McAfee Gold Support Handbook
McAfee Gold Technical Support gives you rapid access to our experienced
and highly skilled IT security support staff. Around-the-clock, live telephone
support delivers emergency product and security 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, online case creation and management, unlimited
hardware and software updates and upgrades, online tutorials and
installation guides, and access to our innovative evaluation environments
using the McAfee Global Solutions Lab (GSL).
Gold Support Handbook
2
Welcome to McAfee Gold Technical Support ............................................................................................... 3
Getting Support
............................................................................................................................................. 4
Grant Number ............................................................................................................................................................ 4
Online Self-Help
......................................................................................................................................................... 4
Assisted Support ........................................................................................................................................................ 5
Response Charter ......................................................................................................................................... 7
Severity definitions ..................................................................................................................................................... 7
Escalation and response times
.................................................................................................................................. 8
Escalation requirements
............................................................................................................................................ 8
Keeping Your Products Current .................................................................................................................... 9
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 Analysis ..................................................................................................................................................... 11
Threat Center Resources and Notifications
............................................................................................................. 12
TrustedSource.org
................................................................................................................................................... 12
Premium Support Offerings ......................................................................................................................... 13
Gold Select .............................................................................................................................................................. 13
Platinum
................................................................................................................................................................... 13
Platinum Select ........................................................................................................................................................ 13
Platinum Select Plus
................................................................................................................................................ 13
Other Support Offerings .............................................................................................................................. 13
Maximum Access ..................................................................................................................................................... 14
Professional Services
.............................................................................................................................................. 14
Feedback on This Document ...................................................................................................................... 15
Gold Support Handbook
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Welcome to McAfee Gold Technical Support
McAfee® Gold Technical Support options help you make the most of your investment in McAfee security products. We
want you to get the most from your products throughout their life. Gold Technical Support provides you with trained and
certified security professionals who can direct you to the right information, tools, and programs. Our goal as the world’s
largest dedicated security company is to address potential issues quickly and efficiently help you combat today’s
threats so you can focus on the demands of your business.
You also get access to a variety of other services that are valuable throughout the life of your products:
NOTE: Not all services are available for all products.
Product updates/upgrades
•
Stay secure with the latest versions of your products – included with Gold Technical Support
•
Protection from the latest threats with daily updates of anti-virus signature files
•
New update notifications through the Support Notification Service
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 documentation and FAQs for each product
•
Video tutorials showing product demonstrations and configuration walkthroughs
•
Notification of changes in open support service requests
Telephone access to skilled technicians
•
Support that is available 24/7, whenever a problem or outbreak may occur
•
Unlimited number of calls to McAfee Technical Support
•
Regular updates on the status of open cases
•
Support technicians who are certified with high-skill security qualifications
•
Remote debugging and re-configuration tools for rapid fault resolution
•
Support in 13 languages
Product evaluations
•
Online McAfee Global Solutions Lab to test upgrades, new products, and new configurations
•
Free trials of new products available for download
•
New feature requests for enhancements to products
Outbreak analysis and alerts
•
Submit spam or virus samples for analysis
•
New threat notification
Support Terms and Conditions
For information on McAfee’s Support Terms and Conditions, see:
http://www.mcafee.com/us/support/support_terms_n_conditions.html
Gold Support Handbook
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Getting Support
McAfee provides a wide range of tools and resources to ensure that your problems will be resolved as quickly as
possible. These tools include self-help options, automated solutions that check to make sure that your products have
been installed correctly, and access to skilled technicians online or by phone.
Grant Number
Your McAfee Gold Technical Support Grant Number is your proof of a valid support contract. Keep it in a safe place. If
you lose your Grant Number, it may take significantly longer to submit a support call or access online content.
Note: It is a violation of your McAfee contract to install software on more nodes or appliances that are covered by your
Grant Number.
Online Self-Help
McAfee’s online self-help solutions give you the tools to quickly resolve issues without the need to contact a
Technical Support Engineer. The Platinum Portal includes award-winning tools such as McAfee Virtual Technician
and our comprehensive knowledgebase, while the McAfee Community gives you the opportunity to collaborate with
other McAfee customers as well as members of our support and development organizations.
