Escalation Requirements; Response Charter - McAfee HARDWARE 1.4 User Manual

Escalation Requirements

In the event that your Service Request needs to be escalated within McAfee Technical
Support, a Minimum Escalation Tool will need to be used to gather the required log files for
escalation. The Support technician may also need to gather further details on your
installation.
Minimum Escalation Tools are updated regularly. To ensure that the latest copy is used,
download a new version every time an escalation is required. Minimum Escalation Tools can
be found at the following location:
http://knowledge.mcafee.com/SupportSite/dynamickc.do?externalId=NAI33333&sliceId=SAL_Public&command=sho
w&forward=nonthreadedKC&kcId=NAI33333

Response Charter

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.
If a technician is unable to resolve an issue then the case will be escalated to Tier 2 where
product specialists will then take ownership of the Service Request. The time before a case
is escalated to the next tier is dependant on severity and impact to the customers business.
If the Product experts in Tier 2 are unable to resolve the Service Request then the case is
further escalated into Tier 3, which then works directly with engineering to resolve the issue.
McAfee Inc. © 2007
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Hardware Support v1.4 User Guide