Service & Support

A protection promise you can count on from Norton

Ensuring your online safety and peace of mind

The Cambridge English Dictionary defines confidence as: "The quality of being certain of your abilities and/or having trust in people, plans or the future." These words perfectly encapsulate Symantec’s confidence in our software performance and in our Norton support team.

By employing the very best people in the security industry and investing in our innovative technology, Norton provides an award-winning security service and five-star technical support that is second to none. But Norton can, and does, go further with a promise to our customers that no other Internet security or freeware provider can make — the Norton Virus Protection Promise.

The Virus Protection Promise is the assurance that, if a virus ever manages to slip through Norton Security’s multi-layer defense system, our global network of experts will provide world-class technical support via phone and online chat to remove the virus. In the unlikely event that the virus can’t be removed, we will refund your money.

Freeware costs you in the long run

There is a common misconception that free software programs are comprehensive enough to protect our digital lives from the advanced threats that we face as modern-day Internet users. But nothing could be further from the truth.

Free antivirus software offers only limited protection. It’s like locking your front door, but leaving your windows open. You’re not completely protected.

Standalone antivirus software just doesn’t cut it anymore. To protect our PCs, Macs, smartphones and tablets from destructive online threats, we need multiple layers of protection  to combat various types of malware.  

Many successful attacks today are not launched by viruses, but by other sophisticated forms of attack, like ransomware or phishing schemes. Using a single layer of protection is not enough. And for many, it creates a false sense of security.

The layers of protection provided by your security service are important to consider, but they’re not the only factors that result in first-rate Internet security. Who are you going to turn to when you have a question or problem? What will you do if your freeware fails to protect you? Who will help you if a cybercriminal manages to take control of your device?

If you use a free service, be prepared to fend for yourself and spend a lot of time doing so. With Norton, you have always-available support for the technical questions or problems you may have. 

Get peace of mind with Norton

If you need help dealing with a suspected infection of any type, our technicians are equipped with an arsenal of software removal and erasure tools that can begin the process of removing even the most sophisticated malware — all for no additional cost once you have active Norton Security protection. And in the extremely unlikely event that we fail to remove the threat, Norton will refund your money since we put our money where our mouth is.

“Whereas many of the top antivirus software publishers charge extra for malware removal service by a technical support representative, Norton provides the service for free,” says Randall Sutherland, Editor at Top Ten Reviews.

Our mission is to keep your digital life safe

Our dedication to digital security is at the heart of everything we do, and we want to give you the peace of mind that you deserve when living your life online.

Over the last 25 years, we have built an extensive intelligence network, constantly gathering data on Internet security threats from more than 40 million attack sensors worldwide in over 150 countries. That data is foundational to Norton protection, and it allows us to rapidly protect against brand-new, zero-day threats that nobody has ever seen before.

It’s this combination of our global footprint, powerful threat insight, cutting-edge technology and expert support that enables Norton to offer the Virus Protection Promise — a money-back guarantee that is “raising the safety bar for consumers” by keeping your computer malware-free, Sutherland adds.

We are supremely confident in our ability to protect our customers. And we want our customers to share in that confidence when they are online, safely surfing with the knowledge that they have the best security in the world protecting their digital lives.

Heritage & Reputation

We have an extensive security history and our pioneering spirit continues today. Our digital world is constantly changing, so at Norton we never rest. We’ve protected our customers and their data for 25 years — and we’re going to keep doing just that.

Security Experts

It takes a non-stop operation to stay one step ahead of the more than 80,000 new malware threats that appear every day. Meet the seasoned security experts on our STAR team, who spend their days battling on the frontline of digital crime.

Technology Leadership

Over the last 25 years, we’ve built a rich and widespread intelligence network, constantly gathering data on threats from over 40 million endpoints in over 150 countries. That data is what drives our protection, enabling it to stop even emerging threats that nobody’s ever seen before.


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