McAfee GOLD - SUPPORT User Manual

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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Gold Support Handbook
Getting Support
McAfee provides a wide range of tools and resources to ensure that your problems will be resolved as quickly as possible. These tools include self-help options, automated solutions that check to make sure that your products have been installed correctly, and access to skilled technicians online or by phone.
Grant Number
Your McAfee Gold Technical Support Grant Number is your proof of a valid suppor t contract. Keep it in a safe place. If you lose your Grant Number, it may take significantly longer to submit a support call or access online content.
Note: It is a violation of your McAfee contract to install software on more nodes or appliances that are covered by your Grant Number.
Online Self-Help
McAfee’s online self-help solutions give you the tools to quickly resolve issues without the need to contact a Technical Support Engineer. The Platinum Portal includes award-winning tools such as McAfee Virtual Technician and our comprehensive knowledgebase, while the McAfee Community gives you the opportunity to collaborate with other McAfee customers as well as members of our support and development organizations.
The McAfee ServicePortal
The McAfee ServicePortal (https://mysupport.mcafee.com) collection of support tools, including the KnowledgeBase, product documentation, and software downloads. Make sure you log in to get the most value from the ServicePo rtal.
is your starting place for a comprehensive, searchable
The first time you use the ServicePortal, create a user ID and password by clicking New User. You will be prompted for your name, email address, Grant Number, and preferred language. Passwords must include uppercase characters, numbers, and at least one special character.
Your email address domain name should match all other users registered with that Grant Number. If you need to register with a different domain name, contact Customer Service.
McAfee Virtual Technician – One of the quickest ways to resolve a technical problem is to use the McAfee Virtual Technician (MVT). This is an automated tool, accessible from the ServicePortal and designed to determine if your McAfee products are installed, updated, and working correctly. An easy-to-follow interface allows for a seamless experience. Issues are proactively diagnosed and resolved where appropriate.
For detailed information on how to use MVT and a list of supported products, see:
https://mvt.mcafee.com/mvt/Documents/WalkThruGuide/en-us/MVTWalkThroughGuide.pdf
Search the KnowledgeBase – The McAfee KnowledgeBase contains over 15,000 articles and provides a quick and easy way to find resolutions to issues. It offers a powerful search feature and quick links to top searches, recently added content, common issues, and the ability to create your own list of favorite articles.
To begin a search, type a question and click Ask. Then filter the search results using the facets on the left side of the page. For additional tips on how to effectively search the KnowledgeBase, click Tips under the Ask button.
If you are logged in to the ServicePortal, you can subscribe to an article or make it one of your Favorites. When you subscribe to an article, you receive an email whenever the article is updated. To set up a Subscription, open the article and click Subscribe at the top of the page. Subscriptions expire 90 days from the date that you subscribed. To renew or cancel a subscription, click My Subscriptions on the right side of the page, then click Renew or Unsubscribe beside the article name.
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Setting an article as a Favorite creates a link to it under My Favorites on your view of the KnowledgeBase home page. You can sav e up to 20 articles as Favorites. To save an article as a Favorite, open the article and click Add to Favorites at the top of the page. To remove an article from your Favorites, click My Favorites on the right side of the page, then click Remove beside the article name.
Browse the KnowledgeBase – In addition to searching, you can also choose to browse the KnowledgeBase by
product and version. This vie w allows you to see the most recent articles for your products without the need to type search terms and filter results.
Read Product documentation – Click the Product Documentation link from the ServicePortal main page to access the documentation for all McAfee products. Click the link for your product that says Non-English Documentation to see product documents in languages other than English.
View Tutorials – You can view video tutorials on product installation and configuration that illustrate some of the top technical issues related to McAfee products. Tutorials provide a narrated step-by-step approach that shows the screens during the process.
McAfee Community
The McAfee Community enables you to connect with other customers to learn and share solutions about McAfee products. Community members can post discussions, form user groups, share documents, and write blog posts. You must register to post, so join today!
http://community.mcafee.com
Assisted Support
As a Gold Support customer, you also have access to a number of assisted support options including Chat and Remote Assistance, Online Service Requests, and telephone.
