If you need product support for our products, you may contact our helpdesk using the options below.

We recommend that you visit and review the related support links in the menu at the left hand side before contacting support. Please note that the support links on menu choice at the left provides answers and tools to the most common issues reported by our users.

SAV25 provides support to all licensed users in the Philippines of our products.

• Contact Helpdesk by email

• Contact Helpdesk using our on-line form

• Contact Helpdesk by Phone

• Submit virus samples by email

• Submit virus samples on-line

• Submit Norman Support or Forensic Files

1. Contact Helpdesk by Email
Send an email to helpdesk@sav25.com and indicate in your subject the product you are inquiring about. Clearly explain in details your questions including any error message if applicable and attached any screenshot or image if available that could help in resolving your case.

2. Submit your support request using our web form

3. You may contact our Helpdesk using the hotline number below. Please note that we only provide support to valid and licensed customers of SAV25.
Phone: (632) 870-6775

4. How to submit virus samples?
If you have a program or document which you suspect to be infected by a virus or other malicious program which is not detected by Norman virus control , or reported as UNKNOWN/GENERIC, you may send it to Norman for analysis.

1. Create a zip archive with a program like WinZip .
   
2. Password protect the zip file using winzip password protection. We highly recommend that you use Norman Privacy for security reasons. Norman Privacy provides secure encryption for your data.
   This password protection is very important - otherwise the malicious program may be removed by our virus control protection on our mail gateway.
3. Add the potentially infected file to the zipped archive.
   
4. Send an e-mail to analysis@sav25.com. Attach the zipped archive to the e-mail. 
   Try to use a special subject line which identifies the problem in a kind of unique way. Supply information you feel we need to know in the body of the e-mail message, e.g. why you suspect the file might be infected with a virus. .
   
5. Send the file password in another e-mail with the same subject line. DO NOT INCLUDE IT ON YOUR E-MAIL WITH ATTACHMENT .  

We  thank you for your help in enabling us to create even better protection against computer virus.

We do not share e-mail addresses (or any customer information) with any third parties. All files and information are treated with complete confidentiality.

NOTE: Submitted files will automatically be deleted from our database or system 15 days after the resolution of the case.

Submit Norman Support or Forensic (NFI) Files on Line