CUPERTINO, Calif. - May 22, 2000 - Symantec Corp. (Nasdaq: SYMC) today announced it has extended its award-winning online support service to Spanish and Portuguese customers at http://service.symantec.com/mx and http://service.symantec.com/br, respectively. Spanish- and Portuguese-speaking customers can now participate in online discussion groups in their native language.
Customers can post inquiries to the online discussion groups 24 hours a day, seven days a week and expect a response from Symantec's technical support group within 24 hours. In addition, tutorials demonstrate how to navigate the new support site. Future expansion will include localized Frequently Asked Questions documents and comprehensive knowledgebase information focusing on the concerns of the region, as well as access to technical and product information in Spanish and Portuguese.
"Our online support model has proven uniquely effective at not only providing comprehensive service to customers but also at enabling our technicians to respond more quickly to customer needs," said Michelle Amery, vice president, Latin America. "We are pleased to extend this model to our valued Spanish- and Portuguese-speaking customers, enhancing their service and support options."
In North America, eighty percent of Symantec's customers choose online technical support as their method for obtaining technical assistance. These online support services include discussion groups, where questions can be submitted and answered within 24 hours; a searchable knowledgebase addressing technical support issues; answers to frequently asked questions; fax-on-demand documents; and e-mail support-on-demand, which enables customers to quickly receive an e-mail response to their problem. Symantec's focus on online services makes it easier for technicians to give timely, comprehensive support to its customers.
Symantec's North American service web site was recently honored with the prestigious WebStar award from Supportgate.com, as well as the "Knowledge Management" award from the American Productivity and Quality Conference and earned the "Best Use of a Web Site" award from the American Association of Support Professionals. With a series of live chats, knowledgebase access and online tutorials, Symantec responds to tens of thousands of service requests per month.
Symantec is the world leader in providing solutions to help individuals and enterprises assure the security, availability, and integrity of their information. Headquartered in Cupertino, Calif., Symantec has operations in more than 40 countries. More information is available at www.symantec.com.
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FORWARD LOOKING STATEMENT: This press release contains forward-looking statements. There are certain important factors that could cause Symantec's future development efforts to differ materially from those anticipated by some of the statements made above. Among these are the anticipation of the growth of certain market segments, the positioning of Symantec's products in those segments, the competitive environment in the software industry, new security threats, dependence on other products, changes to operating systems and product strategy by vendors of operating systems, and the importance of new Symantec products. Additional information concerning those and other factors is contained in the "Risk Factors" section of the company's annual report on Form 10-K for the fiscal year ended April 2, 1999.