McAfee is committed to delivering world-class customer service and support. We have partnered with industry leader Walker Information as part of ou r Customer Feedback Program. This program includes Customer Satisfaction Surveys. There is the potential for a survey at the closure of any service request. The request for the web-based survey will be delivered via an email invitation from only for improvements in the service that McAfee provides and to ensure that you are satisfied with the service you received. Survey information is not shared with any entity outside of McAfee.
Before Requesting Help Online or by Phone
To help us resolve your issue as quickly as possible, please ensure that you have the following information:
Technical Support Grant Number
Geographic location of the software installation
Detailed description of the problems or errors
Description of the hardware that the software is installed on, including the serial number or service tag where
applicable (hardware must meet published McAfee specifications)
support@walkerinfo.com
. The information in the survey is confidential and is used
Name and versions of any operating system, network, and software running with the McAfee software,
including patches and fixes
Each new service request receives a service request number that you can use to track the status of your issue – from the ServicePortal, by chat, or by phone. Use the service request number for all queries you have regarding your issue, as it will help us respond more quickly.
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Gold Support Handbook
Chat Support and Remote Assistance
One of McAfee’s innovations in security support is providing live online chat with technicians. You can use chat to check the status of existing cases or work with a technician for interactive problem solving. Presently, chat support is offered in English only and is not available for all products.
After you initiate a chat session, a chat window opens and gives a status on where you are in the queue. The chat window allows you to discuss your issue with a technician, and it also allows you to send files to the engineer.
To receive chat support, log in to the ServicePortal and select Chat With a Technical Support Agent from the options under Interactive Support: Manage Service Requests
With your permission, McAfee engineers can also open a remote console connection to view your desktop and work directly with you to diagnose and resolve issues.
Online Service Requests
To create a new Service Request, log in to the ServicePortal and click Submit a Service Request under Interactive Support McAfee Technical Support will be able to assist in finding a solution.
Features of the system allow you to:
. Complete all of the required fields by entering the issue details. The more information provided, the better
Set a severity level when you create the ticket
on the lower portion of the page.
Upload attachments such as log files, screen captures, and network diagrams
Update requests with comments
Receive proactive email notifications on open service requests
Change email settings and update account information in your user profile
To track the stat us of servi ce r equ est s, log in to the Servic ePortal and see Manage Service Requests under Interactive Support. The Check My Open Servic e Req uest s link lists the cases that you have logged with McAfee Technical Support that ar e curr en tly open an d activ e. View details for a specific service request by clicking it on the status screen. In the Updates issue.
section, you can see comments added by Support or add information that may help us resol v e y our
Phone Support and Global Contact Information
Your Gold Technical Support contract includes telephone access to technical support 24 hours a day, 365 days a year. This service is provided in local languages on a commercially reasonable basis during business hours, and in English at other ti mes . Local language phone support may not be available for all products.
Support phone numbers around the world
Check the McAfee web site at Support telephone number in your country.
Quality assurance through our Witness program
McAfee Technical Support strives to provide the best po ssib le ser v ice and has invested in a comprehensive call management tool that enables management and the busines s ex cellence tea m to recov er all details regarding a specific case. The Witness tool records data as it is entered into our system, including engineers’ keystrokes and mouse positions, and it synchronizes this with the recorded call or chat session. This information is used to provide feedback to our engineers for training on best practices.
https://www.mcafee.com/us/about/contact/index.html for the latest Technical
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Gold Support Handbook
Customer Service
If you have non-technical questions regarding your contract, such as recalling a forgotten Grant Number or licensing queries, you can contact Customer Service via telephone or online submission, or review the most common customer issues at:
Frequently Asked Questions about products formerly provided by Secure Computing can be found at:
https://www.securecomputing.com/index.cfm?skey=297
https://www.mcafee.com/us/medium/support/customer_service/top_issues.html
.
Response Charter
Gold Technical Support customer calls begin at the Tier I support level and receive a service request number to manage the resolution of the issue. We attempt to resolve every issue. Unresolved customer issues are evaluated based on severity and priority of resolution. Based on this information, they are assigned an impact level value.
If tier resources have been exhausted or the issue is assigned a high-impact level, it is escalated to successive tiers as needed for resolution. Each tier in the McAfee support organization will use all available resources to resolve the customer issue. These processes apply to all service requests that are escalated within the McAfee Technical Support organization.
