User Guide

74 Kaspersky
®
SMTP-Gateway 5.5 for Linux/Unix
To make sure your request is answered as soon as possible, follow
these suggestions:
1. In the message header, specify your operating system, the name
of Kaspersky Lab product you are experiencing problems with, and
briefly describe the problem. For example:
OpenBSD 3.6, Kaspersky SMTP-Gateway 5.
5 for Linux/Unix,
updating of the anti-virus databases does not function
.
2. Compose your messages in plain text format.
3. At the beginning of the message, specify the exact versions of the
operating system and Kaspersky SMTP-Gateway distribution
package and provide the number of your license key file.
4. Clearly describe the problem in brief. Keep in mind that, when
reading your mail, the technical support service officers do not yet
know about your problem. They can only help after fully
understanding and reproducing it.
5. Send the following data, packed into one archive, to the Technical
Support Service:
• all configuration files of your mail agent (MTA)
• mail system log file
• application log file
• your license key file.
6. Make sure to specify in your mail if your computer system contains
any of the following:
• a very old or very new processor, or more than one processor
• less than 64 MB or more than 2 GB of RAM.
7. Specify the approximate amount of daily traffic and whether or not
the server has peak loads.
Question: What are the regular updates for?
A few years ago viruses were transmitted on floppy disks, and adequate
computer protection could be achieved by installation of an anti-virus
program followed by rare updates to its anti-virus database. However,
recent virus epidemics spread around the world in several hours, and
anti-virus protection with old databases may be helpless against a new
threat. In order to resist new viruses, you should update the anti-virus
databases every hour.