Gold Support Handbook
8
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
Tier I
Response
Tier I Escalation
to Tier II
Tier II Escalation
to Tier III
Tier III Escalation to
Development
Status
Updates
1. Business has
stopped
Immediate
30 minutes
30 minutes
4 hours
Continuous
phone bridge
2. Business is
severely
impeded
Immediate
2 hours
2 hours
6 hours
Hourly
3. Business
impeded
but functioning
Immediate
3 days
5 days
5 days
Daily
4. Business 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 service request needs to be escalated within McAfee Technical Support, you will be asked to run
the Minimum Escalation Requirements (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.
