Gold Technical Support Handbook
Table of Contents
Welcome to McAfee Gold Technical Support!............................................................................................................... 2
Getting Started .............................................................................................................................................................. 3
Grant Number ........................................................................................................................................................... 3
Before Requesting Help Online or by Phone ............................................................................................................ 3
Online Support and Services......................................................................................................................................... 3
McAfee ServicePortal ............................................................................................................................................... 3
Malware Analysis...................................................................................................................................................... 8
Threat Center Resources and Notifications .............................................................................................................. 8
Phone Support and Global Contact Information............................................................................................................ 8
Response Charter ......................................................................................................................................................... 9
Severity Definitions ................................................................................................................................................... 9
Case Escalation and Response Times ....................................................................................................................10
Minimum Escalation Requirements (WebMER).......................................................................................................10
Keeping your Products Current....................................................................................................................................10
Downloading Software Updates...............................................................................................................................10
End of Life Policy .....................................................................................................................................................11
Customer Satisfaction ..................................................................................................................................................12
Quality Assurance through our Witness Program ....................................................................................................12
Service Request Closure Survey .............................................................................................................................12
Customer Service ....................................................................................................................................................12
Feedback on this Document ....................................................................................................................................12
Important Exceptions for Former Secure Computing Products ....................................................................................13
Toolset Integration ...................................................................................................................................................13
English Only Telephone Support .............................................................................................................................13
Product Activations ..................................................................................................................................................13
Product Downloads..................................................................................................................................................13
End of Life................................................................................................................................................................13
Customer Service ....................................................................................................................................................13
TrustedSource.org ...................................................................................................................................................13
Enhanced Support Offerings........................................................................................................................................14
McAfee Gold Select Technical Support ...................................................................................................................14
McAfee Platinum Technical Support........................................................................................................................14
McAfee Platinum Select Technical Support .............................................................................................................14
McAfee Security Alerting Service (MSAS) ...............................................................................................................14
McAfee Professional Consulting and Education Services........................................................................................14
McAfee Gold Technical Support Handbook Page 1 of 14
Comentarios a estos manuales