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Rules for using the AVIRA Support Forum

Date: 2009-06-10

  1. Preliminary remarks
    The purpose of the Avira Support Forum (hereinafter referred to as the "Forum") is to offer users of Avira AntiVir Personal, Avira AntiVir Premium, Avira Premium Security Suite, Avira Mobile and Avira Tools a free platform for help with technical problems. You can use the Forum to seek help regarding all questions associated with the aforementioned products. Please note that the Forum is mainly run by volunteer Forum members and that Avira is primarily the Forum administrator. To be permitted to use the Forum, you must accept and follow all of the current rules for use.

    Official support for Avira products can be obtained within the Forum from employees of Avira GmbH (see section 8.2) and also by means of the FAQs (Frequently Asked Questions) and knowledge database. You can also contact the support hotline in person. To do this, visit us at our website http://www.avira.com/en/support/technical_support.html


  2. General rules

    1. Netiquette | conduct
      Insults to other members, the moderators or administrators are not permitted. Netiquette rules apply within the Forum. More information about netiquette is available at http://en.wikipedia.org/wiki/Netiquette, for example.

    2. Compliance with the law
      Users are required to desist from entering postings that are willfully false, defamatory, sexually oriented, threatening or that incite hatred or that are undesirable in any other way. All postings should observe the laws of the Federal Republic of Germany (e.g. copyright law, criminal law etc.).

    3. User's declaration of consent
      By completing registration, you undertake not to misuse the Forum for obscenities, vulgar language, insults and propaganda for (extreme) political opinions or violations of current law. You also allow the administrators and moderators of this Forum the right to remove, edit, move or block postings and, under certain circumstances, to block or delete your user account. You also accept all the points of the rules for use and shall make every effort to comply with them.

    4. Utilization rights for the postings
      When you publish postings in the Forum, you allow Avira the comprehensive, irrevocable right to use them, in particular to publish them. The complete or partial quotation of postings from other persons in the context of this Forum is permitted, provided the rules are observed.

    5. Notes for help by Third Parties
      As part of this Forum you have the option of exchanging experiences with other users in relation to the handling of Avira products. Please note that the information provided by Third Parties does not constitute official support from Avira and that Avira can thus accept no liability for such information.


  3. User accounts

    1. Getting started
      Getting started involves registering and activating your user account. To register you must specify a valid email address and a user name and password. When we save and publish your postings, we accept a share of the responsibility for the content of the postings, which is why we expect you to provide us with your full name. Your actual name will not be published and is only available to the Forum administrators. After registration you must confirm your email address to activate your user account. You bear sole responsibility for the confidentiality of your user name and password.

    2. Ordinary members
      Once you have registered, you will first have the status of an ordinary member of the Forum. As an ordinary member, you can create threads and publish postings there. If you also want to help other users, you can apply for "Trusted Member" status. This is done through the user group options in your profile.

    3. Trusted Members
      "Trusted Members" can also provide answers and help in threads that are not their own. This means that, as a "Trusted Member", you have the option of also responding in threads that have been created by other users. Avira assigns "Trusted Member" status at its own discretion and can withdraw it again at any time without offering any reason.

    4. Deleting your user account
      You can have your user account removed from the Forum at any time at no charge. To do this, send an email from the email account used in the Forum to forum@avira.com.

      Please note that your user name and postings will still be preserved in the Forum.

    5. Moderators / administrators
      Moderators and administrators are responsible for supporting and administering the Forum. They can edit and move postings and user accounts and delete them if necessary. They monitor compliance with the rules for use and apply sanctions in the event of violations.

    6. Blocking
      If they violate these rules for use, users risk receiving a warning or, depending on the circumstances of the individual case (particularly if the violation is repeated), the temporary or permanent blocking of their user accounts by Avira. Avira shall take the relevant steps at its own discretion, in line with the circumstances of the individual case. In the event of serious violations, Avira reserves the right to take further legal action against the user.

    7. Report function
      The Report function allows you to report a particular posting to a moderator. You should only use this function if you suspect that a posting violates current law or the rules for use. Using this function will not attain a higher priority or faster response for your support inquiry.

    8. Moderator sanctions
      Moderator sanctions involve the moving, blocking and/or (partial) deletion of postings and user accounts. If you are honestly of the opinion that a sanction has been unjustly imposed upon you, you can contact an impartial moderator to have the issue investigated.

    9. Registration after blocking
      If your user account has been blocked by Avira after a rule has been broken, we will not allow you to re-register. If it comes to light that you have re-registered, the new user account will be blocked without further notice.

