Symantec Launches One-on-One Internet Program for Technical Support
-- Innovative Chat Now! Service Provides One Click Access To Live
Technical Support Technicians --
Cupertino, Calif --April 14, 1998-- Symantec Corporation (Nasdaq: SYMC) today launched an innovative
new program to deliver real-time interactive technical support via the Internet. The program, Chat Now!,
is the first of its kind in the computer software industry to provide a two-way, interactive, technical
support discussion via the Internet. Through Chat Now! users gain access to a private Symantec chat room
where they can resolve their technical questions and issues one-on-one with the software technician.
"Through Chat Now! we're able to offer users the value of immediate response and extend our technical
support options to meet users' needs," said Mike Gelardi, Symantec Corp. "Now anyone with a single
telephone line and Internet access can tap into private interactive technical support from Symantec."
In addition to the chat dialog, users can gain access, in real-time, to reference materials through a unique
split screen. The Symantec technician can push information, such as diagrams, or support reference
materials, selected for the users' particular needs. Internet support is enhanced for the user--all
transcripts and documents from each Chat Now! session are saved for future reference. Should the user
need an additional session, the software support analyst is able to use the knowledge gained in previous
sessions. Additionally, session transcripts can be obtained by the user via e-mail.
To use Chat Now! customers only need access to the Internet via MS Internet Explorer, or Netscape--no
additional software is required. From the Symantec support web site:
users simply click the Chat Now! links which initiate the process. Customers will be charged $19.95 per
session as a special introductory promotion. Initially the Chat Now! service will be available for
Symantec's Norton Antivirus product family, with a rollout schedule to support all of the Symantec
products by year-end 1998.
Symantec's Chat Now! service is based on the application, Interact.Service, by Business Evolution, Inc.
(BEI). BEI's program was developed using Symantec's own Visual Caf». Symantec's suite of Java
development tools include both HTML and Java authoring products designed to address the complete range of
Internet development needs. Symantec Visual Cafe has won virtually every award available for Java
development tools, including PC Magazine Award for Technical Excellence 1997, JavaWorld Editor's Choice
Award 1997, PC Computing MVP Winner 1997, Java Developer's Journal World Class Award, Web
Techniques Best Java Tool of the Year Award, among others.
Symantec Corporation helps make users productive and keep their computers safe and reliable anywhere and anytime. Symantec offers a broad range of solutions and is acclaimed as a leader in both customer satisfaction and product brand recognition. The company is focused on addressing customer needs in three main application areas: the Norton product line of anti-virus and PC-assistance products; the pcANYWHERE, WinFax and ACT! product lines that cater to remote user productivity; and the Cafe product lines in Internet development tools.
Founded in 1982, the company's global operations span North America, Europe, Japan and several fast growing markets throughout Asia Pacific and Latin America. Traded on Nasdaq under the symbol SYMC, Symantec Corporation is based in Cupertino, California and employs more than 2,000 people. Information on the company and its products can be obtained by calling (800) 441-7234 toll free, (541) 334-6054 or accessed on the World Wide Web at http://www.symantec.com.
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 web site.
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