Service
9.2
Support
Our website http://www.avira.com contains all the necessary information on our
extensive support service.
The expertise and experience of our developers is available to you. The experts from
Avira answer your questions and help you with difficult technical problems.
During the first 30 days after you have purchased a license, you can use our
AntiVir
Installation Support
by phone, email or by online form.
In addition we recommend that you also purchase our
AntiVir Classic Support
, with
which you can contact and obtain advice from our experts during business hours if you
encounter technical problems. The annual fee for this service, which includes eliminating
viruses and hoax support, is 20 % of the list price of your purchased AntiVir program.
Another optional service is the AntiVir Premium Support which in addition to the scope
of the AntiVir Classic Support enables you to contact expert partners at any time - even
after business hours in the event of an emergency. When virus alerts occur, you will
receive an SMS on your cell phone.
9.3
Forum
Before you contact the Hotline, we recommend you visit our user forum at
http://forum.antivir.de. Your questions may already have been posed and answered by
other users here. You can also ask questions there.
9.4
Service
9.4.1
Service hotline
All relevant information concerning our comprehensive support service can be found on
our website http://www.avira.com. The experts answer your questions and help you with
difficult technical problems.
9.4.2
Preparing your request
Our support staff will ask you some questions to localize the problem. These questions
are listed in the following. Prepare yourself for these questions in advance - this can
minimize call times and, therefore, costs.
•
Have you already contacted us regarding this problem?
–
If yes, what is your call number (support case number)?
–
If no, what is your serial number? This number is found under
Status :: About...
•
Limit the reason for your call using the following three criteria:
–
Problems regarding installation/configuration
–
Problems regarding general use of the program
–
Problems caused by viruses or malware
Avira GmbH
Avira AntiVir Server
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