NOTE

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. 

Updated Arctera / Veritas (now part of Cohesity Entitlement Management Systems (VEMS) Guide: https://www.veritas.com/content/support/en_US/article.100048764. This is a dynamic document and is intended to eventually replace several documents, including this article. Please refer to the updated VEMS guide for the latest information. 

Important Reminder

If you are a VEMS administrator (you will see a gear-shaped icon in the upper right corner of VEMS if you are an administrator), please log into VEMS frequently to ensure that self-service requests are able to be submitted. If no administrator has logged into your account within the last 6 months, self-service requests will be routed to Customer Care.

This is especially important if you have been granted VEMS administrator access as part of an acquisition, as others within your organization may need to request access to VEMS. 

Introduction

This article contains basic information about the Arctera Entitlement Management System (VEMS).  For more in-depth information, please refer to the user guides attached at the bottom of the page.

Additional Resources

Introducing VEMS Self-Service: https://www.veritas.com/support/en_US/article.100047250

Adding and Removing VEMS Users for Administrators: https://www.veritas.com/support/en_US/article.100044710

VEMS User Privileges: https://www.veritas.com/support/en_US/article.100046848

About the Arctera Entitlement Management System

The Arctera Entitlement Management System (VEMS) is an entitlement management portal that provides access to entitlements purchased from Veritas. As orders are fulfilled by Veritas, Entitlements are created in the customer's VEMS Account that allows the Users of the VEMS account to access the Entitlement information, to download software, and to generate license keys within that Account.

Users who need to be able to view and manage entitlement information, to download software, to generate license keys, and to open technical support cases need to be able to access VEMS.

The general features of the Arctera Entitlement Management System include:

• Ability to view and manage Entitlements across multiple VEMS accounts
• Ability to download software associated with Entitlements
• Ability to generate and manage license keys
• Ability to manage Enterprise Flex contracts
• Ability to manage User access
• Ability to group Entitlements
• Who can Access a VEMS account?

Entitlements are held in VEMS Accounts. An Entitlement can only be held by a single VEMS Account. Active Users of an Account can access Entitlements held by a VEMS Account.

Customers are responsible for managing their VEMS Accounts and ensuring that only authorized Users have access to their VEMS Accounts. Users need access to a VEMS Account to be able to manage Users, to access Entitlement information, to download software, to generate license keys, and to open technical support cases.

Users can be associated with an unlimited number of Accounts. Users can have different levels from privileges across Accounts. These privileges include being able to manage User access as an Administrator, being able to download software, being able to generate license keys, and being restricted to only being able to view Entitlements.

Account Administrators are able to add, remove, and modify User access. User access may also be granted by the Veritas order fulfillment process. The Entitlement Owner listed on the Veritas order is added to the VEMS account and provided the ability to access all Entitlements held by the Account associated with the order. The first Entitlement Owner User added to an Account is granted Administrator privileges.

ShipTo contacts on the Veritas order may also be given access to specific Entitlements within an Account. Orders must be include a ShipTo Account Number that is different from the Entitlement Owner's Account Number in order for the ShipTo contact to be provided access. The ShipTo contact will be provided access to Entitlements created by the order for at least sixty days. After sixty days, an Account administrator can remove the ShipTo contact's access. For more information, see the VEMS User Guide.

Accessing VEMS

1. Open https://www.veritas.com/support in a web browser
2. Click Licensing

NOTE:  Users need to have a Veritas Account. New Users will need to register by clicking Register Now on the Veritas Account login page.

Password Resets and Lockouts

Entering an incorrect password three times will result in a 30 minute lockout. To avoid this, please use the "Forgot Password" option at the login page of https://www.veritas.com/support.

If your account has been locked, you may either wait 30 minutes or contact Customer Care to have your account unlocked and a temporary password issued. Customer Care contact information is available at https://www.veritas.com/content/support/en_US/contact-us.html

Downloading Software

Veritas Download Center

Please see https://www.veritas.com/support/en_US/article.100046183.html for more information on the Veritas Download Center.

The Veritas Download Center will still be accessible by following the existing steps for accessing downloads in VEMS:

Software downloads can be accessed from the Dashboard, Entitlements, and Downloads tabs by clicking the  download button. Which one to use is a matter of preference. In each tab, entitlements can be filtered by product or located by Entitlement ID.

Generating and Accessing Licenses

Licenses can be generated in the Dashboard and Entitlements tab by clicking the  key generation button. Entitlements can be sorted by product, account name, etc. They can also be located by Entitlement ID, contract number, and other search criteria. Which one to use is a matter of preference. Customers will be asked to select a version and quantity when generating keys and can add notes to the key generated.

The License Keys tab displays license keys and files that have already been generated. Users may also save, print, and email generated licenses from this tab under Actions:

NOTE: Box product serial numbers and vouchers must first be registered by clicking the "Redeem Voucher & Register Serial Number" icon in the Entitlements tab. The information required to register (serial number for box products, voucher and order number for vouchers) will be included in the packaging.

Entitlement Status

Entitlements exist in two statuses: Active and Replaced. Replaced entitlements are those that have been replaced as part of a substitution program. To see these entitlements and to obtain information on the corresponding Active entitlement, filter the Entitlement Status in the Entitlements tab to Replaced. Clicking on the Replaced entitlement will display the replacement Active Entitlement ID.

Obtaining VEMS Access

See https://www.veritas.com/support/en_US/article.100047250 for detailed information on VEMS Self-Service.

VEMS Privileges

There are five access levels in VEMS:  License, Download, Admin, View, and Support.

