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Table of Contents
Summary of Contents for McAfee HARDWARE 1.4
- Page 1 McAfee Hardware Technical Support User Guide Version 1.4...
- Page 2 VIRUS DEFENSE, VIREX, VIRUS FORUM, VIRUSCAN, VIRUSSCAN, VIRUSSCAN (AND IN KATAKANA), WEBSCAN, WEBSHIELD, WEBSHIELD (AND IN KATAKANA) are registered trademarks or trademarks of McAfee, Inc. and/or its affiliates in the US and/or other countries. The color red in connection with security is distinctive of McAfee brand products. All other registered and unregistered trademarks herein are the sole property of their respective owners.
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Page 3: Table Of Contents
Advanced Replacement RMA – Same Business Day Ship Hardware Support ..11 Advanced Replacement RMA – Five (5) Business Day Ship Hardware Support ..11 McAfee Onsite - Next Business Day Hardware Support ..........11 McAfee Onsite - Same Business Day 7x24 Hardware Support........12 McAfee Onsite - Same Business Day 5x10 Hardware Support........12... -
Page 4: Welcome To Mcafee Hardware Support
McAfee’s products. They provide you with the technical support necessary to ensure the McAfee solution is installed and working properly, plus a variety of other services that are valuable throughout the life of the product. If you are interested in training or consultation, please contact your local sales representative for information on our Solutions Services. -
Page 5: Hardware Support Options
Parts-Only Service Customer provides for If helpful, McAfee Technical Support will be happy to assist you in liaising with your local (Where Onsite-Service Local Authorized Service support provider. -
Page 6: The Grant Number
- Parts Only service offered only where Onsite service is unavailable and country restrictions may apply. Labor is included in EMEA only. The Grant Number Your McAfee Technical Support Grant Number is your proof of a valid support contract and should be kept in a safe place. Loss of your grant number will significantly increase the time it takes to submit a support call or access online content from the McAfee website. -
Page 7: Maximizing Your Security
As part of McAfee’s commitment to minimizing the threat of attack to its customers, the Avert labs produce daily updates covering the latest virus outbreaks. With widespread outbreaks, emergency .DAT files created and posted to provide rapid protection from these threats. - Page 8 Avert website), then an extra DAT will be generated to rapidly protect customers from the threat. This file will also just contain the DAT and no engine files. http://www.mcafee.com/us/threat_center/outbreaks/virus_library/risk_assessment.html McAfee Inc. © 2007 Hardware Support v1.4 User Guide Page 5...
- Page 9 Once a user logs in the ServicePortal, on the main page, click the link for “Download Software Updates” to see the list of product patches and a link to the other Product Updates. McAfee Inc. © 2007 Hardware Support v1.4 User Guide...
- Page 10 If a user does not log into the ServicePortal, none of the available product patches are visible, and users will be directed to the general Product Downloads area where they can access general Product Updates and Product Upgrades. McAfee Inc. © 2007 Hardware Support v1.4 User Guide Page 7...
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Page 11: Global Solutions Lab
The Global Solutions Lab provides customers with hands-on access to real environments containing McAfee’s products at the click of a mouse. The Global Solutions Lab provides the perfect sandbox to try out new functionality and to evaluate the upgrade process from one version of product to the next. - Page 12 Product databases are also populated with real world data for scalability and reporting purposes. Troubleshooting Environments These environments are linked to McAfee KnowledgeBase articles and contain common issues that customers may experience. The environments replicate the specific issue and the KnowledgeBase article provides a step-by-step remedy to the issue.
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Page 13: Notifications
Notifications As a McAfee customer, you can receive the benefits of the 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, so that you can stay ahead of the latest threats and respond quickly to emergencies. -
Page 14: Hardware Support Descriptions
(i) if McAfee confirms a Hardware Defect before 3:00pm local McAfee Technical Support Ship center time, then on the same Business Day McAfee will ship (using Next Day air shipping at McAfee’s expense) replacement Hardware, of like or better quality, to the location of the defective Hardware, subject to carrier schedules and customs. -
Page 15: Mcafee Onsite - Same Business Day 7X24 Hardware Support
Hardware within 4 hours. If McAfee confirms a Hardware Defect after 1:00 PM local time, then the service call will be scheduled for the next business day, (ii) A McAfee authorized Service Technician will use commercially reasonable efforts to arrive at the... -
Page 16: Updating Location Of Hardware
Updating Location of Hardware Customer is entitled to update the location of their hardware, and retain rights to hardware support at the level purchased*. McAfee requires that customer provide updated location information for hardware immediately upon its removal. * Subject to the same level of service being available in the new location. Please contact McAfee or your reseller for specific advice. -
Page 17: Support Tools
Technician asks if you would like it to repairing the problem. Included within the McAfee Virtual Technician is the Am I Up-To-Date? Tool that checks to see if the latest version of the product is installed, and if one is protected against the latest threats. -
Page 18: Searching The Knowledgebase
Popular. Simple Search The simple search is a quick way to search for information held within the McAfee KnowledgeBase, to help resolve issues or provide additional information about a specific product. Two drop-down menus are available to refine the search. -
Page 19: Requesting Help
Requesting Help McAfee offers three (3) main mechanisms for requesting help on technical issues Chat Support (With remote assistance) ServicePortal submission... -
Page 20: Chat Support
Quick and easy feedback on status updates Interactive problem solving One of McAfee’s key innovations in Security support is providing live online chat to technicians. Not only can the status and follow-up on existing cases be made, but also it is an excellent way to submit a new Service Request. - Page 21 This can operate in two modes; the first just enables the technician to view your screen and they can then talk you through the setup they require. The second mode gives the McAfee engineer control to move your mouse and type commands as if they were carried out from your computer.
