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McAfee Inc. © 2006 Gold Support v2.3 User Guide
Page iii
Contents
McAfee Gold Support................................................................................................. 1
Summary of Gold Support Benefits................................................................. 1
Getting Started............................................................................................................ 2
The Grant Number........................................................................................... 2
Updating Your Software .................................................................................. 2
Maximizing your Security .......................................................................................... 3
Product Upgrades............................................................................................ 3
Product Updates.............................................................................................. 3
Global Support Lab.......................................................................................... 7
Notifications ..................................................................................................... 9
Getting Help ..............................................................................................................10
Non-Technical Support.................................................................................. 11
Support Knowledgebase ...............................................................................11
Technical Support.......................................................................................... 11
Support Tools ...........................................................................................................14
McAfee Virtual Technician............................................................................. 14
Searching the Knowledgebase...................................................................... 15
Requesting Help............................................................................................16
Chat Support .................................................................................................17
ServicePortal Service Request Submission.................................................. 19
Phone Support............................................................................................... 21
Tracking Service Requests............................................................................ 21
Malware Identification.................................................................................... 23
Escalation Requirements...............................................................................24
Response Charter..................................................................................................... 24
Escalation and Response Charter................................................................. 25
Severity Definitions........................................................................................ 26
Optional Services .....................................................................................................27
McAfee Security Alerting Service (MSAS) ....................................................27
Platinum Support........................................................................................... 28
Training and Consulting................................................................................. 28
Useful Information.................................................................................................... 29
End of Life Policy for Commercial Products.................................................. 29
Feedback....................................................................................................... 31
Contact Information ....................................................................................... 33
- User Guide 1
- COPYRIGHT 2
- TRADEMARK ATTRIBUTIONS 2
- Contents 3
- McAfee Gold Support 4
- Getting Started 5
- Maximizing your Security 6
- Global Support Lab 10
- Notifications 12
- Getting Help 13
- Non-Technical Support 14
- Support Knowledgebase 14
- Technical Support 14
- Support Tools 17
- Searching the Knowledgebase 18
- Requesting Help 19
- Chat Support 20
- Phone Support 24
- Tracking Service Requests 24
- Malware Identification 26
- Response Charter 27
- Severity Definitions 29
- Optional Services 30
- Platinum Support 31
- Training and Consulting 31
- Useful Information 32
- Feedback 34
- Contact Information 36
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