Mcafee GOLD Support Handbook

McAfee Gold Support Handbook

hardware and software updates and upgrades, online tutorials and

McAfee Gold Technical Support gives you rapid access to our experienced
and highly skilled IT security support staff. Around-the-clock, live telephone
support delivers emergency product and security assistance when you need
it most. Along with access to McAfee’s award-winning Technical Support
ServicePortal, you receive 24/7/365 access to McAfee’s certified technicians
via phone and chat, online case creation and management, unlimited

installation guides, and access to our innovative evaluation environments
using the McAfee Global Solutions Lab (GSL).

Gold Support Handbook

Welcome to McAfee Gold Technical Support ............................................................................................... 3

Getting Support

Grant Number ............................................................................................................................................................ 4

Online Self-Help

Assisted Support ........................................................................................................................................................ 5

Response Charter ......................................................................................................................................... 7

Severity definitions ..................................................................................................................................................... 7

Escalation and response times
Escalation requirements

Keeping Your Products Curr ent .................................................................................................................... 9

Download Software Updates ..................................................................................................................................... 9

Activations ................................................................................................................................................................. 9

Hardware Updates and Support
Support Notification Service
Global Solutions Lab
End of Life Policy

Security and Malware Resourc es ............................................................................................................... 11

Malware Analysis ..................................................................................................................................................... 11

Threat Center Resources and Notifications
TrustedSource.org

Premium Support Offerings ......................................................................................................................... 13

Gold Select .............................................................................................................................................................. 13

Platinum

Platinum Select ........................................................................................................................................................ 13

Platinum Select Plus

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Other Support Offerings .............................................................................................................................. 13

Maximum Access ..................................................................................................................................................... 14

Professional Services

Feedback on This Document ...................................................................................................................... 15

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