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Symantec Announces Inference Case-Based Technical Support on the Web

Company's Web site makes on-line service and support more efficient and cost-effective with Inference case-based reasoning

CUPERTINO, Calif. -- November 13, 1996 -- Symantec Corporation (Nasdaq:SYMC) today announced the addition of case-based reasoning technology from Inference Corporation to the service and support pages of its Web site (www.symantec.com). Beginning in early 1997, Norton AntiVirus, ACT!, and WinFax customers seeking technical assistance on the Symantec Web site will be guided through a simple question and answer session. Answering the questions posed by the system will guide customers to solutions tailored for their specific environment, problem, and product.

"The Internet is the fastest-growing and most cost effective vehicle for providing customer support," said Tom Darnall, vice president service and support at Symantec Corporation. "The addition of Inference-based reasoning capabilities allows us to proactively meet customer needs. Rather than waiting on hold for the next available representative, customers can go directly to the Web site and receive the same type of service they expect from a live technician. By asking the right questions, our Web site provides much more useful solutions than the typical Frequently Asked Questions (FAQs)."

"Symantec is taking the lead and providing the tools for self-assisted support with an Internet backplane," said Peter R. Tierney, chairman, president and chief executive officer of Inference Corp. "This continues Symantec's leadership in helping users maintain their PCs."

A Tour of the Symantec Web Site Service and Support Page
The Symantec Web site provides many useful features that allow customers to quickly find solutions to their product questions and technical support issues. Each page is indexed by product, guiding customers directly to specific areas of interest. Features include:

  • FAQ documents provide a list of commonly asked questions and clear answers.
  • The Knowledge Base allows users to quickly search through the entire site for solution documents covering a specific topic.
  • The File Download Area allows users to transfer files (such patches) by simply pointing and clicking from within the Web browser.
  • The Discussion Groups provide a forum where customers can ask questions and get answers from Symantec's online services team.
  • The Telephone Support option explains telephone support choices.
Inference Corporation is a leading provider of tools and services that help people in business solve problems for customers, prospects, vendors and colleagues. Based in Novato, Calif., Inference has granted licenses to over 500 customers -- representing some of the world's largest corporations -- reaching more than 500,000 end users. In addition to its products, Inference publishes knowledge and offers consulting and educational services as well as technical support to clients worldwide. For information regarding products and services, contact Inference Corporation at (415) 893-7200, send an e-mail to info@inference.com or visit its World Wide Web page at www.inference.com.

About Symantec Corporation
Symantec Corporation develops, markets, and supports a complete line of application and system software products designed to enhance individual and workgroup productivity as well as manage networked computing environments. Platforms supported include IBM personal computers and compatibles, Apple Macintosh computers as well as all major network operating systems. Founded in 1982, the company's global operations span North America, Europe, and several fast growing markets throughout Asia Pacific and Latin America. Information on the company and its products can be obtained by calling (800) 441-7234 toll free or (541) 334-6054.

Note to Editors: If you would like additional information on Symantec Corporation and its products, please view the Symantec Press Center at http://www.symantec.com/PressCenter/ on Symantec's website.

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