Specifications

Gold Technical Support Handbook
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 narrated instructions that show the product interface during each step.
Download Software Updates
– After you register and log in to the ServicePortal, you can download software updates, daily
DATs, signature files, and agent files to ensure that your products are protected from the latest threats.
Access Global Solutions Lab – Visit the Global Solutions Lab (GSL) for a live test environment, allowing pre-deployment
testing of product installations and upgrades. For more information on the GSL, go to:
http://mcafeegsl.com.
McAfee Global Solutions Lab
Interactive Support
nceChat and Remote Assista - McAfee provides live online chat with
ians. You can use chat to work with a
With your permission, McAfee engineers can open a remote console
to view your desktop and better understand the issue. In cases where
you prefer to be walked though a solution, you can give the McAfee
engineer further rights to take control of the remote desktop and show
you the solution.
experienced support technic
technician for interactive problem solving or to follow up on an existing
Service Request. Presently, chat support is offered in English only. To
receive chat support, log in to the ServicePortal and select Chat With a
Technical Support Agent under the
Interactive Support section on the
lower right. After you initiate a chat session, a chat window will open and
display your status in the queue. From here you can discuss your issue in
detail and send any related files to your support technician.
Chat with a Technical Support Agent
Remote Assistance
McAfee Gold Technical Support Handbook Page 6 of 14