Hi,
Q. I read that there may be an update available from 11.x to 12.x, but am a bit confused. Is this a paid upgrade or a free upgrade?
--> It's a free upgrade for all the existing SEP 11.x customers.
Why we should upgrade to SEP 12.1 check this article.
Few differences between SEP 11.x and SEP 12.1 EE
https://www-secure.symantec.com/connect/articles/feature-differences-between-sep-11x-and-sep-121
SEP 11.x licensing is basically just a "paper" license product. However, with SEP 12.1 the licensing is a "software" license product and uses a license file.
You can download the latest software at https://fileconnect.symantec.com, you need a serial number to download software, Serial number starts with 'M' e.g. M1122334455
If you don't have serial number then please contact Symantec license department.
Website: http://symantec.custhelp.com
Phone number: 1-800-721-3934
Email: license@symantec.com
You can send an email at license@symantec.com
Contact Us
http://www.symantec.com/partners/support/contact-u...
Assistant & Information
http://www.symantec.com/support/assistance_informa...
Also check this article to know more about licenses:
https://www-secure.symantec.com/connect/articles/sep-121-and-license-concept