New WebRoot Support System - Please Read! -- Jan 11 2008, 12:50 AM

Dear WebRoot Solutions client,

You are receiving this message because you are either a client of Webroot Solutions or you work with one of our clients and have to interact with our support staff from time to time.

We are VERY pleased to announce that we have set up a new "help desk" that will enable you to submit support requests in a more-organized fashion. More importantly, it will allow us to organize, address and respond to those requests far easier.

We tested over a dozen systems before settling on this package, and we hope you will find it as convenient and user-friendly as we have. If not, you have the old fallback of our individual email addresses and our telephone # (provided in your welcome materials). But we would much prefer you use the new system whenever possible.

We have set up an account for you. [login info deleted -- see email]

The best news is that you do NOT need to log into the system -- or even directly use the web interface -- in order to initiate a support request. You can simply use one of the following department emails to initiate a "support ticket", as we'll refer to them. The only catch is that you MUST send the email from the address you're receiving this message at (or you can change that address inside the system, if you prefer another).

[If you have a problem with Webroot 1nter Net Security or Spy 5weeper, you are on the wrong site: go here.]

To request an administration task or technical support, such as having something added to a web page, identifying a suspected problem with the server, requesting information about your account settings, etc, etc, send email to: h e l p d e s k @ mywebroot . c o m

For billing inquiries, write to: b e a n c o u n t e r @ mywebroot . c o m

For other types of contact, such as interaction regarding an ongoing project contract (like custom software development), you will need to log into the system at http://mywebroot.com/support and submit a request in the appropriate category. If you ever forget that address, you can just follow the Support link on our website.

Again, we hope you find this new system convenient. We are pretty sure you'll notice an improvement in our service, no matter what you've thought of it thus far.

Sincerely,
Brian Dominick and Jessica Azulay
WebRoot Solutions support staff