Microsoft Support Article 129972 (last updated May 17, 2011) contains these instructions:

Microsoft provides free telephone support for security issues to all customers, regardless of whether the software was purchased at retail or as part of a new PC. How do Apple’s competitors handle Windows malware infections? The ARS does not provide any additional support for malware.Īpple has not responded to a request for comment on the ongoing Mac Defender attack or this policy. Do not refer customers to the Apple Retail Store.Do not send any escalations or contact Tier 2 for support about removing the software, or provide impact data.Do not attempt to remove or uninstall any malware software.Do not confirm or deny that any such software has been installed.The customer can be directed to the Apple Online Store and the Mac App Store for antivirus software options.įinally, that is followed by these four bullet points. The final step is clear:Įxplain that Apple does not make recommendations for specific software to assist in removing malware. They are then to direct the customer to the “What is Malware?” Help document using Finder. If the software is already installed, support personnel are instructed to make sure all security updates have been installed using Software Update. You should not confirm or deny whether the customer’s Mac is infected or not. AppleCare does not provide support for removal of the malware.

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