McAfee HARDWARE 1.4 User Manual

McAfee Hardware Technical Support

User Guide

Version 1.4

Copyright © 2006 McAfee, Inc. All Rights Reserved. No part of this publication may be reproduced, transmitted, transcribed, stored in a retrieval system, or translated into any language in any form or by any means without the written permission of McAfee, Inc., or its suppliers or affiliate companies.

TRADEMARK ATTRIBUTIONS

ACTIVE FIREWALL, ACTIVE SECURITY, ACTIVESECURITY (AND IN KATAKANA), ACTIVESHIELD, CLEAN-UP, DESIGN (STYLIZED E), DESIGN (STYLIZED N), ENTERCEPT, EPOLICY ORCHESTRATOR, FIRST AID, FOUNDSTONE, GROUPSHIELD, GROUPSHIELD (AND IN KATAKANA), INTRUSHIELD, INTRUSION PREVENTION THROUGH INNOVATION, MCAFEE, MCAFEE (AND IN KATAKANA), MCAFEE AND DESIGN, MCAFEE.COM, MCAFEE VIRUSSCAN, NET TOOLS, NET TOOLS (AND IN KATAKANA), NETSCAN, NETSHIELD, NUTS & BOLTS, OIL CHANGE, PRIMESUPPORT, SPAMKILLER, THREATSCAN, TOTAL VIRUS DEFENSE, VIREX, VIRUS FORUM, VIRUSCAN, VIRUSSCAN, VIRUSSCAN (AND IN KATAKANA), WEBSCAN, WEBSHIELD, WEBSHIELD (AND IN KATAKANA) are registered trademarks or trademarks of McAfee, Inc. and/or its affiliates in the US and/or other countries. The color red in connection with security is distinctive of McAfee brand products. All other registered and unregistered trademarks herein are the sole property of their respective owners.

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Contents

Welcome to McAfee Hardware Support ...................................................................1

Getting Started............................................................................................................ 1

Hardware Support Options...........................................................................................2

The Grant Number .......................................................................................................3

Engaging Hardware Support........................................................................................3

Updating Your Software ...............................................................................................3

Maximizing your Security..........................................................................................4

Product Upgrades ........................................................................................................4

Product Updates...........................................................................................................4

Global Solutions Lab ....................................................................................................8

Notifications................................................................................................................10

Hardware Support Descriptions ............................................................................. 11

Advanced Replacement RMA – Same Business Day Ship Hardware Support..........11

Advanced Replacement RMA – Five (5) Business Day Ship Hardware Support .......11

McAfee Onsite - Next Business Day Hardware Support ............................................11

McAfee Onsite - Same Business Day 7x24 Hardware Support..................................12

McAfee Onsite - Same Business Day 5x10 Hardware Support..................................12

Parts Only Service......................................................................................................12

Hardware Limited Warranty Document ......................................................................12

Updating Location of Hardware..................................................................................13

Support Tools ...........................................................................................................14

McAfee Virtual Technician..........................................................................................14

Searching the Knowledgebase...................................................................................15

Requesting Help.........................................................................................................16

Chat Support..............................................................................................................17

ServicePortal Service Request Submission ...............................................................19

Phone Support ...........................................................................................................21

Tracking Service Requests.........................................................................................21

Malware Identification.................................................................................................23

Escalation Requirements............................................................................................24

Response Charter.....................................................................................................24

Escalation and Response Charter..............................................................................25

Severity Definitions.....................................................................................................26

Optional Services ..................................................................................................... 27

McAfee Security Alerting Service (MSAS) ..................................................................27

Platinum Support........................................................................................................28

Training and Consulting..............................................................................................28

Useful Information....................................................................................................29

End of Life Policy for Commercial Products ...............................................................29

Feedback....................................................................................................................31

Contact Information....................................................................................................33

Additional Resources .................................................................................................35

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Welcome to McAfee Hardware Support

Hardware Support options are an essential part of making the most of your investment in McAfee’s products. They provide you with the technical support necessary to ensure the McAfee solution is installed and working properly, plus a variety of other services that are valuable throughout the life of the product. If you are interested in training or consultation, please contact your local sales representative for information on our Solutions Services.

You have purchased Hardware Support. This document gives you a good understanding of the benefits to which you are entitled, and the mechanisms to enable you to use these benefits.

If you have any questions, concerns or feedback about any aspect of the Hardware service please feel free to contact McAfee Technical Support or your local sales representative.

Best regards,

The McAfee Hardware Support Management Team

Getting Started

New customers may wish to print this guide and forward it to colleagues who may require support under their support contract.

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Hardware Support Options

Option Requirement Process

Onsite Repair - Same Business Day 7x24

Onsite Repair - Same Business Day 5x10

Onsite Repair - Next Business Day

Parts-Only Service

(Where Onsite-Service is Unavailable)

Advanced Replacement RMA Same Business Day Ship

Urgent onsite problem resolution: Parts, labor and service provided onsite upon diagnosis, typically with same day response.

Urgent onsite problem resolution: Parts and labor and service provided onsite upon diagnosis, typically with same business day response.

