McAfee Gold Business Support Handbook McAfee Gold Business Support Handbook Version 1-2011
McAfee Gold Support Handbook i Contents Getting Started 2 Grant Number 2 Setting up your ServicePortal Account 2 Checking your Entitlements 2 Deploying your Products 3 Deployment Assistance Tools 3 Downloading Your Products 3 Staying Protected 5 Alerts 5 Online Resources 6 Getting Help 8 Customer Service 8 Online Technical Resources 8 Assisted Technical Support 11 Response Charter 14 Premium Support Offerings 16 Additional Services 17 Feedback on This Document 18
McAfee Gold Business Support Handbook 1 Welcome to McAfee Gold Business Support. Our goal is to help you get the most from your products and provide your organization the best possible security. McAfee Support helps you combat today’s threats , provides best practices to deploy and maintain your products, and addresses potential issues quickly and efficiently so you can focus on your business.
McAfee Gold Support Handbook 2 Getting Started McAfee provides a wide range of tools and resources to help you get the most from your products and ensure that any problems are resolved as quickly as possible. Grant Number Your Grant Number is the key to obtaining the benefits of your McAfee support, including product downloads, updates, access to the McAfee Technical Support ServicePortal and Technical Support Technicians. You should receive your Grant Number by email after purchasing a McAfee product.
McAfee Gold Support Handbook 3 Deploying your Products Deployment Assistance Tools Before installing a product McAfee recommends users review the tools available within the McAfee ServicePortal https://mysupport.mcafee.com to assist you in making your product deployment and configuration as easy as possible.
McAfee Gold Support Handbook 4 McAfee Downloads Portal McAfee software can be downloaded from the McAfee Downloads portal. Authenticate with your Grant number to display all of the products available for download under your support contract. http://www.mcafee.com/us/downloads/ Patches and Hotfixes Software updates for most McAfee products are available from the ServicePortal. Click the Download Product Updates link under Self-Service.
McAfee Gold Support Handbook 5 Staying Protected To keep you up to date on the latest threats and product updates, McAfee offers a number of alerting services and online resources. Alerts Support Notification Service The Support Notification Service (SNS) delivers product information to you by email — End of Life, patch and upgrade notifications, threat reports, DAT notices, and critical alerts that require immediate attention.
McAfee Gold Support Handbook 6 Online Resources McAfee Threat Center The McAfee Threat Center provides 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.
McAfee Gold Support Handbook 7 Online Access to Definition 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.
McAfee Gold Support Handbook 8 Getting Help Customer Service Non-technical questions regarding licensing and support entitlements, such as recalling a forgotten Grant Number can be addressed by McAfee Customer Service via telephone or online submission, or review the most common customer issues at: http://www.mcafee.com/us/support/customer-service-faq.aspx Frequently Asked Questions about products formerly provided by Secure Computing can be found at: https://www.securecomputing.com/index.
McAfee Gold Support Handbook 9 How to Submit Virus or Malware Samples to McAfee Labs When submitting a sample to McAfee Labs for review, you may use either of two delivery methods: • McAfee ServicePortal This is the preferred method for McAfee Labs to receive submissions from customers. When you use this method we can process and respond to samples more rapidly. You’ll find instructions for using the McAfee ServicePortal/Platinum Portal in McAfee KnowledgeBase article KB68030.
McAfee Gold Support Handbook 10 Automatic Diagnosis and Remediation One of the quickest ways to resolve a technical problem is with McAfee Virtual Technician (MVT). This is an automated tool can determine if 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. MVT can be run remotely on a client device using ePolicy Orchestrator (ePO-MVT) https://kc.mcafee.
McAfee Gold Support Handbook 11 Assisted Technical Support If you require assistance from a Support Technician McAfee Gold Business Support provides Online Service Requests, Chat, and Telephone support.
McAfee Gold Support Handbook 12 Checking the Status of your Service Requests The McAfee ServicePortal offers several options for viewing the status of your Service Requests. • View My Open Service Requests • View All My Service Requests • View All My Company Service Requests Chat Support with Remote Assistance Log in to the ServicePortal to use chat support. You can use chat to check the status of existing cases or work with a technician for interactive problem solving.
McAfee Gold Support Handbook 13 Customer Feedback Program McAfee is committed to delivering world-class customer service and support and has partnered with industry leader Walker Information as part of our Customer Feedback Program. Customer Satisfaction Surveys are sent out at the closure of service requests in the form of a web-based survey delivered via an email invitation from support@walkerinfo.com. Not all service requests will generate surveys to limit the number of emails sent to a given customer.
McAfee Gold Support Handbook 14 Response Charter McAfee Gold Business Support customer Service Requests begin at the Tier I support level and are assigned a Service Request number to manage the resolution of the issue. We attempt to resolve every issue on the first call. Unresolved customer issues are evaluated based on severity and priority of resolution. Based on this information, they are assigned an impact level value.
McAfee Gold Support Handbook 15 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.
McAfee Gold Support Handbook 16 Premium Support Offerings McAfee strives to provide the highest level of service with McAfee Gold Business support but some customers with complex or mission critical environments can reduce their own internal support costs by choosing a more proactive and personalized support solution. Gold Enhanced Business Support Ideally suited for businesses with more complex security environments that could normally take longer to identify root causes and resolve problems.
McAfee Gold Support Handbook 17 Additional Services Solution Services Many customers do not have the time or resources to fully deploy their security products, McAfee Professional Services can help you quickly realize the full value of your McAfee security solution and accelerating your return on investment. Additionally an improperly configured security product could result in reduced protection, increased vulnerability to attack and degradation of system performance.
McAfee Gold Support Handbook 18 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! McAfee and/or additional marks herein are registered trademarks or trademarks of McAfee, Inc. and/or its affiliates in the US and/or other countries. All other registered and unregistered trademarks herein are the sole property of their respective owners. © 2011 McAfee, Inc.
