Symantec Donation Programme FAQs

General
Eligibility
Products
Ordering
Processing
Fulfilment
Support
Licence Renewals
Refunds & Returns
More About Symantec

For answers to general questions about the CTX Programme, including registration and placing an order, please see CTX Programme FAQs.

General

What is the Symantec Donation Programme?

As part of Symantec’s commitment to the voluntary sector, Symantec has expanded its software donation program to better serve the nonprofit communities in the UK.

The Symantec Donation Programme is designed to meet the needs of small non-profits and to ensure they have access to Symantec technology they need to achieve their missions. By researching and working with small non-profits, there is an understanding of which products are most valuable to them and the appropriate number of licences to make available.

Symantec has two types of donation offerings, Desktop and Enterprise:

Symantec Desktop Products provide security for a single computer.
Symantec Enterprise Products are installed on a server to provide security for multiple networked computers in a small to large business environment.

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Eligibility

How can I find out if my organisation is eligible?

Symantec Desktop Programme: Please see Symantec Desktop Programme Eligibility Criteria for further information on eligibility.

Symantec Enterprise Programme: Please see Symantec Enterprise Programme Eligibility Criteria for further information on eligibility.

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Products

Which products are available through the Symantec Donation Programme?

Symantec Desktop Programme: Please see the Symantec Desktop Directory for further information.
Symantec Enterprise Programme: Please see the Symantec Enterprise Directory for further information.

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Ordering

How many products can I request?

Symantec Desktop Programme: During one fiscal year (1st July - 30th June) an organisation may request a maximum of two products with up to 100 licences each from the Symantec Desktop Programme Product Range.
Symantec Enterprise Programme: Two Symantec Enterprise products may be requested within a fiscal year (1st July to 30th June). Up to 100 licenses may be requested for each product that is licensed per endpoint or user, and 1 license may be requested for each product in the Backup Exec family. Symantec Enterprise Programme Product Range.

For information on placing an order, please see Placing an Order FAQs.

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Processing

How soon will we get the software?

Symantec Desktop Programme: Once your order has been accepted and processed, the normal turnaround time for licence requests is up to 10 days.
Symantec Enterprise Programme: Once your order has been accepted and processed, the normal turnaround time for licence requests is up to 10 days.

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Fulfilment

How will I receive my order?

Symantec Desktop Programme: When your donation request has been approved, CTX will send an email to your organisation email address containing product keys and download instructions.
Symantec Enterprise Programme:
- When your donation request has been approved, CTX will send an email to your organisation email address containing download instructions.
- Symantec will send a second email within 7 to 10 days with a certificate valid for a user licence and the serial number needed for downloading.
- Symantec estimates download times will range from about 4 hours for T1 connections to 47 1/2 hours for 128-Kbps connections.

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Support

What should I do if I require support?

Direct support is not available for this programme. For technical questions or troubleshooting, Charities can access Symantec's award-winning on-line Knowledge Base.

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Licence Renewals

What should I do if I need to renew my licences?

Symantec Desktop Programme: You can either request a new donation in the next fiscal year (1st July - 30th June) or you can contact a supplier of discounted software such as Phoenix Software or Pugh Computers.
Symantec Enterprise Programme: License renewals are not available for Symantec Enterprise products. You can either request a new donation in the next fiscal year (1st July - 30th June) or you can contact a supplier of discounted software such as Phoenix Software or Pugh Computers.

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Refunds & Returns

What should I do if I want to return my order?

Symantec Desktop Programme: Returns cannot be accepted for this donation programme. Downloaded products cannot be exchanged or refunded. We must consider these installed and in use as soon as the request is approved and the administrative fee is received.