Table Of Contents - McAfee 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 ............................................................................................................................................ 8
Keeping Your Products Current .................................................................................................................... 9
Download Software Updates ..................................................................................................................................... 9
Activations ................................................................................................................................................................. 9
Hardware Updates and Support ................................................................................................................................ 9
Support Notification Service ....................................................................................................................................... 9
Global Solutions Lab ................................................................................................................................................ 10
End of Life Policy ..................................................................................................................................................... 10
Security and Malware Resources ............................................................................................................... 11
Malware Analysis ..................................................................................................................................................... 11
Threat Center Resources and Notifications ............................................................................................................. 12
TrustedSource.org ................................................................................................................................................... 12
Premium Support Offerings ......................................................................................................................... 13
Gold Select .............................................................................................................................................................. 13
Platinum ................................................................................................................................................................... 13
Platinum Select ........................................................................................................................................................ 13
Platinum Select Plus ................................................................................................................................................ 13
Other Support Offerings .............................................................................................................................. 13
Maximum Access ..................................................................................................................................................... 14
Professional Services .............................................................................................................................................. 14
Feedback on This Document ...................................................................................................................... 15
Gold Support Handbook
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