It's a fair point. No matter how hard anyone tries, and no matter how long you beta test, there are always issues that popup.
Always. I talked to a friend of mine recently who is the CEO of another security company. They have a novel idea. They roll out upgrades only to 100 companies within 100 miles of their corporate headquarters (using a type of geo tracking that's part of their registration scheme). Then they wait and see what happens. If someone gets into real trouble, they send a support engineer up to the customer site. After a week or so, with no bad news, they release the update to their entire customer base. Sounds like a good idea. Alex From: David Lum [mailto:[email protected]] Sent: Friday, April 16, 2010 2:30 PM To: NT System Admin Issues Subject: RE: Viper Email Security and missed virus No different than every other major rev # of any software release if you ask me. I'm always leery of version x.0.0 releases. If I install a x.0.0 version then it means I WANT to be part of the guys figuring it out. Dave From: John Aldrich [mailto:[email protected]] Sent: Friday, April 16, 2010 10:58 AM To: NT System Admin Issues Subject: RE: Viper Email Security and missed virus Hah! Sounds like maybe it was a good idea to let others work out the kinks in upgrading to V4. :) I look forward to when the hotfixes are done and I'll think about upgrading then! :) [cid:[email protected]][cid:[email protected]] From: Alex Eckelberry [mailto:[email protected]] Sent: Friday, April 16, 2010 1:51 PM To: NT System Admin Issues Subject: RE: Viper Email Security and missed virus Yes, it has been slow. There is just the sheer volume of customers upgrading to VIPRE 4, and it has caused a backlog in support. Also, part of the issue was an antiquated call routing system, which crammed consumer customers into the same queue as enterprise customers. This has been fixed, and hold times are considerably shorter. We also have several hotfixes coming out in the next three weeks which will resolve issues found with the first release. However, it is getting better every day, I see the support stats, we monitor the situation daily and we are close to getting back to our normal rapid response in support. Feel free to email me directly if you ever need something escalated urgently. Alex Alex Eckelberry, CEO Sunbelt Software 33 N. Garden Avenue, Clearwater, FL 33755 p: 727-562-0101 x220 e: [email protected]<mailto:[email protected]> MSN: [email protected]<mailto:[email protected]> w: www.sunbeltsoftware.com<http://www.sunbeltsoftware.com> b: www.sunbeltblog.com<http://www.sunbeltblog.com> From: Eric Wittersheim [mailto:[email protected]] Sent: Friday, April 16, 2010 12:12 PM To: NT System Admin Issues Subject: Re: Viper Email Security and missed virus Vipre email support has been very slow for me lately. It took 3 weeks for support to finally email me and suggest that I upgrade to the lastest version to fix 2 issues I was having. One was with Vipre enterprise updates and the other was with Vipre Email security for Exchange. On Fri, Apr 16, 2010 at 10:22 AM, John Aldrich <[email protected]<mailto:[email protected]>> wrote: You can manually move something suspicious to quarantine, or you can go to the Vipre website and submit a suspected piece of malware for review. [cid:[email protected]][cid:[email protected]] From: Joseph L. Casale [mailto:[email protected]<mailto:[email protected]>] Sent: Friday, April 16, 2010 10:59 AM To: NT System Admin Issues Subject: RE: Viper Email Security and missed virus It's getting *missed*, not quarantined, plus I think that's for the desktop product only... From: John Aldrich [mailto:[email protected]<mailto:[email protected]>] Sent: Friday, April 16, 2010 8:56 AM To: NT System Admin Issues Subject: RE: Viper Email Security and missed virus There's an option in the quarantine when you right-click to send for analysis. [cid:[email protected]][cid:[email protected]] From: Joseph L. Casale [mailto:[email protected]<mailto:[email protected]>] Sent: Friday, April 16, 2010 10:54 AM To: NT System Admin Issues Subject: Viper Email Security and missed virus Twice now I sent support an email asking what to do with missed viruses and never received a response. Do they not take samples or investigate misses? It's not a new virus... jlc ~ Finally, powerful endpoint security that ISN'T a resource hog! ~ ~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/> ~
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