Support Information
If you have a problem with your VIPRE license, the fastest way to resolve the problem is to contact VIPRE.
Technical Support Phone Numbers:
+1 877-673-1161
+61 1800 199 016
(Operates during US hours of 9am – 9pm EST)
Create New Case:
Send an email to support@vipre.com
Forward us the ticket ID and we'll follow up VIPRE for the resolution.
When creating a new case, please email any screenshots or logs to support@vipre.com. This will help facilitate a speedy resolution
Announcements
Since March 2022, VIPRE no longer issues License Certificates. The validity of your License will be indicated in the description of our invoice.
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For Renewals, the License Key will be unchanged.
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For New Licenses, the License Key will be indicated included in the invoice.
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The start and end dates for ALL licenses will be included on your invoice
VIPRE Endpoint & Email Licenses Support Links
The VIPRE Security Support Portal https://support.threattracksecurity.com/support/home provides access to:
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Product Knowledge Bases for each product
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Recent Articles
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Logging a Support Ticket
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Checking the Status on open tickets - If you do have any issues with the resolution of your technical support request, please send an email to sales@sgen.com.au with a brief description of the problem including your Ticket Number.
Click on any of the links below for additional information:
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Process to update the current console from Business over to Endpoint
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Direct link to Endpoint Security Server: http://go.vipreantivirus.com/?linkid=443
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Endpoint Server to Cloud Migration Guides, Tool and Instructions:
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How to confirm connectivity between a VIPRE Agents & Console
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The generic support page where you can look at your own version for documentation & assistance, as well as search for their issue – Business Support – Technical
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VIPRE Endpoint CLOUD Licenses, you can request for your Setup/Confirmation email to be re-sent using this link: https://myvipre.com/register/enter
VIPRE Security Assessment Training (SAT)
Useful Hints for Setting up and Managing VIPRE Security Awareness Training
VIPRE Security Awareness Training (SAT) is an easy to use, cloud-based learning solution that builds practical, cost-effective security awareness for an organization’s employees. The content featured in each VIPRE SAT course has been developed to teach users to keep security top of mind in everything they do and to empower them to be the best defence of their company’s cyber security infrastructure. Choose from Essentials, Advanced or Enterprise packages that best fit your organization’s needs.
To register for your 30 day Evaluation:
Email sales@sgen.com.au letting us know which package you want to evaluate (Essentials/Advanced or Enterprise), along with the email address to be used to set up your account. Once your account has been set up you will receive an email from notification@securityawarenesstraining.com with instructions on accessing your account (don’t forget to check your junk folder if you don’t receive the email within 48 hours).
*Essentials will be setup as an NFR that can be used to deploy 3 courses and 2 emails over a 5-day period*
If you have any issues during the evaluation, please email sales@sgen.com.au.
Whether it's for Evaluation or for Production, VIPRE will require the following information:
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Company Name:
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Specific product of Interest:
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ABN:
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Contact name:
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Address:
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Email: (for setting up Site URL and Site Admin, it is preferred that the email address is a generic admin one purely from an access point of view - so it is not tied to a specific person - but this is the company's preference)
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Phone:
Converting Evaluation to Production Mode:
Before completing the evaluation, if you want to proceed to a production model you will need to either accept the quote or provide written confirmation via purchase order or email confirmation.
We will also need confirmation of the email to be used as the admin email for the SAT production license.
Migrating from Evaluation to Production Mode:
We recommend that you run your evaluation on the package that you believe best meets your requirements. This will enable you to migrate to a production license if you wish to proceed. If you wish to license a package other than the package you evaluated there is no migration.
VIPRE MSP Site Manager
Useful Hints for Setting up and Managing VIPRE Site Manager
VIPRE Site Manager provides MSPs a full-featured endpoint security solution with a centralised multi-tenant management portal for visibility across an entire client-base. Site Manager protects at the file, application and network layer, combining multiple layers of security with network- and application-agnostic DNS protection at no additional cost.
To register for your 30 day Evaluation:
Click Here to register for your VIPRE Site Manager Evaluation.
The evaluation license is valid for 30 days. When signing up, make sure you list your company as “reseller” so that the trial is approved. Our handy tips:
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If the URL already exists within EndPoint Cloud, it cannot be reused with Site Manager and you will have to create a new URL.
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When you have set up Site URL and Site Admin Email, please advise SoftGen at sales@sgen.com.au. This will enable us to register your evaluation and help you convert to a production license prior to the evaluation expiry.
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We recommend using a generic admin email address - purely from an access point of view, so it’s not tied to a specific person. (example: admin@companydomain.com)
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Multiple User Accounts. It is advisable that you create a user account for each person in your organisation responsible for managing your end user clients.
Converting Evaluation to Production Mode.
Before completing the evaluation, if you want to proceed please advise sales@sgen.com.au so we can organise the conversion.
Once the production license is activated you will need to convert your own created sites/customers into active production within your Site Manager instance.
TIP: Make sure that any Web Access Control is turned off for everything if you don’t want to use it – it will be billed for ALL even if only turned on for 1 device.
Migrating exiting VIPRE users:
→ End Point Server – just create the “site’ in Site Manager (essentially an EndPoint Cloud instance) and run the normal migration tool from the server, pointing it to the new instance.
→ End Point Cloud – you will need to recreate the account in Site Manager Start from scratch.
Priority Levels Explained
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Priority 1 (Urgent)
Severe loss of functionality and/or severe performance degradation. Normal activities have been severely impacted. -
Priority 2 (High)
Significant loss of functionality and/or significant performance degradation. Normal activities have been significantly impacted. -
Priority 3 (Medium)
Loss of functionality and/or performance degradation requiring a notable level of intervention. Normal activities have been measurably impacted. -
Priority 4 (Low)
Loss of functionality and/or performance degradation. Normal activities have been minimally impacted.
Make sure you assign the correct Priority Level to ensure you receive the fastest possible resolution of your issue.
If you do have any concerns with the resolution of your support request, please send an email to sales@sgen.com.au with a brief description of the problem including your Ticket Number.
VIPRE Ideas
Help us build the next great product for you! Select the product you are using at left to see if anyone has already suggested your idea (feel free to vote and comment!) and then click on Add a new idea to get your creative juices flowing.
If you'd like to help us refine the features we build based on your ideas and get early access to the new stuff, come participate in our Beta programs too: https://beta.vipre.com/welcome/