User Guide

User’s Guide 323
Network Associates Support Services
The PrimeSupport Priority plan
ThePrimeSupportPriorityplangivesyouround-the-clocktelephoneaccessto
essential product assistance from experienced Network Associates technical
support staff members. You can purchase the PrimeSupport Priority plan on
anannualbasiswhenyoupurchaseaNetworkAssociatesproduct,eitherwith
a subscription license or a one-year license.
The PrimeSupport Priority plan has these features:
• InNorth America,unlimitedtoll-freetelephoneaccesstotechnicalsupport
from Monday through Friday, 8:00 a.m. to 8:00 p.m. Central Time
• In Europe, the Middle East, and Africa, unlimited telephone access to
technicalsupport,atstandardlong-distanceorinternationalrates,Monday
through Friday, from 9:00 a.m. to 6:00 p.m. local time
• In the Asia-Pacificregion,unlimited toll-free,telephone access to technical
support, Monday through Friday, from 8:00 a.m. to 6:00 p.m. AEST
• In Latin America, unlimited telephone access to technical support, at
standard long-distance or international rates, Monday through Friday,
from 9:00 a.m. to 5:00 p.m. Central Time
• Priority access to technicalsupport staff members during regular business
hours
• Responses within one hour for urgent issues that happen outside regular
business hours, including those that happen during weekends and local
holidays
• Unrestricted, 24-hour-per-day online access to technical solutions from a
searchable knowledge base within the Network Associates website
• Electronic incident and query submission
• Technical documents, including user’s guides, FAQ lists, and release notes
• Data file updates and product upgrades via the Network Associates
website
The PrimeSupport Enterprise plan
The PrimeSupport Enterprise plan gives you round-the-clock, personalized,
proactive support from an assignedtechnicalsupport engineer. You’ll enjoya
relationship with a support professional who is familiar with your Network
Associates product deployment and support history, and who will call you at
an interval you designate to verify that you have the knowledge you need to
use and maintain Network Associates products.