Security Management Strategies for the CIOAccess "Antivirus vendor review 2004: Is AV customer support dying?"
This article is part of the October 2004 issue of Help! Evaluating AV solutions and tech support
Vendors promise solid tech support, but our test found long hold times and poor advice. What really sells security managers on one AV vendor over another? There's no mystery behind antivirus technology. Gateway and host-based applications scan files against signatures for known viruses and apply heuristics to detect the unknown. With persistent maintenance, and a little luck, AV applications can catch most malware. But product loyalty is built through customer support. When security managers are happy with their vendors, they say, "They've been right there whenever we've run into problems." Robust, exciting technology may be the spark that brings vendors and customers together, but support is the stuff of long, happy relationships. With a malware storm always on the horizon, you'd expect AV vendors to have among the best customer support programs. The last thing you'd expect is having to wait an eternity on an 800-number listening to Burt Bacharach melodies only to tell your problem to a call center operator with a checklist of questions and stock responses.... Access >>>
Access TechTarget
Premium Content for Free.
What's Inside
Features
-
-
Antivirus vendor review 2004: Is AV customer support dying?
by Ed Skoudis, CISSP
Ed Skoudis subjects five of the leading antivirus vendors to customer support scenarios. Learn how well each of the AV vendors responded to its customers' needs.
-
The self-defending network: Is it real technology or market speak?
by Eric Cole, Contributor
Cisco and other security vendors are touting the "self-defending" network. Is it real technology or market-speak?
-
Antivirus vendor review 2004: Is AV customer support dying?
by Ed Skoudis, CISSP
-
-
The downside of cybercrime investigation and prosecution
by Carole Fennelly, Contributing Writer
Prosecuting cybercrime puts your organization -- and your security -- on the hot seat.
-
Preventing spyware and third-party attacks
by David Geer, Contributor
Is your IT infrastructure prepared for spyware? In this feature, learn how to prepare your enterprise for spyware and how best to avoid these third-party attacks.
-
The downside of cybercrime investigation and prosecution
by Carole Fennelly, Contributing Writer
-
Columns
-
Buying security software: The devil's in the details
by Lawrence Walsh
When purchasing new security software, be sure to check references and quality controls first. You don't want to be stuck if something goes wrong.
-
Identifying VoIP phone security risks, attacks
by Marcus Ranum, Contributor
If the VoIP phone keeps ringing, it's probably spam.
-
The security appliance market: Just a myth?
by Pete Lindstrom, Contributor
Vendors often package their appliances to sell through their company, it makes no sense for them to stock pile into a marketplace. Pete Lindstrom explains.
-
Benefits of encryption: Improving your enterprise IT security structure
by Jay Beale, Contributor
Learn the benefits of encryption and how it can be one of the only true secure ways to protect your enterprise.
-
Application Vulnerability Development Language: Why is it important for security?
by Andrew Briney
Network security is like a U.N. meeting without the upside-down headphones, writes Editorial Director Andy Briney in this column.
-
Buying security software: The devil's in the details
by Lawrence Walsh
More Premium Content Accessible For Free
Unlock new pathways to network security architecture
E-Zine
Network security architecture is showing its age at many organizations. With new technology, different data types, and use of multi-generations of ...
Emerging threat detection techniques and products
E-Handbook
Advanced persistent threat (APT) has been a used and abused term in the security industry, but security experts say targeted attacks are a growing ...
The rapid evolution of MDM solutions
E-Zine
Mobile device management (MDM) continues to grow at a feverish pace, both in terms of adoption and mobile security features. BYOD policies, and the ...