User Guide

Manual Name 83
Contact and support information
By calling in advance, your PrimeSupport Enterprise representative can help
to prevent problems before they occur. If, however, an emergency arises, the
PrimeSupport Enterprise plan gives you a committed response time that
assures you that help is on the way. You may purchase the PrimeSupport
Enterprise plan on an annual basis when you purchase a Network Associates
product, either with a subscription license or a one-year license.
With the PrimeSupport Enterprise plan, you get:
• Unlimited, toll-free telephone access to an assigned technical support
engineer on a 24-hour-per-day, seven-day-per-week basis, including
during weekends and local holidays.
NOTE:The availability of toll-free telephone support varies by
regionandisnotavailableinsomepartsofEurope,theMiddleEast,
Africa,and Latin America.
• Proactive support contacts from your assigned support engineer via
telephone or e-mail, at intervals you designate
• Committed responsetimes from yoursupport engineer, whowill respond
to pages within half an hour, to voice mail within one hour, and to e-mail
within four hours
• Assignablecustomer contacts, which allow youtodesignate fivepeoplein
your organization who your support engineer can contact in your absence
• Optional beta site status, which gives you access to the absolute latest
Network Associates products and technology
• 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
• Online data file updates and product upgrades
Ordering a corporate PrimeSupport plan
To order any PrimeSupport plan, contact your sales representative, or
• In North America, call Network Associates at [phone], Monday
through Friday from 8:00 a.m. to 7:00 p.m. Central Time. Press 3 on your
telephone keypad for sales assistance.
• In Europe, the Middle East, and Africa, contact your local Network
Associates office. Contact information appears near the front of this guide.