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Look for the solution before contacting us
We recommend using these resources to find the answer to your question:
Perhaps, the solution is already there, and this will save you time.
Communication methods
There are two ways to contact support:
The limitations of telephone support. Please cooperate with our employees when they recommend submitting a support request in writing on the website. Some issues require a detailed analysis and preparation; e.g., determining an order total for a large number of devices when multiple products are involved or examining a system-wide incident linked to Dr.Web's performance. In such cases, written communication is the best option.
Customer information
To help us get back to you quickly with the most relevant information, please be ready to identify yourself as a Doctor Web customer by providing one of the following:
Please provide valid and up-to-date information. If you’re using an email address that differs from the address you used when registering your license, it may take us longer to confirm that you are entitled to technical support. To avoid delays, use the address you provided when you registered your license.
Sign in. If you access the request form through your account on our website or use your account area on My Dr.Web Portal, much of your information will be filled in automatically.
Areas of support expertise
Doctor Web maintains two support services:
Choose the request category relevant to your question—commercial or technical. This will help us to promptly route your request to the appropriate support team and reduce the overall response time. If you sent us a commerce-related question, but a technical problem came up after that, please create a new request for our technical support staff. The commerce-related support ticket will then be closed.
Request history
Home users: a request submitted online will only appear in your request history on Doctor Web's site if you submitted it while signed in to your website account or while using My Dr.Web Portal.
Corporate customers: the history of your requests is available in your account area. It will also include requests that weren't submitted from your account area but had information about your corporate license attached to them.
Do not submit multiple requests for the same issue
Duplicates will only increase the processing time. If you need to provide additional information, please add it to your request’s ticket by replying to a support employee’s comment.
Working hours
Staff members provide assistance over the phone and online from 9:30 a.m. to 6:00 p.m. MSK (UTC+3), Monday to Friday, excluding public holidays.
Online requests via the web form are accepted 24/7.
Areas of expertise
Our SSS staff provides support on the following issues:
Advice on purchasing and managing licenses:
Non-technical issues involving key files and licenses (for Dr.Web users):
Feedback and suggestions:
about partnering with Doctor Web.
Request processing
Requests from users of commercial Dr.Web licenses have the highest processing priority.
Support languages
Sales support is provided in Russian and English.
Request response time
Requests submitted online are generally processed within a few hours of appearing in the system. The maximum response time for requests containing a license serial number or a Noventiq order number is 2 business days.
The countdown to that deadline begins the moment the request is logged in the system (i.e., the web form’s timestamp or the time of the phone call). If a request comes in after 6:00 p.m. MSK (UTC+3), during holidays or on weekends, the countdown’s start time begins at 9:30 a.m. the next business day.
Customer identification
To speed up request handling, Dr.Web users must confirm their customer status by providing one of the following:
Denial of support requests
The SSS can decline or disregard a support request if any of the following occurs:
In the event of a denial, a Sales Support employee notifies the inquiring party of the reason for the denial and provides recommendations on where they can inquire further to have their issue resolved.
Suspended and closed requests
If the customer does not respond to an SSS employee’s request for clarification within 5 (five) calendar days, the request is automatically closed with the option to reopen it if the customer contacts Sales Support again.
The SSS can cease communicating with the customer if the issue has been resolved, or redirect the dialogue to technical support and close the current ticket.
Final provisions
Doctor Web brings these instructions to the attention of users by publishing them on its official website.
