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Norton Introduces NortonLive Ultimate Help Desk to Tackle Consumer Tech Problems


Consumers in the U.S. and Canada can now enjoy on-demand, live technology support from NortonLive Experts, without having to leave home

MOUNTAIN VIEW, Calif. – – Norton by Symantec (Nasdaq: SYMC) announced today its new NortonLive Ultimate Help Desk service – a personal IT help desk service for consumers that supports a broad range of computing and digital devices, from PCs to printers to iPod devices, commonly used at home. Expert technicians are available 24x7 to help set up, manage or repair technical problems saving consumers time, money and frustration with their digital lives.

Third-party studies show consumers prefer professional technology services offered remotely compared to in-home or phone support services1. In a recent survey commissioned by Norton and conducted by Harris Interactive®, 64 percent of respondents have experienced problems with their computers, 56 percent have experienced problems with their digital devices, and 31 percent said they usually make things worse when they try to fix things themselves2. NortonLive Ultimate Help Desk offers consumers peace-of-mind knowing that an affordable service from a trusted source is available anytime problems arise, and they don’t have to leave home to get the help they need.

“The proliferation of consumer gadgets, computer systems and mobile content has been a double-edged sword,” said Rob Brothers, program director for IDC’s Software and Hardware Support Services research practice. “On one hand, it has provided unprecedented access to information, communication and entertainment from anywhere, at anytime. On the other hand, these devices have introduced a level of complexity that can be confusing to even those who are technically inclined, especially at home where problems can be difficult to diagnose and repair.”

NortonLive services provide consumers with two different remote help desk services to meet their varying needs:

NortonLive Ultimate Help Desk offers subscription plans with unlimited support for a broad range of computer and digital devices including PCs, wireless networks, printers, scanners, smartphones, digital cameras, iPod devices and other MP3 players. Services include diagnosis and resolution of setup, security, performance, maintenance and data transfer problems. With every help desk subscription comes a One-Time Setup Service that includes a security assessment, PC performance tuning and NortonLive Easy Support, which provides frequent computer health checks and remediation to improve overall computer performance.

In addition to subscription plan services, NortonLive offers an “a la carte” service called NortonLive Rescue Me, which diagnoses computer problems and provides a recommendation for repair. NortonLive Experts will use the latest diagnostic techniques and tools to troubleshoot and tune up key settings to improve PC performance and provide a detailed recommendation for problem resolution.

“For years, consumers have trusted Norton to address their security needs,” said Kevin Chapman, vice president and general manager, Worldwide Consumer Services, Symantec. “With NortonLive Ultimate Help Desk, we are pleased to extend our ability to support our customers beyond security, to solving a variety of technology issues they might experience with their PC or other digital devices. This service allows consumers to turn to Norton experts to fix their technology problems, while freeing up their valuable time to spend with family and friends.”

Pricing and Availability

NortonLive Ultimate Help Desk and Rescue Me services are available immediately in the U.S. and Canada. NortonLive Ultimate Help Desk comes in two subscription plans. The Personal Plan is available for US$19.99 per month or US$199.99 for the entire year, with a One-Time Setup Service fee of US$49.99; the Family Plan is available for US$29.99 per month or US$299.99 for the entire year, with a One-Time Setup Service fee of US$69.99. NortonLive Rescue Me is offered at US$4.99. For more information, please visit

About NortonLive

NortonLive was founded with the vision of delivering convenient, affordable and secure technology support services to consumers and small businesses that do not have the time or expertise to solve painful computer problems on their own. NortonLive Experts help customers save time and money, and avoid frustration and catastrophic data loss, by remotely fixing their computer and digital devices from the comfort of their own homes and businesses. For more information on NortonLive, please visit:

About Norton from Symantec

Symantec’s Norton products protect consumers from cybercrime with technologies like antivirus, anti-spyware and phishing protection-- while also being light on system resources. The company also provides services such as online backup and PC tuneup, and family online safety.

About Symantec

Symantec is a global leader in providing security, storage and systems management solutions to help consumers and organizations secure and manage their information-driven world. Our software and services protect against more risks at more points, more completely and efficiently, enabling confidence wherever information is used or stored. More information is available at

About the Survey

This survey was conducted by Harris Interactive by telephone within the United States on behalf of Norton by Symantec between December 15 – 19, 2010 among a nationwide cross section of 1,019 adults (aged 18 and over) – of whom 890 own at least one computer or digital device and are referred to as “respondents” in the release. Full methodology is available upon request.

1 “Managing the Digital Home: Installation and Support Services; Customer Support in the Digital Home,” Park Associates 2009

2 Harris Interactive survey commissioned by Symantec, December 2010


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