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- All onsite services require a keyboard and monitor availability at point of service.
- Onsite Same Day and Onsite Same Business Day services are subject to country availability; distance restrictions may also apply.
Please confirm availability with your local McAfee or Partner Representative.
- 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.
If you have non-technical questions regarding your contract, these can be answered by
contacting Customer Service, or reviewing the Most Common Customer Issues located at the
following URL:
http://www.mcafee.com/us/enterprise/support/index.html
Engaging Hardware Support
1. Call or email McAfee Technical Support
2. Give us your Grant and Hardware Serial Numbers
3. McAfee Technical Support will guide you through a diagnosis
(We may ask to log on to your unit for a remote diagnosis.)
4. If we are unable to resolve the problem, we will schedule onsite service or ship a
replacement unit or component, depending on the Hardware Support option you
purchased
Updating Your Software
As part of the Technical Support contract, customers are entitled to the latest software
versions of your McAfee products. Those products should be upgraded as quickly as
possible to ensure that systems have the maximum level of protection. For anti-virus
products, it is also necessary to download the latest .DAT virus signature files. Information
about updating and upgrading your software can be found in the Product Upgrades and
Product Updates section of this document.
Please ensure that the number of nodes covered by the grant number correctly matches the
number of nodes on which you are deploying the software, as failing to do this could result in
a violation of your McAfee contract.
McAfee Inc. © 2007
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Hardware Support v1.4 User Guide
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