The McAfee ServicePortal
The McAfee ServicePortal (https://mysupport.mcafee.com)
The first time you use the ServicePortal, create a user ID and password by clicking New User. You will be prompted
for your name, email address, Grant Number, and preferred language. Passwords must include uppercase characters,
numbers, and at least one special character.
is your starting place for a comprehensive, searchable
collection of support tools, including the KnowledgeBase, product documentation, and software 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 with a different domain name, contact Customer Service.
McAfee Virtual Technician – One of the quickest ways to resolve a technical problem is to use the McAfee Virtual
Technician (MVT). This is an automated tool, accessible from the ServicePortal and designed to determine if your
McAfee products are installed, updated, and working correctly. An easy-to-follow interface allows for a seamless
experience. Issues are proactively diagnosed and resolved where appropriate.
For detailed information on how to use MVT and a list of supported products, see:
https://mvt.mcafee.com/mvt/Documents/WalkThruGuide/en-us/MVTWalkThroughGuide.pdf
Search the KnowledgeBase – The McAfee KnowledgeBase contains over 15,000 articles and provides a quick and
easy way to find resolutions to issues. It offers a powerful search feature and quick links to top searches, recently
added content, common issues, and the ability to create your own list of favorite articles.
To begin a search, type a question and click Ask. Then filter the search results using the facets on the left side of the
page. For additional tips on how to effectively search the KnowledgeBase, click Tips under the Ask button.
If you are logged in to the ServicePortal, you can subscribe to an article or make it one of your Favorites. When you
subscribe to an article, you receive an email whenever the article is updated. To set up a Subscription, open the article
and click Subscribe at the top of the page. Subscriptions expire 90 days from the date that you subscribed. To renew
or cancel a subscription, click My Subscriptions on the right side of the page, then click Renew or Unsubscribe
beside the article name.
Gold Support Handbook
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Setting an article as a Favorite creates a link to it under My Favorites on your view of the KnowledgeBase home page.
You can save up to 20 articles as Favorites. To save an article as a Favorite, open the article and click Add to
Favorites at the top of the page. To remove an article from your Favorites, click My Favorites on the right side of the
page, then click Remove beside the article name.
Browse the KnowledgeBase
–
In addition to searching, you can also choose to browse the KnowledgeBase by
product and version. This view allows you to see the most recent articles for your products without the need to type
search terms and filter results.
Read Product documentation – Click the Product Documentation link from the ServicePortal main page to access
the documentation for all McAfee products. Click the link for your product that says Non-English Documentation to
see product documents in languages other than English.
View Tutorials – You can view video tutorials on product installation and configuration that illustrate some of the top
technical issues related to McAfee products. Tutorials provide a narrated step-by-step approach that shows the
screens during the process.
McAfee Community
The McAfee Community enables you to connect with other customers to learn and share solutions about McAfee
products. Community members can post discussions, form user groups, share documents, and write blog posts. You
must register to post, so join today!
http://community.mcafee.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 committed to delivering world-class customer service and support. We have partnered with industry leader
Walker Information as part of our Customer Feedback Program. This program includes Customer Satisfaction Surveys.
There is the potential for a survey at the closure of any service request. The request for the web-based survey will be
delivered via an email invitation from
support@walkerinfo.com
Before Requesting Help Online or by Phone
. The information in the survey is confidential and is used
only for improvements in the service that McAfee provides and to ensure that you are satisfied with the service you
received. Survey information is not shared with any entity outside of McAfee.
To help us resolve your issue as quickly as possible, please ensure that you have the following information:
•
Technical Support Grant Number
•
Geographic location of the software installation
•
Detailed description of the problems or errors
•
Description of the hardware that the software is installed on, including the serial number or service tag where
applicable (hardware must meet published McAfee specifications)
•
Name and versions of any operating system, network, and software running with the McAfee software,
including patches and fixes
Each new service request receives a service request number that you can use to track the status of your issue – from
the ServicePortal, by chat, or by phone. Use the service request number for all queries you have regarding your issue,
as it will help us respond more quickly.
Gold Support Handbook
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Chat Support and Remote Assistance
One of McAfee’s innovations in security support is providing live online chat with technicians. You can use chat to
check the status of existing cases or work with a technician for interactive problem solving. Presently, chat support is
offered in English only and is not available for all products.
