Gold Technical Support Handbook
Case Escalation and Response Times
s regarding how frequently you’ll be contacted by our technicians about the status of a
Tier I Escalation Escalation Escalation to Status
This charter sets clear guideline
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
Response
to Tier II
to Tier III
Development
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,
Immediate
10 days
15 days
25 days
Weekly
symptoms exist
5. Request for information Immediate 15 days 20 days
30 days
Every two
weeks
M
to be escalated within McAfee Technical Support, you will be asked to run the
g files for escalation. The support technician may
al
The registry keys,
M
co
ht
inimum Escalation Requirements (WebMER)
In the event that your Service Request needs
M
inimum Escalation Requirements (WebMER) tool to gather the required lo
so request further files or details on your installation.
WebMER tool collects information such as an MSD report (or other OS equivalent), event logs, McAfee
cAfee log files, and current McAfee .EXE files. The exact files collected will differ by product and version. After the tool
llects the necessary data, it creates a .TGZ (compressed) file that you will send to the technician for analysis.
The WebMER tool is updated regularly. For More information, go to:
tps://kc.mcafee.com/corporate/index?page=content&id=KB59385
.
Keeping you rrent
D
M at new attacks and prevent data loss. Updating your products ensures that
ncountering an issue that has already
be
To atches, upgrades, daily DATs, signature files, and agent files), log into the McAfee
ServicePortal (https://mysupport.mcafee.com
r Products Cu
ownloading Software Updates
cAfee routinely enhances its products to comb
your systems have the maximum level of protection and minimizes the possibility of e
en addressed in a later version.
check for available software updates (p
) and click
Download Software Updates
. If you do not log into the
ServicePortal, or do not have a valid Grant Number, none of the available product Patches will be visible, and you will be
directed to the general product downloads area where you can access general product updates and product upgrades.
For anti-virus products, you must also download the latest malware signature (DAT) files. McAfee Avert
®
Labs, the top-ranked
anti-virus research center in the world, produces daily updates covering the latest virus outbreaks. With widespread
outbreaks, they create and post emergency DAT files to provide rapid protection from these threats.
McAfee Gold Technical Support Handbook Page 10 of 14
(135 paginas)
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