To obtain computer virus and security-related support for locations outside North America, visit the following Microsoft Web site:Ī page at Microsoft’s Security TechCenter includes similar information for security professionals.
Before you contact a support engineer, make sure that you run updated antivirus software and updated spyware removal software on the infected computer.For more information about how to obtain a free computer safety scan, visit the following Microsoft Web site: () For more information about antispyware software, visit the following Microsoft Web site: ().To obtain computer virus and security-related support, follow these steps: The computer safety team is available for computer virus and for other security-related support 24 hours a day in the United States and in Canada. How to obtain computer virus and security-related support For United States and Canada
Microsoft Support Article 129972 (last updated May 17, 2011) contains these instructions: ENERGY STAR power-management features, by operating system Windows XP Turn off monitor: After 10 minutes Turn off hard disks: After 30 minutes System. Microsoft provides free telephone support for security issues to all customers, regardless of whether the software was purchased at retail or as part of a new PC. How do Apple’s competitors handle Windows malware infections? The ARS does not provide any additional support for malware.Īpple has not responded to a request for comment on the ongoing Mac Defender attack or this policy. Do not refer customers to the Apple Retail Store.Do not send any escalations or contact Tier 2 for support about removing the software, or provide impact data.Do not attempt to remove or uninstall any malware software.Do not confirm or deny that any such software has been installed.access to the bundled Diskeeper Lite automatic disk defragmenter. The customer can be directed to the Apple Online Store and the Mac App Store for antivirus software options.įinally, that is followed by these four bullet points. On the other hand, prices for the Lenovo 3000 products, which include C Series models. The final step is clear:Įxplain that Apple does not make recommendations for specific software to assist in removing malware.
They are then to direct the customer to the “What is Malware?” Help document using Finder. If the software is already installed, support personnel are instructed to make sure all security updates have been installed using Software Update. You should not confirm or deny whether the customer’s Mac is infected or not. There are two different resolution paths, depending on whether the customer says Mac Defender / Mac Security has or has not been installed.Īccording to this document, if the caller says he or she has not installed the software, the support rep should “suggest they quit the installer and delete the software immediately.” That is followed by this disclaimer:ĪppleCare does not provide support for removal of the malware.
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