I assume this is software wrongly identified by the antivirus as malware or is it website being mislabelled by SiteAdvisor? Are you submitting samples as per: http://vil.nai.com/vil/submit-sample.aspx ?
Have you any case numbers and where are you calling as I'm not sure this is the right place for support in this instance?
Correct, this is software being improperly identified as malware. I have not submitted samples, but I have emailed the link on the "http://vil.nai.com/vil/submit-sample.aspx " page. I am willing to share our case notes if I receive a response.
I have opened a case with the automated system on " https://service.mcafee.com/UserInfo.aspx?lc=1033&sg=CS&pt=1&st=EMAIL " and only had the automated system send me a case number. This was several months ago.
*I also agree this is not the place for this to be resolved.
The fastest way usually is to send samples zipped and password-protected to email@example.com as per the instructions on that page.
I can't do anything with the case notes but should a staff member drop by, which may happen, then they may ask for them.