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Page 22: Serviceportal Service Request Submission
Interactive Support: Manage Service Requests on the lower portion of the page. Once selected, it is possible to create a new Service Request, check on Open Service Requests you have submitted, and review the Services Requests associated with your company. McAfee Inc. © 2007 Hardware Support v1.4 User Guide Page 19... - Page 23 Review these KnowledgeBase articles to see if there is an immediate answer to you inquiry. If one of the articles addresses the Service Request, click “Self Resolved” to close the case. If none of the articles is helpful, click “Submit” to send the Service Request on to the McAfee Technical Support Team.
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Page 24: Phone Support
Swedish Thai McAfee Technical Support is provided through four (4) support centers that use a “follow the sun” methodology so that one support center is always available to help, regardless of the day or night. Phone calls are dynamically redirected to the correct support center so you only need to remember your local toll-free number. - Page 25 Updates are visible in the Updates Section, and you can add information that may help McAfee resolve your issue. You can also upload attachments such as log files and network diagrams in the Attachments Section of the Service Request.
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Page 26: 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, a sample can be submitted for analysis by McAfee’s Avert response team at the following URL: http://vil.nai.com/vil/submit-sample.aspx... -
Page 27: Escalation Requirements
Gold Support comprises of three Tiers of support. All cases are initially handled in Tier 1 by a skilled technician who has been trained on McAfee’s products and has at least one industry certification. Every attempt is made by the technician to resolve an issue on the same call or the same day. -
Page 28: Escalation And Response Charter
The McAfee response charter also provides an increase in the severity level if a case has been open for an excessive length of time to ensure maximum effort is applied to solving outstanding issues. -
Page 29: Severity Definitions
Symptoms only affect a few machines Functionality loss has easy work around Severity 5 - Request for Information or FMR (Feature Modification Request) Requests for further information Modification requests to products McAfee Inc. © 2007 Hardware Support v1.4 User Guide Page 26... -
Page 30: Optional Services
Optional Services McAfee Security Alerting Service (MSAS) McAfee monitors and assesses threats of all sorts, and categorizes them by risk and severity. When a threat is determined, McAfee generates a notification message that can be distributed to every subscriber of MSAS in as little as 30 minutes, including all the communication methods selected by the subscriber. -
Page 31: Platinum Support
Training and Consulting In addition to our Technical Support Services, McAfee offer comprehensive Professional Services around the globe. The goal of McAfee's Professional Services organization is to ensure, via delivery of consulting and education services, that our customers derive maximum benefits and ROI from the successful and efficient deployment of our technology. -
Page 32: Useful Information
McAfee Product Management establishes product End of Life to outline clearly the level of support a product will receive as it moves through its life cycle: to set expectations and communicate with customers the level of support they can expect to receive. - Page 33 DAT and signature files, and scan engine [where applicable], be deployed These elements are introduced by McAfee to add features and resolve issues. If any element is not at a current version, then the total product configuration may not be supported.
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Page 34: Feedback
The information in this survey is completely confidential and will not be passed on to any company outside of McAfee. This information will allow us to improve the service we offer while at the same time act as a safeguard to ensure that you are happy with the service that you receive. - Page 35 McAfee stores a recording of the data entry as it is entered into our system including keystrokes / mouse positions and synchronizes this with the recorded voice or chat call. This information is used to provide feedback to our engineers on best practices and examples of best of practice.
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Page 36: Contact Information
Contact Information Please check the McAfee website for the latest Technical Support telephone numbers. http://www.mcafee.com/us/about/contact/index.html Europe, Middle East, Africa Gold Technical Support Customer Services Country Toll Free Toll Share Toll Free Austria 00 800 6247 7463 0810 818 849 Belgium... - Page 37 Trinidad, 1-800-201-3417 Tobago Venezuela 0 800 100 2603 Japan Gold Technical Support & Customer Services Country Toll Free 81 (0)3 5428 1620 (9:00AM to 9:00PM Monday through Friday) Japan McAfee Inc. © 2007 Hardware Support v1.4 User Guide Page 34...
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Page 38: Additional Resources
Online Services Information To learn more about Online Services, please visit the McAfee ServicePortal at: http://mysupport.mcafee.com/eservice_enu/ McAfee Technical Support Terms & Conditions For a complete description of the McAfee Technical Support Terms & Conditions, please visit: http://www.mcafee.com/common/media/mcafeeb2b/support/terms.asp End of Life Policy http://www.mcafee.com/common/media/mcafeeb2b/support/terms/Support_Policy-Product_Support_EOL.pdf McAfee Inc.