After you initiate a chat session, a chat window opens and gives a status on where you are in the queue. The chat
window allows you to discuss your issue with a technician, and it also allows you to send files to the engineer.
To receive chat support, log in to the ServicePortal and select Chat With a Technical Support Agent from the options
under Interactive Support: Manage Service Requests
With your permission, McAfee engineers can also open a remote console connection to view your desktop and work
directly with you to diagnose and resolve issues.
on the lower portion of the page.
Online Service Requests
To create a new Service Request, log in to the ServicePortal and click Submit a Service Request under Interactive
Support
Features of the system allow you to:
. Complete all of the required fields by entering the issue details. The more information provided, the better
McAfee Technical Support will be able to assist in finding a solution.
•
Set a severity level when you create the ticket
•
Upload attachments such as log files, screen captures, and network diagrams
•
Update requests with comments
•
Receive proactive email 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 Service Requests under Interactive
Support. The Check My Open Service Requests link lists the cases that you have logged with McAfee Technical
Support that are currently open and active. View details for a specific service request by clicking it on the status screen.
In the Updates
Phone Support and Global Contact Information
section, you can see comments added by Support or add information that may help us resolve your
issue.
Your Gold Technical Support contract includes telephone access to technical support 24 hours a day, 365 days a year.
This service is provided in local languages on a commercially reasonable basis during business hours, and in English
at other times. Local language phone support may not be available for all products.
Support phone numbers around the world
Check the McAfee web site at
https://www.mcafee.com/us/about/contact/index.html for the latest Technical
Support telephone number in your country.
Quality assurance through our Witness program
McAfee Technical Support strives to provide the best possible service and has invested in a comprehensive call
management tool that enables management and the business excellence team to recover all details regarding a specific
case. The Witness tool records data as it is entered into our system, including engineers’ keystrokes and mouse
positions, and it synchronizes this with the recorded call or chat session. This information is used to provide feedback
to our engineers for training on best practices.
Gold Support Handbook
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Customer Service
If you have non-technical questions regarding your contract, such as recalling a forgotten Grant Number or licensing
queries, you can contact Customer Service via telephone or online submission, or review the most common customer
issues at:
https://www.mcafee.com/us/medium/support/customer_service/top_issues.html
Frequently Asked Questions about products formerly provided by Secure Computing can be found at:
.
https://www.securecomputing.com/index.cfm?skey=297
Response Charter
Gold Technical Support customer calls begin at the Tier I support level and receive a service request number to
manage the resolution of the issue. We attempt to resolve every issue. Unresolved customer issues are evaluated
based on severity and priority of resolution. Based on this information, they are assigned an impact level value.
If tier resources have been exhausted or the issue is assigned a high-impact level, it is escalated to successive tiers as
needed for resolution. Each tier in the McAfee support organization will use all available resources to resolve the
customer issue. These processes apply to all service requests that are escalated within the McAfee Technical Support
organization.
Severity definitions
McAfee defines the “severity” of an 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
request.
Severity 1—Business has stopped
•
Your organization cannot conduct business or business is severely impacted
•
The product is not functioning
•
Internet connectivity or email flow has stopped
•
Your organization is unable to provide available virus protection to the network
•
There is no viable workaround for this issue
Severity 2—Business is severely impeded
•
Your organization’s business is impeded but can continue to operate
•
A major product feature, such as reporting or updating, is not functioning
•
There are widespread symptoms across your organization’s infrastructure
•
Issues include installation failures, conflicts with major brand software, or specific email flow problems
•
Your organization is generally able to provide available virus protection to the network, but specific resources
cannot be updated
Severity 3—Business is impacted, but your organization can function normally
•
Your organization’s ability to conduct business is not affected
•
Symptoms affect a single system or isolated parts of the environment
•
Specific functionality is not working
Severity 4—Business is not affected, but there are noticeable problems
•
Your organization’s ability to conduct business is not affected
•
Symptoms affect only a few systems
•
Functionality loss has an easy workaround
Gold Support Handbook
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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.
Gold Support Handbook
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Keeping Your Products Current
A Gold Technical Support contract entitles you to the latest version of your McAfee products, access to the Global
Solutions Lab, malware analysis, Threat Center resources and notifications, and TrustedSource.org.
