In Security Response, our primary objective is to provide virus definitions and firewall signatures to protect our customers from threats in the wild. On the flip side of the coin is Symantec’s Support organization, where we help customers install and configure their security software and, in cases where the worst has happened, help remove threats from a computer or network.
Symantec’s Support organization often receives requests to provide threat outbreak information. In some cases the request is for content aimed at a management level, detailing what their security teams have to do in these cases, which they could use to explain the situation at say, the next board meeting. In other cases the requests come from small business folks who are not necessarily IT or Security managers, but may be the office “computer guy/girl” put in charge of cleaning up an outbreak.
It can be difficult to comprehend what’s happening when a computer is...