Contents
Getting Started............................................................................................................ 1
The Grant Number .......................................................................................................3
Updating Your Software ...............................................................................................3
Product Upgrades ........................................................................................................4
Product Updates...........................................................................................................4
Global Solutions Lab ....................................................................................................8
Notifications................................................................................................................10
Parts Only Service......................................................................................................12
Support Tools ........................................................................................................... 14
Requesting Help.........................................................................................................16
Chat Support ..............................................................................................................17
Phone Support ...........................................................................................................21
Malware Identification.................................................................................................23
Escalation Requirements............................................................................................24
Response Charter..................................................................................................... 24
Severity Definitions.....................................................................................................26
Optional Services ..................................................................................................... 27
Platinum Support........................................................................................................28
Training and Consulting..............................................................................................28
Useful Information.................................................................................................... 29
Feedback....................................................................................................................31
Contact Information ....................................................................................................33
Additional Resources .................................................................................................35
McAfee Inc. © 2007
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Hardware Support v1.4 User Guide