Gold Technical Support Handbook
Customer Satisfaction
Quality Assurance through our Witness Program
omprehensive call management tool
cords data as it is entered into our
d synchronizes this with the recorded call or chat session.
This info
way u
Servic
Your fee
survey to ffer. We
wan e
cont
from sup
McAfee Technical Support strives to provide best-in-class service and has invested in a c
that enables us to recover all details regarding Service Requests. The Witness tool re
system, including a technician’s keystrokes and mouse positions, an
rmation is used to provide feedback to our technicians for training and best practices. If you are not satisfied with the
yo r call has been handled, you can request that a manager review your case.
e Request Closure Survey
dback is important to us. After your Service Request is resolved, an independent research company will send you a
measure your satisfaction with the support interaction. This information will help us improve the service we o
t to nsure that you are satisfied with the service you received. We always follow up with customers who ask for further
act from our management team. Surveys are available in each language McAfee supports. The survey is sent via email
port@walkerinfo.com
and will reference “McAfee, Inc., Support Evaluation” in the subject field. The information in this
surv is
Customer Service
ant Number or licensing queries,
you can contact Customer Service via telephone or online submission, or review the most common customer issues at
edium/support/customer_service/top_issues.html
ey confidential and will not be shared outside of McAfee.
If you have non-technical questions regarding your contract, such as recalling a forgotten Gr
http://www.mcafee.com/us/m .
License Inquiries, License Updates/Changes, Grant Number Lookup
Corporate Customer Service can assist you with locating your Grant Numbers or company license information. Please refer
to the Contact Customer Service section below for assistance.
Service Portal Support, including Password Resets
Corporate Customer Service can help troubleshoot and correct McAfee ServicePortal issues. Please refer to the Contact
Customer Service section below for assistance. ServicePortal Password resets can be requested online at
http m sword.aspx
s:// ysupport.mcafee.com/eservice/ForgotPas .
McA e fe SMB Store Refunds
Refunds for purchases made from the McAfee SMB Store can be fulfilled by Customer Service if the purchase was made
within the past 30 days. Please refer to the Contact Customer Service section below for assistance. Any refunds for McAfee
products purchased from a McAfee Reseller must be conducted via that Reseller.
McAfee Global Solutions Lab
Inquiries regarding McAfee's free Global Solutions Lab can be addressed by Customer Service. Please refer to the Contact
Customer Service section below for assistance.
Contact Customer Service
To find the Customer Service contact information for your locale, please see our Contact us page:
http://mcafee.com/us/about/contact/index.html
.
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
. We welcome and appreciate your feedback!
McAfee Gold Technical Support Handbook Page 12 of 14
(135 paginas)
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