User Guide

Contact and support information
82 Product Name
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
anannualbasiswhenyoupurchase aNetwork Associatesproduct,eitherwith
a subscription license or a one-year license.
The PrimeSupport Priority plan has these features:
• InNorthAmerica,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-Pacific region, 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. CentralTime
• Priorityaccess to technical support 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’llenjoy a
relationship with a support professional who is familiar withyour Network
Associatesproduct deployment and support history,and whowill call you at
an interval you designate to verify that you have the knowledge you need to
use and maintain Network Associates products.