Who U.S. Consumers Contact for Security Problems

This IDC study discusses security problems that require external support services. As broadband connectivity has increased, so have threats of malware and viruses. As a result, the consumer need for security services has grown. Further, consumers now have a wider range of options for who to turn to for services. In addition to contacting the PC or device manufacturer, consumers also turn to ISPs, retail chains of independent services providers.

"Consumers still tend to contact the device manufacturer first for security problems, however, other methods of receiving support are becoming more popular," says Matt Healey, research manager for IDC's Software and Hardware Support Services Program. "Security product vendors need to be aware of these new support providers because they represent an emerging channel for the products."