    10. Duplicate/ multiple user accounts
      Duplicate or multiple user accounts are only permitted with the express approval of Avira. If it comes to light that several user accounts are being used without permission, all user accounts will be blocked without further notice. If you created more user accounts before this rule was introduced (2009-06-10), please report these to the moderators or administrators so they can be blocked or deleted.

    11. Signature
      You can define a signature for your postings in your user profile. Signatures should not be longer than three lines, including a graphic. Graphics may not exceed a banner size of 150 x 40 pixels and 10 kilobytes and should not contain excessive animation. Only one graphic is permitted in the signature.


  4. Information on how to create postings

    1. Using the search function, knowledge database and frequently asked questions
      Before creating a new thread, use the search function at the top right of the Forum screen to check whether a similar thread already exists. Try to use unambiguous terms so as to obtain good search results.

      Our website also contains an extensive knowledge database and an overview of frequently asked questions:

      www.avira.com/knowledgebase
      www.avira.com/faq

    2. Choosing the right sub forum
      Take a moment to find the right sub forum for your support request. If none of them matches exactly, choose the closest match. Incorrectly classified requests will be moved to a different category, thereby delaying the answer.

    3. Selecting the right thread title for your support request
      Threads should be given a meaningful title. This makes the work of the helpers much easier. Thread titles like "Help", "Urgent" or "Problem" are unhelpful. It would be better to provide a very brief description like: "Where can I find the license key in the email?" or similarly unambiguous keywords.

    4. Duplicated postings and cross postings
      Duplicated postings or so-called "cross postings" (the same posting in two or more different sub forums) should be avoided. This inevitably leads to the deletion of the duplicated inquiries relating to the same thread. Targeted help requires that all answers and information should be collected together in a thread. This will enable you to find a suitable solution quickly. If you forget to include particular information, you can add this to your thread using the Reply function. Changing the original posting can be confusing and can have a negative impact on the quality of the answer.

    5. Pushing postings
      Pushing postings upwards by means of answers to the thread that are of no functional relevance is also a practice to be avoided. Please be patient and remember that even the helpers will have to do a little research before answering some questions. However, the aim is always to respond as quickly as possible. If no satisfactory answer is forthcoming after a number of days, then another posting should be made to ensure the thread is not forgotten.

    6. Content of a support request
      In the case of support requests, it is best if you include the following in your inquiry, increasing the chances of faster and better support:

      • The version of Avira AntiVir you are using (including the status of the virus signatures) Information about the virus information can be obtained at: http://forum.avira.com/wbb/index.php?page=Thread&threadID=6049
      • The operating system used with details of the installed service packs and other updates
      • Other security software used
      • The time at which the fault or problem occurs
      • Any changes made to the system shortly before the problem arose
      • Screenshots or log files

    7. Using screenshots
      You should only insert screenshots in your posting if these help to illustrate the problem. Please also note that screenshots should not exceed a size of 640 x 480 pixels. If this is not sufficient, please link the screenshots via an upload provider such as http://www.imageshack.us, instead of inserting them as pictures.

    8. Spam & speed posting (flooding)
      Spam is understood to mean the creation of meaningless postings that are of no relevance to the previous postings, thread or problem. Speed posting (flooding) means answering a posting several times in a relatively short period.

      Such activities may aim to increase the posting statistics of the relevant user. Spam and speed posting (flooding) - for whatever reason - are not permitted in the Forum.

    9. Private conversations (PM function)
      Private discussions are discouraged in the Forum. If you wish to communicate with someone privately or have a problem with an individual, you should use the PM (Private messages) function. The PM function can be found at the top of the Forum screen in the profile of the relevant member or in one of his postings.

    10. Support inquiries using Messenger | PM | Email | Chat
      Officially speaking, support is not provided using so-called instant messengers, private messages, or email addresses provided in profiles or chats. For this reason, support inquiries should only be posted here in the Forum or using the Avira Hotline (charge associated) (http://www.avira.com/en/support/technical_support.html).

      If a helper suggests an alternative support channel, you are of course welcome to use this.


  5. Prohibited content

    1. Advertising / promotions
      Advertising of all kinds is prohibited in the Forum. The only exception to this is the signature of each individual member. Avira has the right to decide on a case-by-case basis whether this signature is appropriate. Product names, websites and service providers may only be named provided the primary intention is not advertising.