Severity definitions
McAfee defines the “severity ” of an issue based o n how it impacts your ability to c on duct business. A s ev er ity code is associated wit h al l serv ic e requ est s, fa ilur es , and enhancement requests to indicate the impact and the urgency of the request.
Severity 1—Business has stopped
Your organization cannot conduct business or business is severely impacted
The product is not functioning
Internet connectivity or email flow has stopped
Your organization is unable to provide available virus protection to the network
There is no viable workaround for this issue
Severity 2—Business is severely impeded
Your organization’s business is impeded but can continue to operate
A major product feature, such as reporting or updating, is not functioning
There are widespread symptoms across your organization’s infrastructure
Issues include installation failures, conflicts with major brand software, or specific email flow problems
Your organ iz a t ion is generally able to provide available virus protection to the network, but specific resources
cannot be updated
Severity 3—Business is impacted, but your organization can function normally
Your organization’s ability to conduct business is not affected
Symptoms affect a single system or isolated parts of the environment
Specific functionality is not working
Severity 4—Business is not affected, but there are noticeable problems
Your organization’s ability to conduct business is not affected
Symptoms affect only a few system s
Functionality loss has an eas y wor k around
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Gold Support Handbook
1. Business has
2. Business is
3. Business
4. Business not
5. Request for
Severity 5—Requests for information or feature modifications
Requests for product documentation or other information that does not require troubleshooting and issue
resolution
Requests for modifications to the functionality or design of McAfee products
Escalation and response times
Depending on the severity level, the McAfee response charter sets out clear guidelines as to how frequently you’ll be contacted by our technicians about the status of a service request . The charter also provides the maximum duration a service request can be open before it is automatically escalated to the next tier.
Severity
stopped
severely impeded
impeded but functioning
affected, symptoms exist
information
Tier I Response
Immediate 30 minutes
Immediate 2 hours
Immediate 3 days
Immediate 10 days
Immediate 15 days
Tier I Escalation to Tier II
Tier II Escalation to Tier III
30 minutes
2 hours
5 days
15 days
20 days
Tier III Escalation to Development
4 hours
6 hours
5 days
25 days
30 days
Status Updates
Continuous phone bridge
Hourly
Daily
Weekly
Every two weeks
Escalation requirements
In the event that your service request needs to be escalated within McAfee Technical Support, you will be asked to run the Minimum Escalation Requir em ents (MER) tool to gather the required log files for escalation. The support technician may also request further files or details on your installation. The information collected by the MER tool includes an MSD report (or other OS equivalent), event logs, McAfee registry keys, McAfee log files, and current McAfee .EXE files. The exact files collected will differ by product and version. After the tool collects the necessary data, it will create a .TGZ (compressed) file, which can then be sent to our technician to analyze or escalate.
The MER tool is updated regularly. Download the latest version at:
https://kc.mcafee.com/corporate/index?page=content&id=KB59385
For additional information on how to use the MER tool, see:
http://mer.mcafee.com/enduser/lang/English/WebMERWalkthrough.pdf
Due to limitations in some operating systems and other concerns, the MER tool is not available for all products.
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Gold Support Handbook
Keeping Your Products Current
A Gold Technical Support contract entitles you to the latest version of your McAfee products, access to the Global Solutions Lab, malware analysis, Threat Center resources and notifications, and TrustedSource.org.
Download Software Updates
McAfee constantly enhances its products to combat new attacks and prevent data loss. Regularly upgrading your products ensures that your systems have the maximum level of protection. It also minimizes the possibility of encountering an issue that has already been addressed in a later version.
To check for available software updates (patches, upgrades, daily DATs, signature files, and agent files), log into the ServicePortal (https://mysupport.mcafee.com) and click Product Patches under Self-Service. You can sort the list of Patches by any of the table headings (Name, Modified, etc,) and navigate through the list using the Next and Prev buttons.
For large network deployments, McAfee ePolicy Orchestrator® (ePO™) can be used to automate distribution of applications and virus definitions to multiple nodes on the network. For instructions on how to deploy updates via ePolicy Orchestrator, see the ePolicy Orchestrator Product Guide.
Note to owners of products formerly provided by Secure Computing:
To check for available software patches and upgrades, go to For evaluations, agents, plugins, and SDKs, go to
https://www.securecomputing.com/index.cfm?skey=181.
https://www.securecomputing.com/index.cfm?skey=246.
