EMEA- Tech Data
- EMEA - Arrow
- AMS/EMEA/APJ- Ingram Micro
- EMEA - ALSO
- EMEA - Microwarehouse
- EMEA - Inty
- EMEA - IT101/Destiny
- If you have an active subscription that you purchased through Symantec's eCommerce site or any alternative ordering route, you should contact one of the following distribution partners to request assistance with ordering your Symantec Endpoint Security Enterprise entitlement.
- AMS/LATAM - Synnex
- AMS/EMEA- Tech Data
- EMEA - Arrow
- AMS/EMEA/APJ- Ingram Micro
- Please refer to the Partner Locator to work with a reseller who purchases from Ingram
Once you have received access, please visit the Symantec Endpoint Security Enterprise portal, and start migrating your current product's configuration to Symantec Endpoint Security Enterprise.
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Regards,
Heena Tabassum
Customer Care Community Admin
Broadcom
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