using IDS few days ago I find 3 new (for symantec 11 endpoint base from 05-feb-09) viruses
I check this files at virustotal. it was viruses for shure
and I send it to symantec using quarantine (still there with submit pending status)
after I send this viruses by web submit at 6 feb 09 and have tickets number 10303770 , 10303781 , 10307000
now after 2 days still no response
I try to chat with support 3 times spend about 1 hour to wait from queue number 36 to 18. Next time I have queue number 260 :))
Dear Symantec if I want to improve YOUR business why you don`t want the same???? Why Kaspersky or avast respond in 1-2 hour for shareware products and symantec can`t respond for 2 days???
Business or personal what is the difference? At monday I will hardly speak with Moscow representative using a contract. But now I work from home and can`t understand this type of business.
using IDS few days ago I find 3 new (for symantec 11 endpoint base from 05-feb-09) viruses
I check this files at virustotal. it was viruses for shure
and I send it to symantec using quarantine (still there with submit pending status)
after I send this viruses by web submit at 6 feb 09 and have tickets number 10303770 , 10303781 , 10307000
now after 2 days still no response
I try to chat with support 3 times spend about 1 hour to wait from queue number 36 to 18. Next time I have queue number 260 :))
Dear Symantec if I want to improve YOUR business why you don`t want the same???? Why Kaspersky or avast respond in 1-2 hour for shareware products and symantec can`t respond for 2 days???
I have to agree with Maikll on his last post. His issue is one that is common to all the boards. Symantec does seem to be slow with the results of virus submissions. Several posters have waited a month or longer for information. If they have files in quarantine waiting for either a thumbs up or a thumbs down, it seems too long to me. There should be a faster turn-around time from Symantec considering that competitive companies are able to respond in a timely manner.
Business or personal what is the difference? At monday I will hardly speak with Moscow representative using a contract. But now I work from home and can`t understand this type of business.
Firstly the software is different and different staff handle it and secondly I would expect a business customer with 1400 seats to get better attention from the support staff in the Enterprise area.
We do not know about Enterprise products or support here and I've no idea whether or not they have their own submission channels nor whether you used them or not.
So I suggest you follow the advice and contact the Enterprise support and by all means talk with your contact in Moscow.
I think this issue is embarrasing from symantecs side...
Actually i was a few seconds from uploading a file to symantec aswell. Why care if i have to wait a month to get the answer? I uploaded it to Virustotal.com twice. First day only 6 antivirus products detected it. The day after i reuploaded it to notice that the number had increased to 17 products, but an important vendor is missing. SYMANTEC!
You guys should analyze new uploads as fast as possible, and as far as i know virustotal redirects all files that it scans to you aswell.
delphinium wrote: I have to agree with Maikll on his last post. His issue is one that is common to all the boards. Symantec does seem to be slow with the results of virus submissions. Several posters have waited a month or longer for information. If they have files in quarantine waiting for either a thumbs up or a thumbs down, it seems too long to me. There should be a faster turn-around time from Symantec considering that competitive companies are able to respond in a timely manner.
As Huwy noted as well. For this you really need the Symantec part that deals with Corporate customers. The people around here are only working on the consumer market. So they really can't help you or trace it for you.
I understand you're frustrated with the response you have received from Symantec, but as Hugh pointed out in a previous post:
>>Firstly the software is different and different staff handle it and secondly I would expect a business customer with 1400 seats to get better attention from the support staff in the Enterprise area.>>
Symantec Security Response has copped some criticism of late in regards to slow responses to submissions from personal users, and no doubt the feedback will be taken onboard (hopefully). However, in this case you really should consider dealing with the correct department in Symantec to help deal with your specific needs.
Thanks for your feedback, I'm sure it wont go unnoticed.
Ok. it`s a wrong forum, I should take care about 1400 users and so on and so on
but explain me again symantec position....
look...
Corporate network have IDS, firewall, proxies, modern antivirus engines, log monitoring, expirenced stuff, PC standarts, licensed software, antispam filtering and so on. Home users have nothing of this. It seems to correct to say that modern viruses first appear at home. So to keep corporate segment protected you need to look at home sector first.
look ...
Hackers now as minimum for 4 days have new viruses.
I know exactly what my security vendor have a registred ticked about it.
And I know exactly what symantec DO NOTHING to keep antivirus bases up to date.
And now I make a 2 conclusions
1. Symantec do nothing to protect me as the customer (both on reactive or proactive manner)
2. I should to do the Symantec`s job to find viruses and cure it.... while symantec eat red caviar for my money
and now I know what if I pay to symantec for a gold support and SEND them viruses they are protect me, maybe
but they are do nothing TO PREVENT my network shutdown. I can accept this for a new viruses unknow to symantec, but can`t accept it for viruses that are already submited to symantec for a 4 days.
From my thinking of it, and maybe symantec will confirm this, is that while you may never get a reply, or if you do, it will be sometime later, the samples have already been dealt with. Hence, the defs are already included in the liveupdates. That’s my guess of how it works!
Firstly the software is different and different staff handle it and secondly I would expect a business customer with 1400 seats to get better attention from the support staff in the Enterprise area.
Does it really make sense that virus submissions from different programs are handled by different staff? Would this not cause problems where some programs recognize some viruses and worms but other programs did not? Some explanation on how virus submissions are handled throughout Symantec might be helpful to us as well.
Maikll knows how to handle virus submissions to the right people and how to contact support for his product. He is asking a question that affects us all. Why can other antivirus software developers get an answer back on a submission in a couple of days when Symantec cannot? Should we just assume, when there is no response, that definitions have been added? Should we not expect a response to a submission? That is the point of the original question.
The simple fact of life is that Symantec have two product ranges in two divisions and if you want the best service then you should observe the channels they have established.
This is universally true. Just think of car servicing or diagnosis. If I took a Jaguar (If I had one and before it was sold to Tata) in to my local Ford dealer I would not expect very rapid or expert service, if any. They would not have a clue how it worked and would not have the diagnostic tools. If they were honest and not after a quick buck they would tell me to take it in to Crown Jaguar up the road in Clearwater ....
Sure viruses and malware that attack home or business computers may be identical but the environment of the computers and the detection methods implemented in Symantec's two product divisions may be quite different -- I've no information on that.
So whether the actual analysis of the viruses is carried out by the same staff or not, the route into them is different as is quite clear from the Symantec document linked to here. So what is the point in fighting it?
This Forum is, so far as I am concerned, a place to help people solve their problems. If they choose to ignore what is suggested and continue to rant that the world is not organised as they would like it then that is their problem and they can deal with it.
From what the OP has said he has his own Symantec representative on tap in Moscow and tomorrow he can go and bend his ear to his hearts content -- but since he is not using the consumer products this is not the place for him to ask his questions or post tracking numbers.
I'm going to close this off now since the Original Poster enquired about Enterprise Product and has been correctly referred to the STN Forums for Enterprise Products.