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McAfee Gold Support Handbook
McAfee Gold Technical Support gives you rapid access to our experienced
and highly skilled IT security support staff. Around-the-clock, live telephone
support delivers emergency product and security assistance when you need
it most. Along with access to McAfee's award-winning Technical Support
ServicePortal, you receive 24/7/365 access to McAfee's certified technicians
via phone and chat, online case creation and management, unlimited
hardware and software updates and upgrades, online tutorials and
installation guides, and access to our innovative evaluation environments
using the McAfee Global Solutions Lab (GSL).
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Table of Contents
Related Manuals for McAfee GOLD - SUPPORT
Summary of Contents for McAfee GOLD - SUPPORT
- Page 1 McAfee Gold Support Handbook McAfee Gold Technical Support gives you rapid access to our experienced and highly skilled IT security support staff. Around-the-clock, live telephone support delivers emergency product and security assistance when you need it most. Along with access to McAfee’s award-winning Technical Support ServicePortal, you receive 24/7/365 access to McAfee’s certified technicians...
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Page 2: Table Of Contents
Gold Support Handbook Welcome to McAfee Gold Technical Support ....................3 Getting Support ............................. 4 Grant Number ................................4 Online Self-Help ................................. 4 Assisted Support ................................ 5 Response Charter ............................7 Severity definitions ..............................7 Escalation and response times ..........................8 Escalation requirements ............................ -
Page 3: Welcome To Mcafee Gold Technical Support
Welcome to McAfee Gold Technical Support McAfee® Gold Technical Support options help you make the most of your investment in McAfee security products. We want you to get the most from your products throughout their life. Gold Technical Support provides you with trained and certified security professionals who can direct you to the right information, tools, and programs. -
Page 4: Getting Support
Grant Number Your McAfee Gold Technical Support Grant Number is your proof of a valid support contract. Keep it in a safe place. If you lose your Grant Number, it may take significantly longer to submit a support call or access online content. -
Page 5: Assisted Support
. The information in the survey is confidential and is used only for improvements in the service that McAfee provides and to ensure that you are satisfied with the service you received. Survey information is not shared with any entity outside of McAfee. - Page 6 Chat Support and Remote Assistance One of McAfee’s innovations in security support is providing live online chat with technicians. You can use chat to check the status of existing cases or work with a technician for interactive problem solving. Presently, chat support is offered in English only and is not available for all products.
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Page 7: Response Charter
Severity definitions McAfee defines the “severity” of an issue based on how it impacts your ability to conduct business. A severity code is associated with all service requests, failures, and enhancement requests to indicate the impact and the urgency of the request. -
Page 8: Escalation And Response Times
Escalation requirements In the event that your service request needs to be escalated within McAfee Technical Support, you will be asked to run the Minimum Escalation Requirements (MER) tool to gather the required log files for escalation. The support technician may also request further files or details on your installation. -
Page 9: Keeping Your Products Current
DAT notices, and critical alerts that may require immediate attention. This information can help you get the most out of your McAfee security investment — and help you avoid problems by keeping you up to date. -
Page 10: Global Solutions Lab
Customer demand for the product is low and supporting it is not an effective use of development resources. McAfee product management establishes product end of life to clearly outline the level of support a product will receive as it moves through its life cycle. We aim to set expectations and keep you informed about the level of support you can expect to receive. -
Page 11: Security And Malware Resources
Gold Support Handbook Security and Malware Resources McAfee offers a wide variety of resources and tools to help you understand and combat threats to your networks and desktops. Understanding DAT Files Many McAfee products require definition files, or DATs. The DATs contain the information that the anti-malware engine requires to properly detect threats and clean infections. -
Page 12: Threat Center Resources And Notifications
Gold Support Handbook Threat Center Resources and Notifications The McAfee Threat Center contains a comprehensive list of top vulnerabilities and threats. It also contains links to ® useful tools for virus removal and McAfee Foundstone tools that can simulate a vulnerable site to highlight common weaknesses. -
Page 13: Premium Support Offerings
Other Support Offerings McAfee also offers many other services to meet the needs of your business. From direct access to our malware researchers to assistance with implementing your new security solutions, McAfee will work with you to ensure your... -
Page 14: Maximum Access
You gain dedicated access to a specified number of hours of a McAfee Labs researcher’s time each quarter. Additional hours in a quarter are available at an hourly rate. This expert will be your direct pipeline to McAfee Labs threat research and expertise. -
Page 15: Feedback On This Document
Gold Support Handbook http://www.mcafee.com/us/enterprise/services/professional_service Feedback on This Document If you would like to see additional information included in this guide or you discover any errors, please contact us at customer_feedback@mcafee.com. We welcome your feedback!