Disappointed with WSA support

Discussion in 'Prevx Releases' started by volvic, Oct 22, 2013.

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  1. Muddy3

    Muddy3 Registered Member

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    @micafighter

    I don't know where you pluck that time out of. Either you have extremely different reponse times than me, or you Hungarians chaps are getting VIP treatment lol.

    In point of fact, I have kept a record of response times since changing over from Prevx in Dec 2011 and they have been, in chronological order:
    1½ days
    1 week
    21 hours
    20 hours
    2 hours
    3 hours
    17 hours

    Webroot Support imo is good, probably better than most, and frankly volvic is just plain wrong, but I have always had a bleat that they are somewhat sluggish compared with Prevx of old.
     
  2. PrevxHelp

    PrevxHelp Former Prevx Moderator

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    It largely depends on what you're writing in about or who last responded to you. We try to keep conversations consistent so if your engineer is off for the day, you may not get a response until the next day unless someone else picks it up. The Prevx support team is all still within Webroot's much larger support organization so if anything, response times should be considerably faster.
     
  3. Muddy3

    Muddy3 Registered Member

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    The last time I contacted Prevx, the response time was less than 1½ hours. And if I remember correctly, that was something like 6 in the morning UK time. What is more, that was by no means exceptional.

    So imo Webroot Support are very good, but they're not as fast as Prevx. At least not yet...

    Btw the times I quoted were for the opening of a new issue, not the continuing of an already started subject.
     
    Last edited: Oct 28, 2013
  4. ams963

    ams963 Registered Member

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    That makes sense to the response time to my support ticket last week. I had asked a question about a spam email.

     
  5. The Red Moon

    The Red Moon Registered Member

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    An av does not need great detection rates to gain a following.
    Good support is perhaps what keeps people with a certain product.From what i have seen WSA has the support not just on this forum by developers etc but also by phone and email which is a big plus to many people.

    Hope this continues.
     
  6. ams963

    ams963 Registered Member

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    If you're impressed with WSA's support, why not try WSA to get impressed about WSA as a whole?;) You can use it with your current setup or use it as standalone. https://www.wilderssecurity.com/showthread.php?t=354285
     
  7. Muddy3

    Muddy3 Registered Member

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  8. The Red Moon

    The Red Moon Registered Member

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    Long way from denver lol.

    To be honest i already have a good antivirus installed and i see no viable reason to install another but thank you for the recommendation.
     
  9. micafighter

    micafighter Registered Member

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    The last time I contacted Webroot, the response time was ~30 min :p

    Ohh and the Threat Research Team works 24/7 as i said, so it means you get answer even on weekends ;)


    Unfortunately there is no offical Hungarian support (yet :) so I contact the US support. Also, as Prevx said, their response time depends on the topic you write about too. I would say an all-around average is 48 hrs. Very rarely it is more, but more often it is less.
     
    Last edited: Oct 28, 2013
  10. Muddy3

    Muddy3 Registered Member

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    @ micafighter

    It was never anywhere near as long as 48 hours with Prevx. Not in my experience at least.

    However, seeing as your last response time (Oct 24) was 30 mins, and noticing the general downward trend of my response times listed above (post 51), maybe Webroot are getting quicker.

    Incidentally, I've never really understood your argument, Joe, that because the support team is much larger, the response time should be far faster. I would be extremely surprised and, indeed, concerned if it was not a lot larger given the fact presumably that Webroot's client base is much bigger. Surely a better indicator would be a comparison between ex-Prevx and Webroot of proportion of support staff to client user base?
     
  11. PrevxHelp

    PrevxHelp Former Prevx Moderator

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    Despite having a much larger userbase, we have a record low number of support cases, so they're answered very quickly. The larger support team is able to cover much more volume than what was a very small Prevx support team.
     
  12. BoerenkoolMetWorst

    BoerenkoolMetWorst Registered Member

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    My experience with Prevx team was very responsive, once I even got a reply after 12 minutes :)
     
  13. Muddy3

    Muddy3 Registered Member

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    That's not surprising as WSA, imo the best, gets better and better every day :). It would be nice if the response time, as very good as it already is, could (one day) equal the response times that we had back in the Prevx days. I never ceased to be gobsmacked by their (your) speed (and several times told them so).

    EDIT: @BoerenkoolMetWorst. Yes, I seem to recall several times having had a response time from Prevx as speedy as that.
     
  14. ams963

    ams963 Registered Member

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    Doesn't matter. My friends here in the Parallel Universe are trying out the trial! You only need to fill in the form and use the trial that you receive in your email inbox. You'd be entered into the contest but wouldn't win as you don't live in Denver. But you still get to try the trial.:)
     
  15. ams963

    ams963 Registered Member

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    Maybe to try out another good one out of curiosity, interest? People here do it all the time. Just to see which one suits them best. You may have a good AV but you may find WSA to be better suited? Installer is only around 750 KB. Installs in just a couple of minutes. Configures itself according to your particular system configuration. And can go along with your existing AV. If you don't find it suitable then uninstallation is as smooth as peanut butter. ;)
     
  16. Techfox1976

    Techfox1976 Registered Member

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    Even crunchy or chunky peanut butter? o_O
     
  17. Techfox1976

    Techfox1976 Registered Member

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    Interesting that you bring up detection rate...

    With a Normal AV, Detection Rate is the end all and be all. The answer to "Did it detect it?" also answers "Did it protect you against the malicious activity?". Detection Rate and Protection Rate are in lockstep with other AV.

    With WSA, the Protection Rate is tremendously higher than the Detection Rate even if the detection rate were very large. Multiple forms of protection contribute, rather than just the normal "detection is protection and lack of detection is lack of protection" that other AV suffers from.

    That's why the "raving fanboys" overlook tests that equate the detection rate to the protection rate and don't have a good way to find the true protection rate. We have enough security knowledge to understand the difference between Detection and Protection. We understand why normal AV usually has them in lockstep (not always... a good example was Vipre a number of years ago. "Hey look! I see TDL3! It just installed! I detected it! Hey, it's killing me! *dies*" ... Detected, yes. Protected, no.) and we understand the methodology behind how WSA works, so we can take the empirical data generated by our observation and be very happy with it.
     
  18. ams963

    ams963 Registered Member

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    No not those ones.:D The smooth one. My favorite.:D Anyways the crunchy or chunky peanut butter also tastes delicious. Likewise the daily usage and uninstallation of WSA would leave the user a happy taste in their memory.;)
     
  19. sturgess

    sturgess Registered Member

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    This Thread has become very silly, what with talk of crunchy peanut and such when the answer is so obviously Guinness :D






     
     
  20. ams963

    ams963 Registered Member

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    Yeah right.:rolleyes: Peanut butter is universal, loved by all. Anyways the thread is anything but silly. I was trying to give a member here the taste of WSA by comparing with peanut butter. I better stop now. Moderators might get annoyed. :D
     
  21. SweX

    SweX Registered Member

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    .......except the people that are allergic to peanuts. :D
     
  22. Techfox1976

    Techfox1976 Registered Member

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    Hardly! They just love it to death!

    (Bad pun! *Runsaway*)
     
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