Provides onsite problem resolution: Parts and labor provided onsite upon diagnosis, typically with next business day response time.

Parts-only coverage (EMEA-only labor costs included) Customer provides for Local Authorized Service arrangements Variable response time given a number of factors

For rapid repair or replacement of hardware -replacement units and components are sent airfreight overnight

9 Contact McAfee Technical Support for diagnosis. 9 If diagnosis determines a hardware fault, a McAfee service technician arrives at your

location typically within four hours upon diagnosis.

9 All parts, labor and service included.

9 Contact McAfee Technical Support for diagnosis. 9 If diagnosis determines a hardware fault, a service technician will be scheduled to arrive at

your location the same business day; if after 1 p.m. local time, the service call may be scheduled for the next business day.

9 Service availability is Monday through Friday during local business, excluding weekends

and local national public holidays.

9 All parts, labor and service included. 9 Contact McAfee Technical Support for diagnosis.

9 If diagnosis determines a hardware fault, a service technician will be scheduled to arrive at

your location the next business day; if after 3 p.m. local time, the service call will be scheduled within the next two business days.

9 Service availability is Monday to Friday during local business hours before 3 p.m. local time,

excluding weekends and local national public holidays.

9 All parts, labor and service included. 9 Contact McAfee Technical Support for diagnosis.

9 If diagnosis determines a hardware fault, we will advise you of local authorized service

providers who can assist you with service arrangements as needed for part replacement.

9 If helpful, McAfee Technical Support will be happy to assist you in liaising with your local

support provider.

9 Parts only costs are included.

(EMEA-only: labor costs also included.)

9 Contact McAfee Technical Support for diagnosis. 9 If diagnosis determines a hardware fault, McAfee will ship a replacement unit or part for

customer installation the same day using airfreight overnight shipping. Diagnosis received after 3 p.m. local Support Shipping Center times are considered as having been received the following business day. Delivery restrictions apply.

9 Removal of the failed product and replacement installation is your responsibility. 9 Replacement packaging will include instructions to return the failed product using the same

carton that contains the replacement.

9 McAfee pays all shipping.

Advanced Replacement RMA – Five (5) Business Day Ship

IntruShield Spares Service and Purchase Options

For timely replacement of hardware – Advanced Replacement units and components are sent standard ground delivery

Designed for organizations whose high availability needs exceed RMA Same Business Day Ship service option

9 Contact McAfee Technical Support for diagnosis. 9 If diagnosis determines a hardware fault, McAfee will ship an advanced replacement unit

or part for customer installation within 5 days using standard ground freight shipping.

Calls received after 3 p.m. local Support Shipping Center times are considered as having been received the following business day. Delivery restrictions apply.

9 Removal of the failed product and replacement installation is your responsibility. 9 Replacement packaging will include instructions to return the failed product using the

same carton that contains the replacement.

9 McAfee pays all shipping. 9 Call McAfee Technical Support for diagnosis.

9 If the sensor is defective, immediately replace the sensor with the onsite Spare. 9 The spare may not be used for production, testing, failover or load balancing. 9 You will receive a RMA Same Day Shipping replacement Spare to replace the defective

sensor.

9 The Spares Service must be renewed annually. 9 The Spare assumes the Technical Support entitlements of the defective sensor.

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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.

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Maximizing your Security

Due to the ever-evolving threat from attack and data loss, McAfee is constantly enhancing its products to ensure that you receive the maximum protection. Staying up to date with the latest products also minimizes the potential of seeing an issue that has already been addressed in a later version. We understand that customers need to be very comfortable with product enhancements and so we deliver tools such as the Global Solutions Lab to walk through an installation / upgrade in a standalone environment before deploying in a live network.

Product Upgrades

Technical Support customers may download the latest versions of the software they have purchased, and for which Gold Support is active. This service is included with your support contract and provides maximum security for systems by providing protection from the very latest threats.

Entering a valid Grant number at the following site will display the software entitled to under that contract, which can then be downloaded for installation. The following location can be used to check for available software.

https://secure.nai.com/apps/downloads/my_products/login.asp

Deployment of product upgrades across multiple nodes can be carried out simply using the ePolicy Orchestrator (ePO) or ProtectionPilot applications. Instructions on upgrading software using these applications can be found in the knowledgebase. Video tutorials are also available providing walkthroughs for configuring ePO. An example can be seen using the link below.

http://knowledge.mcafee.com/solution/mcafee/tutorials/epo/epo_3.5_rev_vse8_checkin_w-audio.html

Product Updates

The McAfee ranked anti-virus research center in the world, and employs researchers in 16 countries. The primary responsibility of Avert is to support the computing public and McAfee customers. We help users work securely by researching new threats and uncovering threats that may arise in the future.

As part of McAfee’s commitment to minimizing the threat of attack to its customers, the Avert labs produce daily updates covering the latest virus outbreaks. With widespread outbreaks, emergency .DAT files created and posted to provide rapid protection from these threats.

http://vil.nai.com/vil/signup_dat_notification.aspx

Anti-Virus and Vulnerability Emergency Response Team (Avert) is the top-

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Automatic Updates with ePO or Protection Pilot

For large network deployments ePolicy Orchestrator (ePO) or ProtectionPilot enable distribution of applications and virus signatures to multiple nodes on the network. This centralized application is simple to configure and provides an automated solution to updating software.