Download Software Updates
McAfee constantly enhances its products to combat new attacks and prevent data loss. Regularly upgrading your
products ensures that your systems have the maximum level of protection. It also minimizes the possibility of
encountering an issue that has already been addressed in a later version.
To check for available software updates (patches, upgrades, daily DATs, signature files, and agent files), log into the
ServicePortal (https://mysupport.mcafee.com) and click Product Patches under Self-Service. You can sort the list of
Patches by any of the table headings (Name, Modified, etc,) and navigate through the list using the Next and Prev
buttons.
For large network deployments, McAfee ePolicy Orchestrator® (ePO™) can be used to automate distribution of
applications and virus definitions to multiple nodes on the network. For instructions on how to deploy updates via
ePolicy Orchestrator, see the ePolicy Orchestrator Product Guide.
Note to owners of products formerly provided by Secure Computing:
To check for available software patches and upgrades, go to
https://www.securecomputing.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 interface, such as the Dynamic Spam
Classifier, TRU, TrustedSource Web Database, URL Filter Database, Anti Virus Engine and Signatures, Spam Filter
Rules, Proactive Scanning Database, and Certificate Revocation Lists.
Activations
Some network security products require activations. Go to https://www.securecomputing.com/index.cfm?skey=231 to
begin using the software.
Hardware Updates and Support
McAfee Hardware Technical Support provides a maintenance program for service and repair of McAfee appliances.
There are several Hardware Support Programs available to assist customers with the peace of mind to have their
appliance diagnosed quickly in the event of a failure or other issue. For more information on McAfee Hardware
Support, see:
http://mcafee.com/us/local_content/datasheets/hardware_support_user_guide.pdf
Support Notification Service
The Support Notification Service (SNS) can deliver product information to you by email — End of Life, patch and
upgrade notifications, threat reports, DAT notices, and critical alerts that may require immediate attention. This
information can help you get the most out of your McAfee security investment — and help you avoid problems by
keeping you up to date.
For more information on SNS, see
https://kc.mcafee.com/corporate/index?page=content&id=KB67828.
To sign up for SNS, go to
https://my.mcafee.com/content/SNS_Subscription_Center.
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Global Solutions Lab
The Global Solutions Lab (GSL) gives you hands-on access to test McAfee products in a virtual environment before
deploying them in a live network. Register using your email address at
https://www.mcafeegsl.com
The GSL includes upgrade environments for many McAfee products. These environments allow you to walk through a
full product upgrade to familiarize yourself with any changes and enhancements and to mitigate any possible issues
you might encounter.
.
End of Life Policy
To make sure that we’re delivering the most innovative and cost-effective products to customers, we may periodically
choose to discontinue specific products. Some reasons for discontinuing products are:
•
New technology emerges, which allows for increased functionality and economy.
•
A product has reached the end of its natural life cycle.
•
Customer demand for the product 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 it moves through its life cycle. We aim to set expectations and keep you informed about the level of support you can
expect to receive.
When we announce a product end of sale, we include a transition plan for customers. The product then begins end-of-full-
service support and end-of-life transition periods. We recommend that you move to a newer product, a recommended
alternative product, or custom support. During the end-of-life period, McAfee will meet existing support agreements.
All end-of-life, end-of-sale, and end-of-full-service support information is posted on the McAfee ServicePortal web site.
The McAfee end-of-life terms and conditions are located at:
http://www.mcafee.com/common/media/mcafeeb2b/support/terms/Support_Policy-Product_Support_EOL.pdf
A list of supported products and versions is located at:
https://www.mcafee.com/us/enterprise/support/customer_service/end_life.html
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Security and Malware Resources
McAfee offers a wide variety of resources and tools to help you understand and combat threats to your networks and
desktops.
Understanding DAT Files
Many McAfee products require definition files, or DATs. The DATs contain the information that the anti-malware
engine requires to properly detect threats and clean infections. The table below describes the various types of DAT
files and when they are issued or used.
DAT type Description
Daily DAT
The daily DATs contain only the latest virus information (with no scan engine) and are
updated on a daily basis. Daily DAT files are downloaded automatically by your McAfee
products. If you need to download a copy of the latest daily DATs, go to
http://www.mcafee.com/apps/downloads/security_updates/dat.asp.
