McAfee DR SOLOMON S ANTI-VIRUS 8.5 Administrator's Manual page 203

Table E-1. Corporate PrimeSupport Plans at a Glance
Plan Knowledge
Feature Center
Technical Yes
support via
website
Software Yes
updates
Technical —
support via
telephone
Priority call —
handling
After-hours —
support
Assigned —
support
engineer
Proactive —
support
Designated —
contacts
Response E-mail within
charter one business
day
The PrimeSupport options described in the rest of this chapter are available
only in North America. To find out more about PrimeSupport, Training and
Consultancy options available outside North America, contact your regional
sales office. Contact information appears near the front of this guide.
Connect
Yes
Yes
Monday–Friday
North America:
8 a.m.–8 p.m. CT
Europe, Middle East,
Africa:
9am-6pm local time
Asia-Pacific:
8 a.m.-6 p.m. AEST
Latin America:
9 a.m.-5 p.m. CT
—
—
—
—
—
Calls answered in 3
minutes, response in
one business day
Network Associates Support Services
Priority
Yes
Yes
Monday–Friday, after
hours emergency
access
North America:
8 a.m.–8 p.m. CT
Europe, Middle East,
Africa:
9am-6pm local time
Asia-Pacific:
8 a.m.-6 p.m. AEST
Latin America:
9 a.m.-5 p.m. CT
Yes
Yes
—
—
—
Within 1 hour for
urgent issues after
business hours
Administrator's Guide
Enterprise
Yes
Yes
Monday–Friday, after
hours emergency
access
North America:
8 a.m.–8 p.m. CT
Europe, Middle East,
Africa:
9am-6pm local time
Asia-Pacific:
8 am-6 p.m. AEST
Latin America:
9 a.m.-5 p.m. CT
Yes
Yes
Yes
Yes
At least 5
After hours pager: 30
minutes
Voicemail: 1 hour
E-mail: 4 hours
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