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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Gold Support Handbook
Welcome to McAfee Gold Technical Support
McAfee® Gold Technical Support options help you make the most of your investment in McAfee security products. We
want you to get the most from your products throughout their life. Gold Technical Support provides you with trained and
certified security professionals who can direct you to the right information, tools, and programs. Our goal as the world’s
largest dedicated security company is to address potential issues quickly and efficiently help you combat today’s
threats so you can focus on the demands of your business.
You also get access to a variety of other services that are valuable throughout the life of your products:
NOTE: Not all services are available for all products.
Product updates/upgrades
Stay secure with the latest ve rsions of your products – included with Gold Technic al Support
•
Protection from the latest threats with daily updates of anti-virus signature files
•
New update notifications through the Support Notification Service
•
Online services
Online KnowledgeBase for easy access to solutions
•
McAfee Virtual Technician to resolve many common issues automatically
•
Chat and web support for opening and monitoring cases
•
Online documentation and FAQs for each product
•
Video tutorials showing produc t demonstrations and configuration walkthroughs
•
Notification of changes in open support service requests
•
Telephone access to skilled technicians
Support that is available 24/7, whenever a problem or outbreak may occur
•
Unlimited number of calls to McAfee Technical Support
•
Regular updates on the status of open cases
•
Support technicians who are ce rtified with high-skill security qualifications
•
Remote debugging and re-configuration tools for rapid fault resolution
•
Support in 13 languages
•
Product evaluations
Online McAfee Global Solutions Lab to test upgrades, new products, and new configurations
•
Free trials of new products available for download
•
New feature requests for enhancements to products
•
Outbreak analysis and alerts
Submit spam or virus samples for analysis
•
New threat notification
•
Support Terms and Conditions
For information on McAfee’s Support Terms and Conditions, see:
http://www.mcafee.com/us/support/support_terms_n_conditions.html
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