Some Secure Computing products download update files from the product interface, such as the Dynamic Spam Classifier, TRU, Truste dSource Web Database, URL Filter Database, Anti Virus Engine and Signatures, Spam Filter Rules, Proactive Scanning Database, and Certificate Revocation Lists.
Activations
Some network security products require activations. Go to https://www.securecomputing.com/index.cfm?skey=231 to begin using the software.
Hardware Updates and Support
McAfee Hardware Technical Support provides a maintenance program for service and repair of McAfee appliances. There are several Hardware Support Programs available to assist customers with the peace of mind to have their appliance diagnosed quickly in the event of a failure or other issue. For more infor m at i o n o n McAfee Hardware Support, see:
http://mcafee.com/us/local_content/datasheets/hardware_support_user_guide.pdf
Support Notification Service
The Support Notification Service (SNS) can deliver product information to you by email — End of Life, patch and upgrade notifications, threat reports, DAT notices, and critical ale rts that may require immediate attention. This information can help you get the most out of your McAfee security investment — and help you avoid problems by keeping you up to date.
For more information on SNS, see
https://kc.mcafee.com/corporate/index?page=content&id=KB67828.
To sign up for SNS, go to
https://my.mcafee.com/content/SNS_Subscription_Center.
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Global Solutions Lab
The Global Solutions Lab (GSL) gives you hands-on access to test McAfee products in a virtual environment before
.
deploying them in a live network . Reg is ter using your email address at
The GSL includes upgrade environments for many McAfee products. These environments allow you to walk through a full product upgrade to familiarize yourself with any changes and enhancements and to mitigate any possible issues you might encounter.
https://www.mcafeegsl.com
End of Life Policy
To make sure that we’re delivering the most innovative and cost-effective products to customers, we may periodically choose to discontinue specific products. Some reasons for discontinuing products are:
New technology emerges, which allows for increased functionality and economy.
A product has reached the end of its natural life cycle.
Customer demand for the product is low and supporting it is not an effective use of development resources.
McAfee product management establishes product end of life to clearly outline the level of support a product will receive as it moves through its life cycle. We aim to set expectations and keep you informed about the level of support you can expect to receive.
When we announce a pr od uct en d of s ale, we include a tran sit io n plan for cus to mer s. The pr o duct the n begi ns en d-of-full­service support and end-of-life trans itio n per iod s. We reco mme nd that yo u move t o a new er product, a recomm ended alternative pr od uct, or cu stom sup port . Du ring the e nd-of-life period, M cAfe e will meet ex istin g supp or t agree men ts .
All end-of-life, end-of-sale, and end-of-full-service support information is posted on the McAfee ServicePortal web site.
The McAfee end-of-life terms and conditions are located at:
http://www.mcafee.com/common/media/mcafeeb2b/support/terms/Support_Policy-Product_Support_EOL.pdf
A list of supported products and versions is located at:
https://www.mcafee.com/us/enterprise/support/customer_service/end_life.html
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Daily DAT
The daily DATs contain only the latest virus information (with no scan engine) and are
Beta DAT
Beta DATS are hourly builds of the daily DAT files with additional malware definitions that
Extra.DAT
Extra.DATs are temporary definition files delivered directly by McAfee Labs in response to
Security and Malware Resources
McAfee offers a wide variety of resources and tools to help you understand and combat threats to your networks and desktops.
Understanding DAT Files
Many McAfee products require definition files, or DATs. The DATs contain the information that the anti-malware engine requires to properly detect threats and clean infections. The table below describes the various types of DAT files and when they are issued or used.
DAT type Description
updated on a daily basis. Daily DAT files are downloaded automatically by your McAfee products. If you need to download a copy of the latest daily DATs, go to
http://www.mcafee.com/apps/downloads/security_updates/dat.asp.