The instruction for obtaining the latest virus signature (DAT) files and copying them to the Master Repository can be found in the knowledgebase using the following link:

http://knowledge.mcafee.com/SupportSite/search.do?cmd=displayKC&docType=kc&externalId=NAI31632&sliceId=S AL_Public&dialogID=1077249

Once the .DAT files have been downloaded to ePO the updates can then be deployed to the end nodes, with the instructions provided in the following KnowledgeBase Article:

http://knowledge.mcafee.com/SupportSite/search.do?cmd=displayKC&docType=kc&externalId=NAI31705&sliceId=S AL_Public&dialogID=1465160

Manual Updates

There are three types of updates for Virus definition files that can be found in the download section of the ServicePortal:

http://www.mcafee.com/apps/downloads/security_updates/dat.asp

SuperDat Files

The SuperDat file automates the process of loading the latest virus definitions and scan engine, and is the quickest way to update your system from threats. The engine is the software that is used to analyze application behavior and search for abnormal activity.

After execution, the SuperDat stops the services, updates the virus definitions, and upgrades the scan engine to the latest version if needed. After completion, it then restarts the services.

Manual extraction of a DAT file from a SuperDat file can be achieved by creating a new directory and running the Super DAT file using the /e switch. e.g. SuperDat.exe /e

Daily DAT File

This signature file only contains the latest virus information (with no engine) and is updated on a daily basis.

Extra DAT File

If a virus outbreak is detected of a medium risk or higher (definitions of risk levels can be found on the Avert website), then an extra DAT will be generated to rapidly protect customers from the threat. This file will also just contain the DAT and no engine files.

http://www.mcafee.com/us/threat_center/outbreaks/virus_library/risk_assessment.html

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Patches and Maintenance Releases

Product patches and maintenance releases are available to users only once a user logs into the McAfee ServicePortal.

https://mysupport.mcafee.com/eservice_enu/start.swe

Once a user logs in the ServicePortal, on the main page, click the link for “Download Software Updates” to see the list of product patches and a link to the other Product Updates.

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Available patches are listed in alphabetical order, so it may be necessary to click on the rightfacing arrow to advance through the list of patches. Once a user has advanced through several screens of the patches, it is possible to move backwards by clicking on the left-facing arrow. Users can also query for the specific name of a patch that they may have been instructed to download and apply to their environment.

If a user does not log into the ServicePortal, none of the available product patches are visible, and users will be directed to the general Product Downloads area where they can access general Product Updates and Product Upgrades.

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Global Solutions Lab

The Global Solutions Lab provides customers with hands-on access to real environments containing McAfee’s products at the click of a mouse. The Global Solutions Lab provides the perfect sandbox to try out new functionality and to evaluate the upgrade process from one version of product to the next.

ideo Tutorials

Attack Device

Preconfigured Environments

ictim

Device

User

Internet

Connects via

the internet

Select Product and

uirement

Remote Access to Real

Products

The Global Solutions Lab infrastructure is located in several locations around the world and includes McAfee’s server and appliance based products, along with attack simulation tools to see actual products in action.

Video Tutorials

Included with each environment within the Global Solutions Lab are video tutorials. There are two main videos available. The first is a high-level overview of the solution and the second is a detailed step-by-step walkthrough showing the configuration of a product including narration, as to why options were chosen and what other options do.

Gaining Access

The Global Solutions Lab (www.mcafee.com/gsl) is provided free of charge and allows our customers to get the maximum from their products. New users to the Global Solutions Lab can quickly register and receive a password immediately via email.

Once users have logged in, they will gain access to a full range of McAfee products and environments depending on their needs.

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Types of Environment

The Global Solutions Lab offers a variety of different options and benefits, based on the scenarios selected by the user.

Upgrade Environments

These environments provide a walkthrough of product upgrades in a clean and contained environment allowing familiarization and risk mitigation before deploying to a live environment. Earlier version of product is preinstalled and configured with a populated database; the installation files for the latest version are preloaded ready for upgra ding.

Installation Environments

Try out a product installation in a safe and reproducible environment, knowing that any major mistakes can simply be resolved by closing down the environment and starting again. These environments consist of a clean operating system with installation files ready for deployment.

Demonstration Environments

Immediate access to preconfigured products quickly showing a product’s full benefits, from centralized management to defending against attacks and vulnerabilities. These environments consist of multiple servers, including attack and victim servers with prein stalle d products. Product databases are also populated with real world data for scalability and reporting purposes.

Troubleshooting Environments

These environments are linked to McAfee KnowledgeBase articles and contain common issues that customers may experience. The environments replicate the specific issue and the KnowledgeBase article provides a step-by-step remedy to the issue.

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McAfee HARDWARE 1.4 User Manual

Specifications and Main Features

Frequently Asked Questions

User Manual