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Related Manuals for McAfee GOLD 1.0
Summary of Contents for McAfee GOLD 1.0
- Page 1 Protect what you value. McAfee Gold Technical Support Handbook Version 1.0...
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Page 2: Table Of Contents
Welcome to McAfee Gold Technical Support ........ -
Page 3: Welcome To Mcafee Gold Technical Support
Gold Technical Support options help you make the most of your investment in McAfee security products on a ® global scale. Gold Technical Support provides you with support solutions and options that are in line with the McAfee security risk management framework. You’ll receive global technical support to help you install your McAfee solutions and ensure that they’re working properly, so that all of your locations worldwide stay protected. -
Page 4: Getting Started
The Grant Number Your McAfee Gold Technical Support Grant Number is your proof of a valid support contract and should be kept in a safe place. If you lose your Grant Number, it may take significantly longer to submit a support call or access online content from the McAfee web site. - Page 5 Labs is the top-ranked anti-virus research center in the world, and employs researchers in 16 countries. The ® primary responsibility of Avert Labs is to support the computing public and McAfee customers. We help users work securely by researching new threats and proactively identifying threats that may arise in the future.
- Page 6 McAfee Gold Technical Support www.mcafee.com Patches and maintenance releases Product patches and maintenance releases are available only after you have logged into the McAfee ServicePortal at https:// mysupport.mcafee.com/eservice_enu/start.swe. Once you are logged into the ServicePortal, click the Download Software Updates link on the main page to see the list of product patches and a link to other product updates.
- Page 7 Notifications As a McAfee customer, you can receive the benefits of McAfee Avert Labs to help you maintain the highest possible level of security. McAfee Avert Labs has over 100 dedicated researchers in 14 countries to continuously monitor the latest threats and provide remediation, helping you stay ahead of the latest threats and respond quickly to emergencies.
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Page 8: Tools And Resources
Tools and Resources McAfee provides a wide range of tools and resources to ensure that your problems will be resolved as quickly as possible. These tools include automated applications that check to make sure that your products have been installed correctly, as well as access to a skilled technician any time of the day or night as needed. - Page 9 The KnowledgeBase articles themselves provide text-based, video, and real environments within the Global Solutions Lab. Technical Support Selecting the Technical Support option provides full access to all McAfee support solutions and tools to resolve issues as quickly as possible.
- Page 10 Self-healing One of the quickest ways to resolve a technical problem is to use the McAfee Virtual Technician (MVT). This is a web-based automated tool designed to determine if your McAfee products are installed, updated, and working correctly. An easy-to- follow interface allows for a seamless experience.
- Page 11 McAfee Gold Technical Support www.mcafee.com Interactive support If our self-support options are unsuccessful at resolving your issue, you can submit a service request, or you can view previously logged requests to monitor resolution progress and history. Features of the system allow you to: •...
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Page 12: Support Tools
Registering New users should quickly register using their email address at http://mcafeegsl.netexam.com/registration.asp. Once you have registered and logged in, you will gain access to a full range of McAfee products and environments, depending on your needs. Deployment Assistance Program To aid customers and McAfee partners in the limited installation and evaluation of new appliances, McAfee offers the Deployment Assistance Program (DAP). -
Page 13: Getting Help
A McAfee Product Specialist is assigned to remotely support you and your organization. The assigned specialist is selected from our highly skilled and certified team based on their product expertise. You can rest assured you are dealing with a product expert. - Page 14 McAfee Gold Technical Support www.mcafee.com Included within the MVT is the Am I Up-To-Date? Tool, which checks to see if the latest version of the product is installed and if you are protected against the latest threats. The MVT is presently available in English, Spanish, German, French, and Japanese.
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Page 15: Requesting Technical Help
If it is acceptable to your organization’s security policy, McAfee engineers have the ability to share your screen to enable us... - Page 16 To create a new service request, complete all of the required fields by entering the issue details. The more information provided, the better McAfee Technical Support will be able to assist in finding a solution. Phone support Included in your Gold Technical Support contract is telephone access to technical support 24 hours a day, 365 days a year.
- Page 17 Interactive Support: Manage Service Requests on the lower portion of the page. The Check My Open Service Requests link will list all of the cases that you have logged with McAfee Technical Support that are currently open and active.
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Page 18: Malware Identification
Submitting virus samples If you believe that your computers have been infected with a virus but the virus is not being detected by a McAfee product, you can submit a sample for analysis by McAfee’s Avert Labs response team at http://vil.nai.com/vil/submit-sample.aspx. -
Page 19: Response Charter
If tier resources have been exhausted or the issue is assigned a high-impact level, it is escalated to successive tiers as needed for resolution. Each tier in the McAfee support organization will use all available resources to resolve the customer issue. - Page 20 The information that will be obtained by the MERTool will include an MSD report (or other O/S equivalent), event logs, McAfee registry keys, McAfee log files, and current McAfee EXE files. (This is just a basic range of the types of files that will be obtained.) Once obtained, the tool will create a TGZ (compressed) file, which can then be sent to our technician to...
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Page 21: Customer Satisfaction
Service request closure survey Every time a service request is submitted to McAfee, we will track this issue. When the service request is resolved to your satisfaction, we will ask an independent third-party research company (Walker Information, Inc.) to send you a survey to complete. - Page 22 Our McAfee Platinum Select Technical Support offering provides the benefits of Platinum Technical Support, on a global scale, for all of your McAfee solutions. With SAMs assigned to support your business worldwide, in locations suitable to you, we provide you with coordinated account management, solutions-planning assistance, proactive advice, and direct...
- Page 23 McAfee Security Alerting Service (MSAS) McAfee Security Alerting Service (MSAS) is a proactive alerting tool that notifies you of viruses and vulnerabilities as they arise, as well as product patches or upgrades as they become available. As a new threat assessment arises, or as a new improvement is made to an existing McAfee solution, MSAS sends timely and active intelligence to the right person or people—on the communications device(s) of their choice.
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Page 24: Additional Gold Technical Support Contact Information
McAfee Gold Technical Support www.mcafee.com Additional Gold Technical Support Contact Information Please check the McAfee web site at http://www.mcafee.com/us/about/contact/index.html for the latest Technical Support telephone numbers. Europe, Middle East, Africa Country Technical Support Customer Services Toll Free Toll Share Toll Free... - Page 25 McAfee Gold Technical Support www.mcafee.com Latin America Country Technical Support and Customer Services Toll Free Argentina 0 800 666 0049 Aruba 800 8870 (ask Sprint for 866 804 8783) Bahamas 866 884 9788 Barbados 866 884 9815 Bermuda 866 884 9817...
- Page 26 McAfee related products contained herein are registered trademarks or trademarks 3965 Freedom Circle of McAfee, Inc., and/or its affiliates in the US and/or other countries. McAfee Red in connection with Santa Clara, CA 95054 security is distinctive of McAfee brand products. Any other non-McAfee related products, registered 888.847.8766...