Hardware Support Options - McAfee HARDWARE 1.4 User Manual

Hardware Support Options

Option Requirement
Urgent onsite problem
resolution: Parts, labor and
Onsite Repair - Same
service provided onsite
Business Day 7x24
upon diagnosis, typically
with same day response.
Urgent onsite problem
resolution: Parts and labor
Onsite Repair - Same and service provided
Business Day 5x10 onsite upon diagnosis,
typically with same
business day response.
Provides onsite problem
resolution: Parts and labor
Onsite Repair - Next provided onsite upon
Business Day diagnosis, typically with
next business day
response time.
Parts-only coverage
(EMEA-only labor costs
included)
Parts-Only Service
Customer provides for
(Where Onsite-Service
Local Authorized Service
is Unavailable)
arrangements
Variable response time
given a number of factors
For rapid repair or
Advanced
replacement of hardware --
Replacement RMA -
replacement units and
Same Business Day
components are sent
Ship
airfreight overnight
For timely replacement of
Advanced
hardware – Advanced
Replacement RMA –
Replacement units and
Five (5) Business
components are sent
Day Ship
standard ground delivery
Designed for organizations
IntruShield Spares whose high availability
Service and needs exceed RMA Same
Purchase Options Business Day Ship service
option
McAfee Inc. © 2007
Contact McAfee Technical Support for diagnosis.
If diagnosis determines a hardware fault, a McAfee service technician arrives at your
location typically within four hours upon diagnosis.
All parts, labor and service included.
Contact McAfee Technical Support for diagnosis.
If diagnosis determines a hardware fault, a service technician will be scheduled to arrive at
your location the same business day; if after 1 p.m. local time,
the service call may be scheduled for the next business day.
Service availability is Monday through Friday during local business, excluding weekends
and local national public holidays.
All parts, labor and service included.
Contact McAfee Technical Support for diagnosis.
If diagnosis determines a hardware fault, a service technician will be scheduled to arrive at
your location the next business day; if after 3 p.m. local time,
the service call will be scheduled within the next two business days.
Service availability is Monday to Friday during local business hours before 3 p.m. local time,
excluding weekends and local national public holidays.
All parts, labor and service included.
Contact McAfee Technical Support for diagnosis.
If diagnosis determines a hardware fault, we will advise you of local authorized service
providers who can assist you with service arrangements as needed for part replacement.
If helpful, McAfee Technical Support will be happy to assist you in liaising with your local
support provider.
Parts only costs are included.
(EMEA-only: labor costs also included.)
Contact McAfee Technical Support for diagnosis.
If diagnosis determines a hardware fault, McAfee will ship a replacement unit or part for
customer installation the same day using airfreight overnight shipping. Diagnosis received
after 3 p.m. local Support Shipping Center times are considered as having been
received the following business day. Delivery restrictions apply.
Removal of the failed product and replacement installation is your responsibility.
Replacement packaging will include instructions to return the failed product using the same
carton that contains the replacement.
McAfee pays all shipping.
Contact McAfee Technical Support for diagnosis.
If diagnosis determines a hardware fault, McAfee will ship an advanced replacement unit
or part for customer installation within 5 days using standard ground freight shipping.
Calls received after 3 p.m. local Support Shipping Center times are considered as
having been received the following business day. Delivery restrictions apply.
Removal of the failed product and replacement installation is your responsibility.
Replacement packaging will include instructions to return the failed product using the
same carton that contains the replacement.
McAfee pays all shipping.
Call McAfee Technical Support for diagnosis.
If the sensor is defective, immediately replace the sensor with the onsite Spare.
The spare may not be used for production, testing, failover or load balancing.
You will receive a RMA Same Day Shipping replacement Spare to replace the defective
sensor.
The Spares Service must be renewed annually.
The Spare assumes the Technical Support entitlements of the defective sensor.
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Hardware Support v1.4 User Guide