As a product designed around MSPs I find the inability to manage the browser add-ons a problem. Recently, when the Firefox add-ons were completed, the agent software pops up with an alert for each user on a system and provide them with an "Install Now" button. If they select this the user is taken to a norton.com web page offering them options to “Enable” four different tools: "Norton Security Toolbar", "Norton Safe Search", "Norton Home Page" and "Norton Identity Safe".
The problem with this is that we cannot manage any of it. As a partner we should be able to manage any alerts and the installation of any add-on across all supported browsers via the portal or some other back end tool. Placing a web browser session in front of an unsuspecting user and asking them to install something seems poorly thought out. Users have wondered if this is malware on their system. They have also wondered why they are being asked to install components to a product that should be managed by us as their IT partner. This makes both the product and us lose credibility in the eyes of the user.
The branding is also problematic. It is all "Norton" branded but the core product is a "Symantec" product. From our view there needs to be a single "Symantec" brand across all elements of this service. The split in branding is both confusing for end users and, in some cases, a total turn off to the entire product as the Norton name is not always respected. Leave the "Norton" name in the direct retail product and the "Symantec" name for corporate products.