FAQ - ZoneAlarm IMsecure Pro
ZoneAlarm IMsecure Pro FAQs

1.   Why is ZoneAlarm discontinuing its ZoneAlarm® IMsecure product?
2.   How will this affect ZoneAlarm® Internet Security Suite?
3.   Are there security features available through my IM provider?
4.   What do I need to do?
5.   Will I still be able to get help if I need it?

6.   What are my options for customer support?
7.   Will there be updates to the product?
8.   What happens if I encounter a bug?
9.   What other products are available to me from ZoneAlarm?
10. Will there be any changes to the product?
11. What happens if my subscription recently expired or will expire soon?
12. What happens if I purchased the Extended Download, Back-up Disk, or one of the other partner products that ZoneAlarm sells?
13. Support Resources

1. Why is ZoneAlarm discontinuing its ZoneAlarm® IMsecure product?
Since many of the dominant IM services now include or provide access to the key protection features in ZoneAlarm IMsecure, including IM encryption services, IM spam blocking, IM integration with antivirus and spyware scanners, and even the option to disable IM links, the relative need for this product has reduced. Thus, ZoneAlarm is discontinuing its ZoneAlarm IMsecure products and related IM Protection features.

In response to customer demand for more feature-rich security solutions, ZoneAlarm will be introducing new products that provide stronger and more comprehensive Internet protection. ZoneAlarm will continue to provide support for ZoneAlarm IMsecure users that have valid subscriptions until the subscription expires.

ZoneAlarm continually evaluates product offerings to ensure the features and services address current and future customer needs.

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2. How will this affect ZoneAlarm® Internet Security Suite?
With the next major release of ZoneAlarm Internet Security Suite, ZoneAlarm will be discontinuing the IM Protection features of IMsecure. Specifically, the IM Security tab will no longer be available in the Control Center, as well as the IM checkbox in the Identity Protection myVAULT feature.

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3. Are there security features available through my IM provider?
Yes, in past years many of the dominant IM providers have begun to provide their own security features, either directly or through third party partners. Visit your IM provider's website to get the latest information.

In June 2006, Microsoft announced that Windows Live Messenger, the next version of MSN Messenger, offered a range of security features including, protection against spam and spim with highly customizable permission levels, the ability to disable URL links to prevent accidental clicking on links that may pose risk, and tighter integration with antivirus software.

Similarly, AIM includes Advanced Spam Filtering to automatically move junk mail and unwanted mail into your Spam folder. Both the IM Catcher window and the Instant Messenger window include a link to Report IM Spam. Knock-knock messages for people not on your Buddy List, and ScreenName Blocking offer additional anti-spam security.

Starting with version 5.2.3211, AIM allows you to digitally sign and encrypt your chat and file transfers by using a personal digital certificate. To purchase a certificate in AIM 5.2, for example, choose My AIM, Edit Options, Edit Preferences, select Security in the Category list, and click Add. Trillian Basic and Pro have a built-in encryption feature called SecureIM that works with both AIM and ICQ accounts.

Yahoo! Messenger lets you delete or ignore contacts in your messenger list that you no longer want to receive messages from, report IM abuse. In fact, when you select the "Report as Spam", this automatically adds the sender's ID to your Ignore List.

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4. What do I need to do?
As a ZoneAlarm IMsecure Pro customer, you have the following options:

  1. Take advantage of the new security features of your IM provider and their recommended third party partners.
  2. Remain with your current version of ZoneAlarm IMsecure through the duration of your subscription.

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5. Will I still be able to get help if I need it?
Yes, you will still be able to obtain assistance by using our free Instant Support (Web-based Technical Support Agent) that includes Web form support as well as our online community forum.

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6. What are my options for customer support?
You have several options for customer support depending on whether your ZoneAlarm IMsecure Pro subscription is valid.

If you have a valid subscription, you may choose between ZoneAlarm's Instant Support, a free Web-based Technical Support agent that includes Web form support. The Instant Support agent is very knowledgeable and can provide you with expert information without you having to wait for an email response to your request. Instant Support can assist you with questions in these areas:

  • System Issues
  • Product Features
  • Connectivity (Internet or network access with ZoneAlarm running)
  • Installation and License Keys (new installs, updates, and upgrades)
  • Internet and third-party application issues

And when the Instant Support agent is not able to answer your question(s), you will be given the opportunity to contact customer care via a Web form.

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7. Will there be updates to the product?
ZoneAlarm will not be updating ZoneAlarm IMsecure as of September, 14, 2007.

Users with valid subscriptions are also encouraged to upgrade to ZoneAlarm Internet Security Suite.

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8. What happens if I encounter a bug?
ZoneAlarm will not be issuing bug fixes to ZoneAlarm IMsecure unless the bug is known to cause holes or vulnerabilities for all users of ZoneAlarm IMsecure. Reported bugs will be looked into, but only items that would compromise a computer's protection will be investigated. We encourage users to upgrade to ZoneAlarm Internet Security Suite.

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9. What other products are available to me from ZoneAlarm?
ZoneAlarm offers a wide variety of consumer security products. Click here for the full list.

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10. Will I still be able to get help if I need it?
Yes, you will still be able to obtain assistance by using our free Instant Support (Web-based Technical Support Agent) that includes Web form support as well as our online community forum.

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11. What happens if my subscription recently expired or will expire soon?
If your subscription has recently expired (past 30 days), or will be expiring soon (within the next 30 days), you may purchase one of our other products including ZoneAlarm® Internet Security Suite*, ZoneAlarm® Pro, or ZoneAlarm® Antivirus. Please click the "Renew" button (Overview panel|"Product Info") within your product for information on our other products and special pricing for continuing as a ZoneAlarm customer.

*You may take the special offer upgrade to ZoneAlarm Internet Security Suite at a discount for the duration of your subscription. However, once your subscription expires, you will not be eligible for that promotional offer.

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12. What happens if I purchased the Extended Download, Back-up Disk, or one of the other partner products that ZoneAlarm sells?
If you included the Extended Download or Back-up Disk from ZoneAlarm with your ZoneAlarm IMsecure Pro purchase, you may continue to use the product or upgrade to other ZoneAlarm products.

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13. Support Resources
As a ZoneAlarm IMsecure Pro customer, you have the following options:

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