User Guide

Administrator’s Guide 189
Network Associates Support Services
The PrimeSupport options described in the rest of this chapter are available
only in North America. To find out more about PrimeSupport, Training and
Consultancy options available outside North America, contact your regional
sales office. Contact information appears near the front of this guide.
Table E-1. Corporate PrimeSupport Plans at a Glance
Plan
Feature
Knowledge
Center Connect Priority Enterprise
Technical
support via
website
Yes Yes Yes Yes
Software
updates
Yes Yes Yes Yes
Technical
support via
telephone
— Monday–Friday
North America:
8 a.m.–8 p.m. CT
Europe, Middle East,
Africa:
9am-6pm local time
Asia-Pacific:
8 a.m.-6 p.m. AEST
Latin America:
9 a.m.-5 p.m. CT
Monday–Friday, after
hours emergency
access
North America:
8 a.m.–8 p.m. CT
Europe, Middle East,
Africa:
9am-6pm local time
Asia-Pacific:
8 a.m.-6 p.m. AEST
Latin America:
9 a.m.-5 p.m. CT
Monday–Friday, after
hours emergency
access
North America:
8 a.m.–8 p.m. CT
Europe, Middle East,
Africa:
9am-6pm local time
Asia-Pacific:
8 am-6 p.m. AEST
Latin America:
9 a.m.-5 p.m. CT
Priority call
handling
—— Yes Yes
After-hours
support
—— Yes Yes
Assigned
support
engineer
—— — Yes
Proactive
support
—— — Yes
Designated
contacts
—— — At least 5
Response
charter
E-mail within
one business
day
Calls answered in 3
minutes, response in
one business day
Within 1 hour for
urgent issues after
business hours
After hours pager: 30
minutes
Voicemail: 1 hour
E-mail: 4 hours