Ordering A Corporate Primesupport Plan - McAfee DR SOLOMON S ANTI-VIRUS 8.5 Administrator's Manual

Network Associates Support Services
By calling in advance, your PrimeSupport Enterprise representative can help
to prevent problems before they occur. If, however, an emergency arises, the
PrimeSupport Enterprise plan gives you a committed response time that
assures you that help is on the way. You may purchase the PrimeSupport
Enterprise plan on an annual basis when you purchase a Network Associates
product, either with a subscription license or a one-year license.
With the PrimeSupport Enterprise plan, you get:
• Unlimited, toll-free telephone access to an assigned technical support
engineer on a 24-hour-per-day, seven-day-per-week basis, including
during weekends and local holidays.
• Proactive support contacts from your assigned support engineer via
telephone or e-mail, at intervals you designate
• Committed response times from your support engineer, who will respond
to pages within half an hour, to voice mail within one hour, and to e-mail
within four hours
• Assignable customer contacts, which allow you to designate five people in
your organization who your support engineer can contact in your absence
• Optional beta site status, which gives you access to the absolute latest
Network Associates products and technology
• Unrestricted, 24-hour-per-day online access to technical solutions from a
searchable knowledge base within the
• Electronic incident and query submission
• Technical documents, including user's guides, FAQ lists, and release notes
• Online data file updates and product upgrades

Ordering a corporate PrimeSupport plan

To order any PrimeSupport plan, contact your sales representative, or
• In North America, call Network Associates at (972) 308-9960, Monday
through Friday from 8:00 a.m. to 7:00 p.m. Central time. Press 3 on your
telephone keypad for sales assistance.
• In Europe, the Middle East, and Africa, contact your local Network
Associates office. Contact information appears near the front of this guide.
202 Dr Solomon's Anti-Virus
NOTE: The availability of toll-free telephone support varies by
region and is not available in some parts of Europe, the Middle East,
Africa, and Latin America.
Network Associates website