    2. Referrer links / partner programs / thief games
      The posting of so-called referrer links that can be followed back to a specific person, enabling that person to accrue benefits such as services with a cash value (for example, partner programs), points (for example thief games) and similar benefits, as well as links that refer to illegal content, is prohibited. Such links will be deleted.

    3. Pornographic material
      Child welfare issues must be taken into account in all postings. For this reason you should not publish or link material that may contravene child welfare provisions, including, in particular, pornographic material, salacious jokes or remarks in visual, aural or text form.

    4. Virulent code
      The posting or linking of virulent code or similar damaging code is strictly prohibited. Users are not permitted to use the Forum (posts and private messages) to request malware files from other users; such files should be sent directly to Avira for analysis. For further information about how to submit virulent code, see http://analysis.avira.com/samples/index.php.

    5. Using redirect services to hide URLs
      Services that conceal the actual URL (e.g. www.tinyurl.com or www.snipurl.com) may not be used.


  6. Copyright

    1. Utilization rights for the Forum postings
      By publishing a posting, you confirm that you are its copyright owner and that you have the necessary rights to allow you to publish it. Copyright for your postings remains with you even after publication. However, by publishing your posting in the Forum, you allow Avira the comprehensive, irrevocable right to use it free-of-charge. Such uses include, in particular, publication in the Forum, as well as in other forms (e.g. FAQs). Avira also reserves the right to edit, move or delete postings.

    2. Quotes / source acknowledgments
      Texts, articles or images covered by copyright may not be reproduced without the express permission of the copyright owner. Insofar as reference is to be made to such content, the source should be specified and, if required, a separate summary should be produced.

    3. Illegally used software
      Illegally used operating systems and applications are not supported in this Forum. Corresponding threads will be closed and moved immediately.
      PMs, etc. are also prohibited from providing any help. Avira also reserves the right to take legal action.

    4. Personal Edition in the business environment
      As explained in the licensing provisions, use of Avira AntiVir Personal software in the business environment is not permitted and is thus not supported in the Forum.


  7. Data protection

    1. Gathering/ saving personal data
      The data protection provisions of Avira GmbH apply to your participation in the Forum. These provisions can be found at http://www.avira.com/en/privacy.html.

    2. Recording the IP address
      As well as the date and time, the author's IP address is also documented for every posting created. This can only be viewed by administrators. Criminal proceedings can be instigated on the basis of this data.

    3. Personal data
      To protect your privacy, we would ask you not to publicize your address, telephone number or other personal data not intended for public use. We would point out that all information in your profile can be found using search engines.

    4. Personal data belonging to other individual's
      Personal data belonging to Third Parties may not be published unless they have expressly agreed to publication.


  8. Other provisions

    1. Disclaimer of warranty
      The administrators, moderators and Avira GmbH take the utmost care to delete all illegal postings that violate the rules for use from this Forum. However, due to the large number of postings, it is not possible to check all postings. All postings solely express the opinions of the corresponding author. Avira GmbH, the administrators and moderators of the Support Forum cannot be held responsible for the content of the postings. The various users of the Avira GmbH Forum are themselves fully responsible for their user accounts and their postings. Responsibility for the content of linked pages lies with the relevant page owner. If you suspect that a posting violates current law or the rules for use, you should contact Avira GmbH at forum@avira.com or use the Report function which is available for each posting.

    2. Information regarding help and instructions from Third Parties
      This Forum allows Avira users to exchange tips, tricks and experiences with other users in relation to the handling of Avira products. You can also receive official support from Avira employees. Avira support staff has a special status in the Forum called "Avira GmbH" and are easily identified by a corresponding note in their user profile. Please note that any help or other information from Third Parties (in particular "Trusted Members" status: "Community member") does not constitute official support from Avira GmbH. Even though Avira takes the utmost care in selecting "Trusted Members" and in checking the postings of Third Parties, you should be aware that you use any information provided by Third Parties at your own risk. Avira accepts no liability for damages incurred by you through the use of such information.

    3. Changes / adjustment of the rules for use
      You can view the current rules for use in the "Announcements" sub forum. Avira GmbH reserves the right to adjust, change or reformulate the rules for use at any time. In the event of changes being made, the rules for use will be displayed again and you will be required to agree to these when you log in to the Forum with your user data at the latest. If you do not agree to the change to the rules for use, you have the option of having your user account deleted free-of-charge. In this case, please note the information contained in section 3.4.

    4. German law
      The laws of the Federal Republic of Germany shall apply.

We hope you enjoy using the Avira Support Forum.