Phone Support; Tracking Service Requests - McAfee HARDWARE 1.4 User Manual

Phone Support

Included in your Gold Support contract is unlimited telephone access to technical support 24
hours a day 365 days a year. This service is provided in 14 different languages (during
business hours, English at other times).
Languages supported
Cantonese
Dutch
English
Finnish
French (European & Canadian)
German
Italian
Japanese
Korean
Mandarin
Portuguese (Latin American)
Spanish (European)
Spanish (Latin American)
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.
Toll-free numbers (where available) can be found in Contact Information section of this
document, or online at the following address:
http://www.mcafee.com/us/about/contact/index.html
On opening a new Service Request, you will verbally be given an SR number that will allow
you to track the status of your issue either from the ServicePortal, chat or by phone. Please
keep a note of this Service Request number, as it will significantly speed up our ability to
respond to any future queries you have regarding that issue.

Tracking Service Requests

Online Tracking
The status of new Service Requests and previous case histories can be tracked online from
the ServicePortal. Once logged on, select Interactive Support: Manage Service Requests on
the lower portion of the page. The link for "Check My Open Service Requests" will list all of
the cases that the user has logged which are currently open and active with McAfee
Technical Support.
McAfee Inc. © 2007
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Hardware Support v1.4 User Guide