SuperDAT A SuperDAT is a one step executable update for your regular DAT files and the anti-
malware engine used by your product. A SuperDAT can be used to update the DATs and
engine when other update methods have failed or if a system must be taken off the network.
To download SuperDATs, go to
http://www.mcafee.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 limited false positive testing and are
recommended for use primarily on high risk systems or when an infection is not detected by
the daily DATs. To download Beta DATS, go to
http://vil.nai.com/vil/averttools.aspx.
Extra.DAT
Extra.DATs are temporary definition files delivered directly by McAfee Labs in response to
submitted malware that is not yet covered in the daily DAT files. Extra.DATs are intended to
provide emergency coverage until the new malware can be incorporated into the daily
DATs. Extra.DATs automatically expire and are deleted when the extra detections are
added to the daily DATs.
Malware Analysis
If you suspect that your system has been compromised by a virus, McAfee recommends that you submit the samples
of the suspect files for analysis by McAfee Labs.
For more information and instructions, see the articles below:
•
KB68030 - How to submit samples to McAfee Labs through the McAfee ServicePortal or Platinum Portal
•
KB53094 - Troubleshooting procedure for finding possible infected files (issue: when virus not detected)
•
KB67411 - How to submit a possible false or misclassified sample file to McAfee Labs
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Threat Center Resources and Notifications
The McAfee Threat Center contains a comprehensive list of top vulnerabilities and threats. It also contains links to
useful tools for virus removal and McAfee Foundstone
®
tools that can simulate a vulnerable site to highlight common
weaknesses. Visit the McAfee Threat Center at
https://www.mcafee.com/us/threat_center/default.asp.
The McAfee Threat Center includes:
•
Sage
journal
•
—McAfee Labs’ security journal, which provides insights into future security threats
McAfee AudioParasitics
•
—Podcasts on the latest threats
McAfee Labs blog
•
—Blogs from McAfee malware researchers
Current malware and vulnerability descriptions
—Rankings on the latest threats
You can also sign up for email notifications:
•
McAfee Labs Threat News- McAfee Labs Threat News is a notification about the latest information regarding
threats that reach Low-Profiled, Medium, Medium-On-Watch, High, or High-Outbreak assessment levels.
Details on the classification of threat levels are available at
https://www.mcafee.com/us/threat_center/outbreaks/virus_library/risk_assessment.html
.
Sign up for McAfee Labs Threat News at
https://vil.nai.com/vil/join_list.aspx
.
•
McAfee Labs Security Advisories - McAfee Labs Security Advisories 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://www.mcafee.com/us/threat_center/securityadvisory/signup.aspx.
•
McAfee Labs DAT notification service
McAfee Labs DAT notifications inform you when DATs are ready to download. Every Monday through Friday,
McAfee Labs posts the latest DATs to ensure that your product contains the most up-to-date detection and
repair capabilities. In the event a security threat is discovered and McAfee Labs assigns a risk assessment to
the threat that is Medium or above, you will be notified of the emergency DAT posting.
Sign up for the McAfee Labs DAT notification service at
https://vil.nai.com/vil/signup_DAT_notification.aspx.
TrustedSource.org
TrustedSource.org provides precise information about email sender reputation by domain and IP address. It provides
you with a view into current and historical reputation and sending patterns of sends, as well as analytical information
such as country of origin, network ownership, and hosts for known senders within each domain.
It also provides a URL checking tool that provides status, categorization, and web reputation information for URLs in
the TrustedSource Web Database (URLs organized into categories and reputation ratings for use in web filtering
policies). You can also suggest categorization changes for URLs.
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13
Premium Support Offerings
McAfee Premium Technical Support programs deliver critical expert technical assistance for complex enterprises.
Our premium support programs provide personalized product support, solutions planning assistance, proactive
advice. Personalized support advocacy provides direct intercession on the customer’s behalf by leveraging any or all
resources as required to resolve the customer’s issue rapidly. Personalized, responsive support is just a phone call
away with access throughout the business day, and after hours for Severity 1 and 2 issues. Proactive planning
assistance offers recommendations to improve your security deployment to address potential security threats before
they impact your business.
In addition to the benefits listed for each offering below, all customers with Gold Select Technical Support and above
are granted access to the McAfee Platinum Portal instead of the ServicePortal.
For additional information, see
http://mcafee.com/us/support/support_benefits.html.
