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What is usual response time for help?


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#1 seatoskygirl

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Posted 24 June 2010 - 11:31 AM

I posted my problem yesterday and notice that others who posted after me have already received help while I am still waiting. Is there a reason for this? I understood date of posting determined priority so I am resisting reposting, but I would like to know if there are other factors that determine who gets help and how long I should wait before looking elsewhere for assistance. Thx.


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#2 Noviciate

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Posted 24 June 2010 - 02:09 PM

Hello user

While we understand your frustration at having to wait, please note that Bleeping Computer deals with several hundred requests for assistance such as yours on a daily basis. As a result, our backlog is quite large, as are other comparable sites that help members with malware issues. Athough our Malware Response Team work on hundreds of requests each day, they are all volunteers who contribute to helping members as time permits. No one is paid by Bleeping Computer for their assistance to our members.

New and more devious malware infections are released almost daily. It then takes time for our Team to to investigate, analyse and test removal techniques before we can help members like yourself. Doing that means that we sacrifice speed of response for a quality response that will help remove the malware more effectively.

Further, our malware removal staff is comprised of team members with various levels of skill and expertise to deal with thousands of malware variants, some more complex than others. Although we try to take DDS/Malware Removal requests in order (starting with the oldest), it is often the skill level of the particular helper and sometimes the operating system that dictates which logs get selected first. Some infections are more complicated than others and require a higher skill level to remove. Without that skill level attempted removal could result in disastrous results. In other instances, the helper may not be familiar with the operating system that you are using, since they use another. In either case, you wouldn't want someone to assist you who is not familiar with your issue and attempt to fix it, would you?

Please be patient. It may take a while to get a response but your log will be reviewed and answered as soon as possible.

Thank you for understanding.
The BC Staff

So long, and thanks for all the fish.

 

 


#3 seatoskygirl

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Posted 24 June 2010 - 02:29 PM

Thank you - that is exactly what I needed to know! I did look to see if there was a FAQ where this might be addressed but could not find one . . .

#4 Noviciate

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Posted 24 June 2010 - 05:13 PM

Always a pleasure. dance.gif

So long, and thanks for all the fish.

 

 





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