CUPERTINO, Calif. – Oct. 14, 2008 – Symantec Corp. (Nasdaq: SYMC), makers of Norton security software, today announced its new remote PC help service, Norton Premium Services (www.norton.com/tuneup), designed to deliver convenient, no hassle PC assistance. Now, both non-Norton and Norton customers benefit with trusted, remote PC help. The service provides comprehensive PC help offerings including a Norton PC Checkup Service (available 24x7) to identify performance problems, provide a custom PC report card and identify hidden spyware and a PC Tune-up Service - akin to an “oil change for your computer” - to boost performance and stability, and make a PC feel like new.
Sluggish PC performance, too many applications running concurrently, pop-ups and data loss were the top “PC pains” cited by consumers in a recent PC stress survey . Now Norton Premium Services addresses today’s most pressing PC complaints and PC maintenance needs. Designed for computer users who don’t have the desire, time or expertise to regularly maintain their PC, the service eliminates the need to carry a PC to a computer shop or wait for an IT support agent to show up for on-site troubleshooting.
“Computers are becoming such a primary part of our lives, having a computer down can be as bad as being without a car,” said Lenny Alugas, vice president, Symantec. “PC help from Norton is just a call away, and we can help address computer users’ top PC pains.”
Norton Premium Services meets a growing need for trusted on-call PC help:
- Sluggish performance was the top complaint in a sample of one million PC help calls in 2008 .
- According to a Fall 2008 IT Support study , 44 percent of respondents say they need help fixing basic computer problems and either pay an IT expert or turn to a friend or family member.
- 42 percent indicated that for problems related to PC freezes or crashes, problems connecting to the Internet or setting up their computer, they turn to an IT support expert.
Customers Get Faster PCs, Less PC Stress
“In the past, I had always asked a friend or co-worker to help me with any computer issues, but no one was able to help me with this last problem. I called Norton. After they helped me, my computer worked and it ran faster. It was great!” - Edith Springer, Norton Premium Services customer (retired social worker)
“Despite being tech savvy myself, I appreciated the fact that I could sit back and watch an expert in action. I was impressed with the knowledge, quality of service and the way the Norton from Symantec’s expert put me at ease with each step.” – Michael Peron, Norton Premium Services customer
How it Works
Customers simply call 1-800-917-9152 to get PC help. Without the hassles of having to drop off or pick up their computer, customers get a reliable way to diagnose and repair computer problems over a secure Internet connection. While the customer is on the phone, a Norton PC expert remotely connects to the customer’s computer to perform a diagnostic check and recommended service. Once the Norton PC expert performs an initial diagnostic service, the customer is not required to wait at his or her computer while the agent fixes the PC problem. The services include:
Norton PC Checkup Service
A Norton PC expert identifies hidden spyware, viruses and performance problems and provides detailed reporting and recommendations on issues affecting your computer’s operation and security.
Norton PC Tune-up Service
It can be frustrating for today’s busy computer user to work on a system with sub par responsiveness. A Norton PC expert fixes problems affecting your computer’s speed and stability and fine-tunes your PC so it starts and runs at optimum speed.
Customers can call 1-800-917-9152 to get PC help from a Norton PC expert or visit www.norton.com/tuneup. The PC Checkup Service is available 24x7 and all other services are available from 5:00 a.m. to 5:00 p.m. US Pacific Standard Time, and currently scheduled to be available 24x7 in January 2009.
About Norton Premium Services
Norton Premium Services is a new remote PC help service, designed to fix common PC problems conveniently over the Internet. Customers do not need to be existing customers of Norton security software products to get remote-access PC help (available from 5:00 a.m. to 5:00 p.m. US Pacific Standard Time and currently scheduled to be available 24x7 in January 2009) to resolve PC problems conveniently, quickly and by the experts at Norton, a trusted name in computer security and performance. Norton Premium Services offers a variety of PC help services to fix speed and performance problems and improve overall PC operation, including PC Tune-up and PC Checkup Services. Pricing starts at $29.95.
About Norton from Symantec
Symantec’s Norton products protect consumers from traditional threats with antivirus, anti-spam and spyware protection, as well as bots, drive-by downloads and identity theft-- while also being light on system resources. The company also provides services such as online backup and PC tuneup, and is a trusted source for family online safety.
Symantec is a global leader in providing security, storage and systems management solutions to help businesses and consumers secure and manage their information. Headquartered in Cupertino, Calif., Symantec has operations in more than 40 countries. More information is available at www.symantec.com.
Note to Editors: If you would like additional information on Symantec Corporation and its products, please visit the Symantec News Room at http://www.symantec.com/news. All prices noted are in U.S. dollars and are valid only in the United States.
Symantec and the Symantec Logo are trademarks or registered trademarks of Symantec Corporation or its affiliates in the U.S. and other countries. Other names may be trademarks of their respective owners.
Forward-looking Statements: Any forward-looking indication of plans for products is preliminary and all future release dates are tentative and are subject to change. Any future release of the product or planned modifications to product capability, functionality or feature are subject to ongoing evaluation by Symantec, and may or may not be implemented and should not be considered firm commitments by Symantec and should not be relied upon in making purchasing decisions.
 Rubicon Research
 Norton Support, 2008
 Consumer Segmentation Research, Symantec, Fall 2008