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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Gold Support Handbook
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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