Symantec Corp. has put its channel partners and managed service providers (MSPs) on notice that it is shutting its backup cloud service, known as Symantec Backup Exec.cloud, effective on Jan. 6, 2014.
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The company has not made an official announcement public but it sent an email to its reseller partners on Monday, Nov. 25, 2013 informing them there will be no new sales or renewals for the service as of Jan. 6, 2014. Also, customers and partners will not have access to the service, data or technical support service and technical support as of Jan. 6, 2015.
Jerry Gowen, Symantec’s group manager for worldwide communications confirmed the news via email. The email sent to partners stated, “As you know, one of our primary goals is to delight you and your customers with our product offerings. Taking this into consideration and carefully evaluating the overall needs of our customer base, we have made the difficult decision to begin the process of discontinuing Symantec Backup Exec.cloud,”
In the message, the company stated its other cloud offerings would not be affected, which include Symantec Endpoint Protection cloud, Symantec Endpoint Protection Small Business Edition 2013 or on premise Backup Exec and NetBackup software.
“I would assume the solution is not a big money maker for Symantec,” said Pushan Rinnen, research director for storage technologies and strategies at Gartner. “This is not a focus for them and that is why they want to move away from it. It didn’t come as a surprise to me because I didn’t get the sense that it was a gigantic success.”
That’s news to Eran Farajun, executive vice president at Asigra, a backup vendor that has strategic alliances IBM, NetApp and Cisco for its Asigra Cloud Backup product. Farajun said Symantec representatives told him the company was managing “petabytes” of data via Symantec Backup Exec.cloud.
“I think this is interesting and surprising,” said Farajun. “There are a lot of partners that are reselling this. This is Symantec. This is a tier-one company. I thought everything was hunky dory. Then they put this email out, and everybody is saying ‘Huh?’ They can’t decide to act like a risky startup and just get out. There still are a lot of answers that need to come out.”
Symantec’s Backup Exec.cloud service is targeted at small-to-medium size businesses. Symantec partners with Savvis and Rackspace to store data in two East Coast data centers and several in Europe, according to Rachel Dines, senior analyst for infrastructure and operations professionals at Forrester Research.
Dines said Backup Exec.cloud was released in 2011 and the product lacked the features and functions that other cloud backup services offer.
“It seemed like it never matured,” she said. “It had limitations. Scalability was an issue and management was another problem. It was only for Windows. The PC backup feature was basic and it could not compete with other PC features that do sync and share. Plus, it was expensive and that didn’t help. It was not extremely successful and they figured it’s better off to cut their losses and get out.”
While Symantec has made the decision internally, the portal for the Backup Exec.cloud still shows the product is available as of this evening. In a live chat, a sales representative apologized for the confusion.
“Apparently, it is not available for purchasing. It’s not public yet,” the person said. “I am happy to discuss our other backup solutions with you that are very successful and popular products.”
Rinnen said she was briefed on the company’s plans on Nov. 5. She was told an announcement would be sent to partners on Nov.4 and the portal would be shut down by Dec. 2, 2013 for new customers.
“Sounds like they pushed it back,” she said.