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Security vendor mergers cause angst, sometimes anger, among customers

Mergers among security vendors often leave customers – and VARS – in the lurch.

Before Symantec took over Veritas, for example, techs at Newton, Mass.-based IT management service provider MIS Alliance Corp. got good tech support from Veritas.

Now the phone-support techs don’t seem up to speed, and it can take 45 minutes even to get to an unhelpful tech. Licensing issues – including getting access keys for clients – is also a problem.

Symantec acknowledges the glitches, but says many are the result of merging its ERP system with Veritas’ and that the problems will disappear quickly.

Other mergers have worked out better for their customers and VARs. Secure Computing’s acquisition of CipherTrust worked out partly because of the number of high-level CipherTrust execs kept on after the merge, one customer said.

For others, including EMC’s acquisition of RSA, the jury is still out, and the customers are still nervous.

The full version of this story appeared on TechTarget sister site SearchSecurity.com.

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