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Gold Support Handbook 

11 

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 

Daily DAT 

The daily DATs contain only the latest virus information (with no scan engine) and are 

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

.  

Beta DAT 

Beta DATS are hourly builds of the daily DAT files with additional malware definitions that 
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 

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

.  

Extra.DAT 

Extra.DATs are temporary definition files delivered directly by McAfee Labs in response 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. 

 

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 

Summary of Contents for GOLD - SUPPORT

Page 1: ...urity 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 onli...

Page 2: ...Download Software Updates 9 Activations 9 Hardware Updates and Support 9 Support Notification Service 9 Global Solutions Lab 10 End of Life Policy 10 Security and Malware Resources 11 Malware Analysi...

Page 3: ...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 doc...

Page 4: ...are downloads Make sure you log in to get the most value from the ServicePortal Your email address domain name should match all other users registered with that Grant Number If you need to register wi...

Page 5: ...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 commit...

Page 6: ...notifications on open service requests Change email settings and update account information in your user profile To track the status of service requests log in to the ServicePortal and see Manage Ser...

Page 7: ...issue based on how it impacts your ability to conduct business A severity code is associated with all service requests failures and enhancement requests to indicate the impact and the urgency of the...

Page 8: ...ss not affected symptoms exist Immediate 10 days 15 days 25 days Weekly 5 Request for information Immediate 15 days 20 days 30 days Every two weeks Escalation requirements In the event that your servi...

Page 9: ...mputing com index cfm skey 246 For evaluations agents plugins and SDKs go to https www securecomputing com index cfm skey 181 Some Secure Computing products download update files from the product inte...

Page 10: ...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 i...

Page 11: ...com apps downloads security_updates superdat asp Beta DAT Beta DATS are hourly builds of the daily DAT files with additional malware definitions that have been received recently Beta DATs receive limi...

Page 12: ...sories are notifications created by the global research team to map high profile threats to the McAfee technologies that protect your environment Sign up for McAfee Labs Security Advisories at https w...

Page 13: ...le 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 t...

Page 14: ...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 con...

Page 15: ...us enterprise services professional_service Feedback on This Document If you would like to see additional information included in this guide or you discover any errors please contact us at customer_f...

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