Blog for hpHosts, and whatever else I feel like writing about ....

Tuesday, 20 July 2010

Fake AV, Fake Support

If you’re a corporate customer and you’ve ever had issues with mass malware infection or a critical false positive, you will have thought about support issues, of course, and larger sites might have a carefully negotiated, tailored contract in place to cover potential problems. For home users it’s a bit different, and many consumers prefer a free product with no support to a for-fee product that includes support.

Don’t Reach for that Box of Tissues...

Surprisingly enough, the anti-malware industry isn’t particularly unhappy about that (obviously, since several vendors have scanners that are free to non-corporate users). That’s because a decent support service is expensive to maintain. Since the market will only bear a relatively low cost for a single user licence, consumer support doesn’t necessarily generate a good return on that investment.

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