Gold Select
Our entry-level premium support offering provides all of the benefits of Gold Technical Support, and introduces you to
McAfee Product Support Specialists, who are accustomed to working in corporate enterprise environments. McAfee
Gold Select Technical Support quickly aligns you with the proper resource for your product issue on a case-by-case
basis. Their expertise and security knowledge ensure that your complex issues are resolved quickly to mitigate risk to
your business infrastructures.
Platinum
Platinum Support Account Management delivers critical expert support for complex global enterprises. A premium
support solution covering a single 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 to complex technical issues.
Our McAfee Platinum Technical Support offering provides the benefits of Gold Select Technical Support, and
introduces you to a McAfee Support Account Manager (SAM)—your advocate and single point of contact at McAfee.
Your SAM provides personalized product support, solutions planning assistance, proactive advice, and direct
intercession on your behalf, while leveraging the proper McAfee Product Specialists for the fastest possible resolution
to complex technical issues.
Platinum Select
Platinum Select Support Account Management delivers critical expert support for complex global enterprises. A
premium support solution covering all McAfee products, Platinum Select provides a centralized global account
management through regional SAMs and assigned technical product specialists to provide around-the-clock security
around the world.
By leveraging our support Product Specialists worldwide, we resolve issues faster, anytime, anywhere. We will provide
you with complete product, technical, and problem-solving expertise when and where you need it.
Platinum Select Plus
Platinum Select PLUS Support Account Management delivers critical expert support for complex global enterprises.
Our most comprehensive support solution covering all McAfee products, Platinum Select PLUS provides a dedicated
Support Account Manager (SAM) co-located at the customer’s site, regional SAMs, and assigned technical product
specialists.
Other Support Offerings
McAfee also offers many other services to meet the needs of your business. From direct access to our malware
researchers to assistance with implementing your new security solutions, McAfee will work with you to ensure your
success.
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14
Maximum Access
Many large or highly visible organizations, especially marquis brands and governments, face individualized threats that
can only be countered with specialized research and tools. For maximum security and continuous compliance, you
need to be sure you thoroughly understand and proactively mitigate risks from these attacks. Only by keeping threats
away from your infrastructure can you be certain that your network, applications, and data are safe. McAfee Maximum
Access offers two ways to enhance your technical support with dedicated, personalized attention from the world’s
leading security research team, McAfee Labs.
Maximum Access Onsite
The McAfee Labs research team becomes an extension of your internal security organization with one full-time
researcher onsite. This expert creates a conduit to McAfee Labs for relevant guidance, insight, and resources to help
you keep pace with the ever-changing threat landscape.
Maximum Access On-Call
You gain dedicated access to a specified number of hours of a McAfee Labs researcher’s time each quarter. Additional
hours in a quarter are available at an hourly rate. This expert will be your direct pipeline to McAfee Labs threat
research and expertise. If needed, your dedicated on-call McAfee Labs team member will be available to travel onsite
for an additional fee.
Professional Services
McAfee Professional Services and McAfee Security Alliance Partners can help you quickly realize the full value of your
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 configured security product could result in reduced protection,
increased vulnerability to attack and degradation of system performance.
McAfee Professional Services consultants have extensive experience in deploying McAfee products. You can rest
assured that you will receive the optimal solution for your company’s needs.
Our seasoned consultants are backed by the entire McAfee organization. They have immediate access to product
developers, experts in our support organization, and other experts who have had experience with similar deployments.
McAfee Product Education
Learn the real-world skills you need to effectively fight today’s attacks and tomorrow’s threats. McAfee Product
Education combines hands-on experience with expert instruction so you can get the most from your McAfee security
products.
Foundstone Consulting
Our expert consultants help you build a strong foundation for long-term security. Drawing from our deep and broad
experience, we address security issues from both a business and technology perspective. As your strategic security
resource, we deliver measurable protection for your business.
Foundstone Education
Give your in-house security team the tools and methodologies they need to defend your business. Foundstone
combines interactive classroom demonstrations with hands-on labs. Your students leave armed with a real-world
understanding of critical security issues, and how to address them.
For more information about McAfee Professional Services and education, see:
Gold Support Handbook
15
http://www.mcafee.com/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_feedback@mcafee.com. We welcome your feedback!
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