Technical Support
How to get in touch with Vircom’s SysAdmin on the line™
Please select the best support alternative in the options below.
Support Email(1)
| General support | support @ vircom.com |
| Undetected Spam (false negatives) |
If you would like to report spam that was undetected by modusMail™ or modusGate™, please contact spamtrap4 @ vircom.com and follow these instructions:
» Windows: create a new email and drag’n drop the offending spam into your email (the spam message will be included as an attachment) » Groupwise: highlight the spam message to be reported (multiple messages can be selected), right-click and select “Forward as attachment” |
| False positives | If you have reports of false-positives, please use the false-positive submission system integrated in the modus™ console Quarantine:
» From the console, click on Quarantine » Select the false-positive to submit » Click on the false-positive button » Follow the on-screen instructions Using the modus™ console to submit false-positives is the ideal method as every information we need (email’s headers and reference) is transmitted quickly and efficiently so Vircom’s team can react on the fly. If you do not have access to the console, please send copies of these messages to falsepositives @ vircom.com with “Report of FP” as the subject. |
Support Hours & Telephone
| North, Central and South America | Europe and Africa | Asia and Australia | |
| Business hours | 7:30AM to 6:00PM EST Monday to Friday Except statutory holidays |
12:30 to 23:00 GMT Monday to Friday Except statutory holidays |
12:30 to 23:00 GMT Monday to Friday Except statutory holidays |
| Telephone | |||
(1)We reply to email help requests within twenty-four business hours, according to the priority level specified in your Vircom support service package. If your call goes to voicemail, please leave a message and we will get back to you according to the priority level specified in your Vircom support service package. In case of emergency, please contact us by telephone rather than by email.