Support access provides the capability to open technical support cases based on your account's entitlements.  It does not include the capability to view or generate licenses, download software, or administer users.  Support access does not require administrator permission for employees of the end-user company.  Third-parties will need end-user administrator permission for all access levels.  A third-party is anyone who is not a direct employee of the end-user organisation. Third-parties may also open technical support cases on behalf of an end user at https://www.veritas.com/support in the Support Cases section, but this does not provide access to the customer's entitlements. This requires the submitter to provide specific entitlement information for the end-user's active support agreement, such as an Entitlement ID, Support ID, or Account Number.

For all other access levels:

View provides the ability to see all entitlements, but not generate licenses or download software.

License provides the ability to generate licenses and can be added separately from or in combination with Download.

Download provides the ability to download software and can be added separately from or in combination with License.

Admin provides the ability to open technical support cases for all entitlements on associated accounts, generate licenses, download software, and the addition and removal of users. Admins are responsible for approving access and certificate reprint requests.

Requesting Access

Customers who were not associated with an order may request access to their respective accounts' licenses by using the User Management section of the Self-service Tools tab in VEMS. Requesters will need to provide one of the following pieces of information to request account access:

• Service contract number
• Sales order number
• Entitlement ID
• Appliance serial number
• Account number
• IB instance number

If the email address you use to log into VEMS matches the domain of an existing end-user contact on that account, Support access will be automatically granted. Requests for other privileges will be routed to your organization's VEMS administrators.

Requesters can see the status of their requests in the same section.

NOTE TO EXISTING ADMINISTRATORS:  Administrators are responsible for managing VEMS access to their respective accounts and approving incoming requests. Admins can see these requests in the same section. 

NOTE: Accounts for VEMS may be created using a shared/generic mailbox such as "technicalsupport@companydomain.com," but a real individual's name must be used and users will not be allowed to open cases using shared mailboxes. Veritas does not recommend the use of shared mailboxes for VEMS access.

NOTE: VEMS users will need permissions higher than Support on accounts in order to see those accounts within Smart Meter. 

Inactive Administrators

Self-service for requesting VEMS access depends on your account having active administrators. If there are no admins who have logged in within 6 months of the request, you will be directed to contact Customer Care for assistance. If you request for access times out, you will also be directed to contact Customer Care for assistance.

If no administrators have logged in within 6 months, you will be asked to email Customer Care with a self-authorization statement.

Example: “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 inactive due to no logins into VEMS within the last 6 months.”

Changing Email Addresses

If a user's email address changes, their admin can inactivate the username associated with the old email address and add a new username for the new email address.  For more information, see the User Guide or online Help.

Changing Usernames

If a username has been spelled incorrectly and needs to be corrected, please contact CustomerCare@Veritas.com.

Generating Entitlement Reports

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.

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.

Should a more comprehensive list of entitlements be needed, please contact CustomerCare@Veritas.com for information on obtaining an Install Base Report.  NOTE:  Third-party requests may require additional end-user approvals.

Getting Help

For assistance with VEMS please contact Veritas Customer Care at CustomerCare@Veritas.com or by calling the number listed for your region at https://www.veritas.com/content/support/en_US/contact-us. 

Notes

Authentication Failed Errors

Customers will experience an "Authentication Failed" error when attempting to access VEMS if they used double-byte characters such as ñ or ö in any field when they created their VAM account. 

To address this:

1. Log into SAM - https://origin-my.veritas.com/sam/

2. Search for the user's email address

3. Select the user and click update

4. Replace the double-byte characters with basic English characters

5. Click Update

NOTE: The customer may need to completely sign out of VAM or clear their cache in order to see the changes.

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.

Logging into VEMS

Customer Care Specialists will use https://www.veritas.com/support to log into VEMS just as customers do.

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 if self-service directs the requester to contact Customer Care. 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.

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.

End users advise the customer to contact their administrators. Ensure that their account has administrators that have actually logged in recently. If the account has no active admins, obtain a written statement that the requester is authorized by their company to be a VEMS admin and make them the administrator if they choose. If they don’t want to be an administrator, add them with the requested privilege and ask them to work within their organization to identify an administrator. 

If the admin is unresponsive, Customer Care may add the user with written permission from the customer that the admin is unavailable.

For partners, consultants and other third parties:

If the third party just needs to open a technical support case, use OBO (on-behalf-of) entitlement in Odyssey. The third party does not need access to the customer's VEMS account to do this, but they must be able to provide the customer's Entitlement ID, SID, Appliance SN, or Account Number.

If the third party is requesting access to the end-user's VEMS account, direct them to self-serve. If self-service has failed or has directed them to contact Customer Care, email the account administrators on the requesters behalf asking them to add the user at their discretion. If there are no active administrators, advise the requestor to contact an end-user so that an end-user can provide authorization to add them and set up a new admin if needed.

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 the event that their admin is no longer with the end-user's organization or is unresponsive to requests (no logins 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 inactive due to no logins into VEMS within the last 6 months.”

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 admin access for an account with no available admin, request an end-user point of contact.

If the only admin on the customer's account is a third-party contact: Open a Data Quality intake request at https://vdocs.community.veritas.com/sites/v_s_s/sso/tech/intake/SitePages/Home.aspx explaining that the only admin on the customer's account is a third party, and that an end-user needs to obtain admin level access.  Data Quality will determine the correct end-user to grant admin permission and will add them.

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.

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.

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:

{C}{C}

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

If a customer experiences errors or problems with registering a box product serial number or voucher, please open an intake request.  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.

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