Specifications

Gold Technical Support Handbook
Response Charter
Each Gold Technical Support interaction begins at the Tier I level and receives a unique Service Request number to track
resolution of the issue. Unresolved custom
er issues are evaluated based on severity and priority of resolution. Based on this
e.
high-impact level, it is escalated to successive tiers as
olution. Each tier in the McAfee support organization will use all available resources to resolve the customer
se processes apply to all Service Requests that are escalated within the McAfee Technical Support organization.
Severi
McAfee
associate res, and enhancement requests to indicate the impact and the urgency of the request.
Severity 1—Business has stopped
evaluation, they are assigned a numerical impact level valu
If Tier I resources have been exhausted or the issue is assigned a
needed for res
issue. The
ty Definitions
defines the severity of an issue based on how it impacts your ability to conduct business. A severity number is
d with all Service Requests, failu
everely impacted
• Your organization cannot conduct business or business is s
• 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
•
•
• The
• Issu
• Your ific resources cannot be
da
Severity
Your organization’s business is impeded but can continue to operate
A major product feature, such as reporting or updating, is not functioning
re are widespread symptoms across your organization’s infrastructure
es include installation failures, conflicts with major brand software, or specific email flow problems
organization is generally able to provide available virus protection to the network, but spec
up ted
3—Business is impacted, but your organization can function normally
r organization’s ability to conduct business is not affected
• You
• m
• e
Severity
Sy ptoms affect a single system or isolated parts of the environment
Sp cific functionality is not working
4—Business is not affected, but there are noticeable problems
r organization’s ability to conduct business is not affected
ptoms affect only a few systems
• You
• Sym
• Functionality loss has an easy workaround
Severity 5—You request information or a feature modification request (FMR)
• You request further information
• You request modification to products
McAfee Gold Technical Support Handbook Page 9 of 14