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Gold Support Handbook

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http://www.mcafee.com/us/enterprise/services/professional_service

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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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