BitDefender strives to provide its customers with an unparalleled level of fast and accurate support. If you experience any issue with or if you have any question about your BitDefender product, you can use several online resources to quickly find a solution or an answer. Or, if you prefer, you can contact the BitDefender Customer Care team. Our support representatives will answer your questions in a timely manner and they will provide you with the assistance you need.
31.1. Online Resources
Several online resources are available to help you solve your BitDefender-related problems and questions.
●BitDefender Knowledge Base:http://www.bitdefender.com/help ●BitDefender Support Forum:http://forum.bitdefender.com
●the Malware City computer security portal:http://www.malwarecity.com ●the Video Tutorials
You can also use your favorite search engine to find out more information about computer security, the BitDefender products and the company.
31.1.1. BitDefender Knowledge Base
The BitDefender Knowledge Base is an online repository of information about the BitDefender products. It stores, in an easily accessible format, reports on the results of the ongoing technical support and bugfixing activities of the BitDefender support and development teams, along with more general articles about virus prevention, the management of BitDefender solutions with detailed explanations, and many other articles.
The BitDefender Knowledge Base is open to the public and freely searchable. The extensive information it contains is yet another means of providing BitDefender customers with the technical knowledge and insight they need. All valid requests for information or bug reports coming from BitDefender clients eventually find their way into the BitDefender Knowledge Base, as bugfix reports, workaround cheatsheets or informational articles to supplement product helpfiles.
The BitDefender Knowledge Base is available any time athttp://kb.bitdefender.com.
31.1.2. BitDefender Support Forum
The BitDefender Support Forum provides BitDefender users with an easy way to get help and to help others.
If your BitDefender product does not operate well, if it cannot remove specific viruses from your computer or if you have questions about the way it works, post your problem or question on the forum.
BitDefender support technicians monitor the forum for new posts in order to assist you. You may also get an answer or a solution from a more experienced BitDefender user.
Before posting your problem or question, please search the forum for a similar or related topic.
The BitDefender Support Forum is available athttp://forum.bitdefender.com, in 5 different languages: English, German, French, Spanish and Romanian. Click the Home & Home Office Protection link to access the section dedicated to consumer products.
31.1.3. Malware City Portal
The Malware City portal is a rich source of computer security information. Here you can learn about the various threats your computer is exposed to when connected to the Internet (malware, phishing, spam, cyber-criminals). A useful dictionary helps you understand the computer security terms that you are not familiar with. New articles are posted regularly to keep you up-to-date with the latest threats discovered, the current security trends and other information on the computer security industry.
The Malware City web page ishttp://www.malwarecity.com.
31.1.4. Video Tutorials
The video tutorials will walk you step-by-step through configuring the product. They are created in a straightforward, down-to-earth manner that gets the message across.
The most important objective is to ensure a pleasant experience by providing basic and intermediate information on security principles, how to configure and how to use BitDefender.
The main goal is to replace the need for specialized help using product video tutorials that provide information specifically on how to use and configure BitDefender. For instance, instead of calling the BitDefender support for guidance or trying to follow complicated procedures, you can watch and follow the steps presented by the video tutorials.
31.2. Asking for Help
The Troubleshooting and Getting Help section provides you with the necessary information regarding the most frequent issues you may encounter when using this product.
If you do not find the solution to your problem in the provided resources, you can contact us directly:
● “Contact Us Directly from Your BitDefender Product” (p. 132) ● “Contact Us through Our Online Knowledge Base” (p. 133)
Important
To contact the BitDefender Customer Care you must have your BitDefender product activated. For more information, please refer to“Registration and My Account” (p. 44).
Contact Us Directly from Your BitDefender Product
If you have a working Internet connection (Internet access), you can contact BitDefender for assistance directly from the product interface (program window). In order to ask for help, you can use the Integrated Support available in the product. To use the Integrated Support, follow these steps:
1. Open BitDefender.
2. Click the Help and Support link, located in the bottom-right corner of the window.
3. You have two options now:
●Launch a search in our database for the information you seek.
●Select the department, according to the issue encountered.
Customer service deals with purchasing, licenses, refunds, or renewal. Technical support covers issues related to the product itself, and its functionality.
Fight against malware addresses viruses related issues.
4. Read the relevant articles or documents and try the proposed solutions. 5. If the solution does not solve your problem, use the link in the article to launch
the Support Tool.
6. Enter your e-mail address, select the department and write a short description of the problem.
Click Next.
7. Please wait for a few minutes while BitDefender gathers product related information. This information will help our engineers find a solution to your problem.
Click Next.
8. Click Finish to send the information to the BitDefender Customer Care Department. You will be contacted as soon as possible.
Contact Us through Our Online Knowledge Base
If you cannot access the necessary information using the BitDefender product, please refer to our online knowledge base:
1. Go tohttp://www.bitdefender.com/help. The BitDefender Knowledge Base hosts numerous articles that contain solutions to BitDefender-related issues.
2. Search the BitDefender Knowledge Base for articles that may provide a solution to your problem.
3. Read the relevant articles or documents and try the proposed solutions. 4. If the solution does not solve your problem, use the link in the article to contact
BitDefender Customer Care.