User manual MCAFEE GOLD

[. . . ] McAfee Gold Support Handbook McAfee Gold Technical Support gives you rapid access to our experienced and highly skilled IT security support staff. Around-the-clock, live telephone support delivers emergency product and security assistance when you need it most. Along with access to McAfee's award-winning Technical Support ServicePortal, you receive 24/7/365 access to McAfee's certified technicians via phone and chat, online case creation and management, unlimited hardware and software updates and upgrades, online tutorials and installation guides, and access to our innovative evaluation environments using the McAfee Global Solutions Lab (GSL). Gold Support Handbook Welcome to McAfee Gold Technical Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Getting Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . [. . . ] Unresolved customer issues are evaluated based on severity and priority of resolution. If tier resources have been exhausted or the issue is assigned a high-impact level, it is escalated to successive tiers as needed for resolution. Each tier in the McAfee support organization will use all available resources to resolve the customer issue. These processes apply to all service requests that are escalated within the McAfee Technical Support organization. Severity definitions McAfee defines the "severity" of an issue based on how it impacts your ability to conduct business. A severity code is associated with all service requests, failures, and enhancement requests to indicate the impact and the urgency of the request. Severity 1--Business has stopped · · · · · · · · · · Your organization cannot conduct business or business is severely impacted 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 Your organization's business is impeded but can continue to operate A major product feature, such as reporting or updating, is not functioning There are widespread symptoms across your organization's infrastructure Issues include installation failures, conflicts with major brand software, or specific email flow problems Your organization is generally able to provide available virus protection to the network, but specific resources cannot be updated Severity 3--Business is impacted, but your organization can function normally · · · · · · Your organization's ability to conduct business is not affected Symptoms affect a single system or isolated parts of the environment Specific functionality is not working Severity 4--Business is not affected, but there are noticeable problems Your organization's ability to conduct business is not affected Symptoms affect only a few systems Functionality loss has an easy workaround 7 Gold Support Handbook Severity 5--Requests for information or feature modifications · · Requests for product documentation or other information that does not require troubleshooting and issue resolution Requests for modifications to the functionality or design of McAfee products Escalation and response times Depending on the severity level, the McAfee response charter sets out clear guidelines as to how frequently you'll be contacted by our technicians about the status of a service request. The charter also provides the maximum duration a service request can be open before it is automatically escalated to the next tier. Severity 1. Business impeded but functioning Tier I Response Immediate Tier I Escalation to Tier II 30 minutes Tier II Escalation to Tier III 30 minutes Tier III Escalation to Development 4 hours Status Updates Continuous phone bridge Hourly Immediate 2 hours 2 hours 6 hours Immediate 3 days 5 days 5 days Daily 4. Business not Immediate affected, symptoms exist 10 days 15 days 25 days Weekly 5. Request for information Immediate 15 days 20 days 30 days Every two weeks Escalation requirements In the event that your service request needs to be escalated within McAfee Technical Support, you will be asked to run the Minimum Escalation Requirements (MER) tool to gather the required log files for escalation. The support technician may also request further files or details on your installation. The information collected by the MER tool includes an MSD report (or other OS equivalent), event logs, McAfee registry keys, McAfee log files, and current McAfee . EXE files. After the tool collects the necessary data, it will create a . TGZ (compressed) file, which can then be sent to our technician to analyze or escalate. Download the latest version at: https://kc. mcafee. com/corporate/index?page=content&id=KB59385 For additional information on how to use the MER tool, see: http://mer. mcafee. com/enduser/lang/English/WebMERWalkthrough. pdf Due to limitations in some operating systems and other concerns, the MER tool is not available for all products. 8 Gold Support Handbook Keeping Your Products Current A Gold Technical Support contract entitles you to the latest version of your McAfee products, access to the Global Solutions Lab, malware analysis, Threat Center resources and notifications, and TrustedSource. org. Download Software Updates McAfee constantly enhances its products to combat new attacks and prevent data loss. Regularly upgrading your products ensures that your systems have the maximum level of protection. It also minimizes the possibility of encountering an issue that has already been addressed in a later version. To check for available software updates (patches, upgrades, daily DATs, signature files, and agent files), log into the ServicePortal (https://mysupport. mcafee. com) and click Product Patches under Self-Service. You can sort the list of Patches by any of the table headings (Name, Modified, etc, ) and navigate through the list using the Next and Prev buttons. For large network deployments, McAfee ePolicy Orchestrator® (ePOTM) can be used to automate distribution of applications and virus definitions to multiple nodes on the network. For instructions on how to deploy updates via ePolicy Orchestrator, see the ePolicy Orchestrator Product Guide. Note to owners of products formerly provided by Secure Computing: To check for available software patches and upgrades, go to https://www. securecomputing. com/index. cfm?skey=246. For evaluations, agents, plugins, and SDKs, go to https://www. securecomputing. com/index. cfm?skey=181. [. . . ] Your SAM provides personalized product support, solutions planning assistance, proactive advice, and direct intercession on your behalf, while leveraging the proper McAfee Product Specialists for the fastest possible resolution to complex technical issues. Platinum Select Platinum Select Support Account Management delivers critical expert support for complex global enterprises. A premium support solution covering all McAfee products, Platinum Select provides a centralized global account management through regional SAMs and assigned technical product specialists to provide around-the-clock security around the world. By leveraging our support Product Specialists worldwide, we resolve issues faster, anytime, anywhere. We will provide you with complete product, technical, and problem-solving expertise when and where you need it. Platinum Select Plus Platinum Select PLUS Support Account Management delivers critical expert support for complex global enterprises. [. . . ]