SuperDAT A SuperDAT is a one step executable update for your regular DAT files and the anti-
malware engine used by your product. A SuperDAT can be used to update the DATs and engine when other update methods have failed or if a system must be taken off the network. To download SuperDATs, go to
http://www.mcafee.com/apps/downloads/security_updates/superdat.asp.
have been received recently. Beta DATs receive limited false positive testing and are recommended for use primarily on high risk systems or when an infection is not detected by the daily DATs. To download Beta DATS, go to
submitted malware that is not yet covered in the daily DAT files. Extra.DATs are intended to provide emergency coverage until the new malware can be incorporated into the daily DATs. Extra.DATs automatically expire and are deleted when the extra detections are added to the daily DATs.
http://vil.nai.com/vil/averttools.aspx.
Malware Analysis
If you suspect that your system has been compromised by a virus, McAfee recommends that you submit the samples of the suspect files for analysis by McAfee Labs.
For more information and instructions, see the articles below:
KB68030 - How to submit samples to McAfee Labs through the McAfee ServicePortal or Platinum Portal
KB53094 - Troubleshooting procedure for finding possible infected files (issue: when virus not detected)
KB67411 - How to submit a possible false or misclassified sample file to McAfee Labs
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Threat Center Resources and Notifications
The McAfee Threat Center contains a comprehensive list of top vulnerabilities and threats. It also contains links to useful tools for virus removal and McAfee Foundstone weaknesses. Visit the McAfee Threat Center at
The McAfee Threat Center includes:
Sage
You can also sign up for email notifications:
McAfee Lab s T hreat News- McAfee Labs Threa t News is a notification about the latest information regarding
McAfee Lab s S ecurity Advisori e s - McAfee Labs Security Advisories are notifications created by the global
McAfee Labs DAT notification service
journal
—McAfee Labs’ security journal, which provides insights into future security threats
McAfee AudioParasitics
McAfee Labs blog
Current malware and vulnerability descriptions —Rankings on the latest threats
threats that reach Low-Profiled, Medium, Medium-On-Watch, High, or High-Outbreak assessment levels. Details on the classification of threat levels are available at
https://www.mcafee.com/us/threat_center/outbreaks/virus_library/risk_assessment.html
Sign up for McAfee Labs Threat News at
research team to map high-profile threats to the McAfee technologies that protect your environment. Sign up for McAfee Labs Security Advisories at
https://www.mcafee.com/us/threat_center/securityadvisory/signup.aspx.
McAfee Labs DAT notifications inform you when DATs are ready to download. Every Monday through Friday, McAfee Labs posts the latest DATs to ensure that your product contains the most up-to-date detection and repair capabilities. In the event a security threat is di scov ered and McAfee Labs assigns a risk assessment to the threat that is Medium or above, you will be notified of the emergency DAT posting.
—Podcasts on the latest threats
—Blogs from McAfee malware researchers
®
tools that can simulate a vulnerable site to highlight common
https://www.mcafee.com/us/threat_center/default.asp.
.
.
https://vil.nai.com/vil/join_list.aspx
Sign up for the McAfee Labs DAT notification service at
TrustedSource.org
TrustedSource.org provides precise information about email sender reputation by domain and IP address. It provides you with a view into current and historical reputation and sending patterns of sends, as well as analytical information such as country of origin, network ownership, and hosts for known senders within each domain.
It also provides a URL checking tool that provides status, categorization, and web reputation information for URLs in the TrustedSource Web Database (URLs organized into categories and reputation ratings for use in web filtering policies). You can also suggest categorization changes for URLs.
https://vil.nai.com/vil/signup_DAT_notification.aspx.
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Gold Support Handbook
Premium Support Offerings
McAfee Premium Technical Support programs deliver critical expert technical assistance for complex enterprises. Our premium support programs provide personalized product support, solutions planning assistance, proactive advice. Personalized support advocacy provides direct intercession on the customer’s behalf by leveraging any or all resources as required to resolve the customer’s issue rapidly. Personalized, responsive support is just a phone call away with access throughout the business day, and after hours for Severity 1 and 2 issues. Proactive planning assistance offers recommendations to improve your security deployment to address potenti al secur ity threat s befor e they impact your business.
In addition to the benefits listed for each offering below, all customers with Gold Select Technical Support and above are granted access to the McAfee Platinum Portal instead of the ServicePortal.
For additional information, see
Gold Select
Our entry-level premium support offering provides all of the benefits of Gold Technical Support, and introduces you to McAfee Product Support Specialists, who are accustomed to working in corporate enterprise environments. McAfee Gold Select Technical Support quickly aligns you with the proper resource for your product issue on a case-by-case basis. Their expertise and security knowledge ensure that your complex issues are resolved quickly to mitigate risk to your business infrastructures.
