Frequently Asked Questions

NortonLive Services help individual computer users and microbusinesses save time and money by providing fast relief from frustrating computer security and performance problems. NortonLive experts solve these problems by remotely fixing your computer over a secured Internet connection, at a time that’s most convenient for you, for a fixed fee.

• Expert Installation: gets your Norton software installed and custom configured to achieve maximum effectiveness and minimum on-going maintenance.
• PC Power Boost (PC Tune Up in other countries): optimizes your computer by removing clutters and unnecessary files to improve speed and performance
• Spyware & Virus Removal: detects and eliminates abnormal computer activity, pop-up windows, suspicious alerts, and other suspicious behavior
• PC Jump Start: optimizes your computer by removing clutter and unnecessary files to improve computer speed and performance and custom configures your Norton security software with one easy service
• PC Health Check Pro: detects and eliminates deep-rooted malware, cleans up and tunes up your computer to improve performance, and custom configures your Norton software to meet your specific requirements

NortonLive also offers a free PC diagnostic tool, Norton PC Checkup, that examines over 200 PC attributes to detect and diagnose virus infections, slow performance, risks to identity and data, and many other common computer problems. A personalized report card is provided after each scan that provides helpful recommendations for fixing problems identified during the scan.

The problems that NortonLive solves are ones that can cause endless hours of research and frustration for many PC users. In the end, all that time can be wasted – and data on your computer can be in jeopardy – if the problem remains unsolved or you incorrectly try to fix the problem on your own. You could invest more time driving back and forth to a repair shop, and lose access to the computer for some number of days. You could even feel the need to buy a new computer if your current one seems hopeless. A NortonLive online service can immediately end your frustration, time loss, and potential data and identity loss, while extending the life of your computer. NortonLive can be a very cost effective solution to your computer woes.

NortonLive experts have deep expertise in computer security and performance, and their tools are based on the Norton software trusted by millions of customers worldwide to protect their computers and maintain their performance. NortonLive is uniquely qualified to solve computer security and performance problems. Our services are conveniently delivered the Internet, so there’s no need to take your computer to a retail store and leave it over night. Over 90% of our 1 million plus customers rated their overall satisfaction as Satisfied to Extremely Satisfied.*

* Customer satisfaction rating based on voluntary survey results collected from NortonLive customers over a six month period in 2009.

After you call or start a chat session to inquire about NortonLive Services, a NortonLive expert will discuss your computer problem(s) and determine how NortonLive can help. Next, your NortonLive expert will have you download a small program that allows us to connect to your computer across the Internet. With your permission, the NortonLive expert will remotely access your computer as if they were sitting with you in your home or office. Your expert will perform real-time diagnostics, identify & eliminate problems with the latest tools and software fixes from Norton. Your computer screen will show everything the expert does and you can ask questions and control what the agent looks at throughout the session. Once your computer is fixed, your expert will test your computer to ensure that it is working properly. Then he/she will review with you what problems were found and how they were fixed and recommend ways to keep your computer running at its best. Click here for a quick tour.

Access to your computer over the Internet is a much faster and less error-prone method for diagnosing and fixing a difficult computer problem than giving instructions to a user over the phone. This online remote access is more secure than an in-store retail solution where you have to leave your computer behind and not watch as they work. Customer satisfaction has also been found to be higher for remote access than for phone-only support. NortonLive uses the secure, remote access method exclusively for all services.

NortonLive Services are available for computers that run Windows XP, Vista and Windows 7.

NortonLive agents and technical experts are carefully selected from a large pool of candidates. They must first pass background checks and a number of tests to ensure computer and customer service proficiency. Selected candidates are then put through a series of rigorous training courses designed with the latest Norton technologies, tools, support processes and quality standards in mind. After earning their certifications, NortonLive experts continue to hone their technical and customer service skills via continuous training and performance improvement processes.

NortonLive Services are available in 12 languages across 18 countries as listed below. Services vary by country. Please check our international websites for specific services offered.

• Danish – Denmark
• Dutch – Belgium, Netherlands
• English – United States, Canada, United Kingdom, Australia, New Zealand
• German – Germany, Austria, Switzerland
• Finnish – Finland, Switzerland, Belgium
• French – France
• Italian – Italy
• Japanese – Japan
• Korean – Korea
• Norwegian – Norway
• Polish – Poland
• Swedish – Sweden

On the average, NortonLive services take anywhere from 35 minutes to an hour to complete. The length of each individual service varies depending on the condition of the computer. For example, if your computer is deeply infected with a variety of spyware, virus, Trojan or worm, the service may take longer to complete as it takes time to remove these deeply rooted threats. In general, please allow the following amount of time for each NortonLive service.

• Expert Installation: Around 35 minutes
• PC Power Boost: Around 35 minutes
• Spyware & Virus Removal: Between 45 minutes to 1.5 hours, depending on the degree of infection
• PC Jump Start: Around 40 minutes
• Health Check Pro: Between 1-2 hours, depending on the condition of the computer.

In US and Canada, your service entitlement will expire after 30 days from purchase date. In Europe and Asia Pacific countries, your service entitlement will expire 60 days from purchase date.

Yes, a high speed Internet connection is required in order to receive the service.

NortonLive Services include a follow-up consultation if requested within seven (7) days. If you encounter the same issue or problem within seven days of your NortonLive service session, please notify us within those seven days and we will provide a follow-up consultation to help remedy the issue or problem quickly and professionally.

NortonLive accepts Visa, MasterCard, American Express, Discover, and JCB credit cards as payments for services.

Over 90% of our 1 million plus customers rated their overall satisfaction as Satisfied or Extremely Satisfied.* Here’s what some of our customers are saying.

“What more can I say! I was greatly impressed with the professional way in which the service was done.” – Wesley Forbes

“We were very pleased with the service and help given. I would highly recommend this service to others. Thanks!!!!” – Melinda McClure

“I always have trouble download the new software and cleaning up from the previous version. The money is well spent.” – Jerry Jarvis

“Very impressed with the quality of knowledge, putting me at ease with each step and efficiency of your expert!” – Michael Peron

* Customer satisfaction rating based on voluntary survey results collected from NortonLive customers over a six month period in 2009.