Platinum
http://mcafee.com/us/support/support_benefits.html.
Platinum Support Account Management delivers critical expert support for complex global enterprises. A premium support solution covering a single product family, the Platinum program provides personalized product support, solutions planning assistance, proactive advice, and direct intercession on your behalf for the fastest possible resolution to complex technical issues.
Our McAfee Platinum Technical Support offering provides the benefits of Gold Select Technical Support, and introduces you to a McAfee Support Acco unt Manager (SAM)—your advocate and single point of contact at McAfee. Your SAM provides personalized product support, solutions planning assistance, proactive advice, and direct intercession on your behalf , while leveraging the proper McAfee Product Specialists for the fastest possible resolution to complex technical issues.
Platinum Select
Platinum Select Support Account Management delivers critical expert support for complex global enterprises. A premium support solution covering all McAfee products, Platinum Select provides a centralized global account management through regional SAM s and assigned technical product specialists to provide around-the-clock se cur i t y around the world.
By leveraging our support Product Specialists worldwide, we resolve issues faster, anytime, anywhere. We will provide you with complete product, technical, and problem-solving expertise when and where you need it.
Platinum Select Plus
Platinum Select PLUS Support Account Management delivers critical expert support for complex global enterprises. Our most comprehensive support solution covering all McAfee products, Platinum Select PLUS provides a dedicated Support Account Manager (SAM) co-located at the customer’s site, regional SAMs, and assigned technical product specialists.
Other Support Offerings
McAfee also offers many other services to meet the needs of your business. From direct access to our malware researchers to assistance with implementing your new security solutions, McAfee will work with you to ensure your success.
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Maximum Access
Many large or highly visible organizations, especially marquis brands and governments, face individualized threats that can only be countered with specialized research and tools. For maximum security and continuous compliance, you need to be sure you thoroughly understand and proactively mitigate risks from these attacks. Only by keeping threats away from your infrastructure can you be certain that your network, applications, and data are safe. McAfee Maximum Access offers two ways to enhance your technical support with dedicated, personalized attention from the world’s leading security research team, McAfee Labs.
Maximum Access Onsite
The McAfee Labs research team beco mes an extension of your internal secu rity organization with one full-time researcher onsite. This expert creates a conduit to McAfee Labs for relevant guidance, insight, and resources to help you keep pace with the ever-changing threat landscape.
Maximum Access On-Call
You gain dedicated access to a specified number of hours of a McAfee Labs researcher’s time each quarter. Additional hours in a quarter are available at an hourly rate. This expert will be your direct pipeline to McAfee Labs threat research and expertise. If needed, your dedicated on-call McAfee Labs team member will be available to travel onsite for an additional fee.
Professional Services
McAfee Professional Services and McAfee Security Alliance Partners can help you quickly realize the full value of your McAfee security solution.
The cost of system downtime is not easy to quantify, but it can be significant - especially if your company depends on its IT infrastructure to generate revenue. An improperly configured security product could result in reduced protection, increased vulnerability to attack and degradation of system performance.
McAfee Professional Ser vices consultants have extensive experience in deploying McAfee products. You can rest assured that you will receive the optimal solution for your company’s needs.
Our seasoned consultants are backed by the entire McAfee organization. They have immediate access to product developer s , experts in our support organization, and other experts who have had experience with similar deployments.
McAfee Product Education
Learn the real-world skills you need to effectively fight today’s attacks and tomorrow’s threats. McAfee Product Education combines hands-on experience with expert instruction so you can get the most from your McAfee security products.
Foundstone Consulting
Our expert consultants help you build a strong foundation for long-term security. Drawing from our deep and broad experience, we address security issues from both a business and technology perspective. As your strategic security resource, we deliver measurable protection for your business.
Foundstone Education
Give your in-house security team the tools and methodologies they need to defend your business. Foundstone combines interactive classroom demonstrations with hands-on labs. Your students leave armed with a real-world understanding of critical security issues, and how to address them.
For more information about McAfe e Professional Services and education, see:
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Gold Support Handbook
http://www.mcafee.com/us/enterprise/services/professional_service
Feedback on This Document
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