McAfee Gold Technical Support User Guide Version 2.3
McAfee Inc. © 2006 Gold Support v2.3 User Guide Page 7Global Support Lab The Global Support Lab provides customers with hands-on access to real e
McAfee Inc. © 2006 Gold Support v2.3 User Guide Page 8 Types of Environment The Global Support Lab offers a variety of different options and benef
McAfee Inc. © 2006 Gold Support v2.3 User Guide Page 9Notifications As a McAfee customer, you can receive the benefits of the McAfee Avert® Labs to
McAfee Inc. © 2006 Gold Support v2.3 User Guide Page 10Getting Help McAfee provides a wide range of tools and resources to ensure your problems ca
McAfee Inc. © 2006 Gold Support v2.3 User Guide Page 11Non-Technical Support Available on this page are links to Customer Service for inquiries tha
McAfee Inc. © 2006 Gold Support v2.3 User Guide Page 12 To gain the maximum benefit users should log in to the ServicePortal using the navigation pa
McAfee Inc. © 2006 Gold Support v2.3 User Guide Page 13Interactive Support If our Self Support options are unsuccessful at resolving your issue, y
McAfee Inc. © 2006 Gold Support v2.3 User Guide Page 14Support Tools McAfee Virtual Technician Customers who are experiencing problems with McAfe
McAfee Inc. © 2006 Gold Support v2.3 User Guide Page 15 Searching the Knowledgebase By clicking on Search the KnowledgeBase, you can query over 10,
McAfee Inc. © 2006 Gold Support v2.3 User Guide Page 16Advanced Search The advanced search option allows keywords to be searched in different field
McAfee Inc. © 2006 Gold Support v2.3 User Guide Page iiCOPYRIGHT Copyright © 2006 McAfee, Inc. All Rights Reserved. No part of this publication may
McAfee Inc. © 2006 Gold Support v2.3 User Guide Page 17 Chat Support Chat Support is found by logging into the ServicePortal and selecting from the
McAfee Inc. © 2006 Gold Support v2.3 User Guide Page 18 Once a request has been submitted, a chat window opens and gives a status on where you are i
McAfee Inc. © 2006 Gold Support v2.3 User Guide Page 19ServicePortal Service Request Submission To submit a Service Request using the ServicePorta
McAfee Inc. © 2006 Gold Support v2.3 User Guide Page 20 To create a new Service Request, complete all of the required fields by entering the issue d
McAfee Inc. © 2006 Gold Support v2.3 User Guide Page 21Phone Support Included in your Gold Support contract is unlimited telephone access to techni
McAfee Inc. © 2006 Gold Support v2.3 User Guide Page 22 Details of specific Service Requests can be viewed by clicking on the desired case from the
McAfee Inc. © 2006 Gold Support v2.3 User Guide Page 23 Malware Identification If you suspect that your system has been compromised by a virus then
McAfee Inc. © 2006 Gold Support v2.3 User Guide Page 24Escalation Requirements In the event that your Service Request needs to be escalated within
McAfee Inc. © 2006 Gold Support v2.3 User Guide Page 25Escalation and Response Charter Depending on the severity level, the McAfee response charter
McAfee Inc. © 2006 Gold Support v2.3 User Guide Page 26Severity Definitions Severity is a measure of the impact on a customer's ability to con
McAfee Inc. © 2006 Gold Support v2.3 User Guide Page iii Contents McAfee Gold Support...
McAfee Inc. © 2006 Gold Support v2.3 User Guide Page 27AVERT Virus News and AVERT DAT NotificationMSAS (McAfee Security Alerting Service)Alert Metho
McAfee Inc. © 2006 Gold Support v2.3 User Guide Page 28Platinum Support McAfee Platinum Technical Support is our most complete support offering, pr
McAfee Inc. © 2006 Gold Support v2.3 User Guide Page 29Useful Information End of Life Policy for Commercial Products To ensure McAfee development
McAfee Inc. © 2006 Gold Support v2.3 User Guide Page 30 McAfee Technical Support Hardware Support Policy The End of Sale date will be announced
McAfee Inc. © 2006 Gold Support v2.3 User Guide Page 31 To be eligible for Custom Support, McAfee Technical Support coverage must have been contin
McAfee Inc. © 2006 Gold Support v2.3 User Guide Page 32 Business Excellence Program McAfee Technical support strives to provide the best possibl
McAfee Inc. © 2006 Gold Support v2.3 User Guide Page 33Contact Information Please check the McAfee website for the latest Technical Support telepho
McAfee Inc. © 2006 Gold Support v2.3 User Guide Page 34Latin America Gold Technical Support & Customer Services Country Toll Free Argentina 0 8
McAfee Inc. © 2006 Gold Support v2.3 User Guide Page 35Asia Pacific Gold Technical Support & Customer Services Country Toll Free Australia 1 80
McAfee Inc. © 2006 Gold Support v2.3 User Guide Page 1McAfee Gold Support At McAfee Technical Support, our goal is to maximize security; ensuri
McAfee Inc. © 2006 Gold Support v2.3 User Guide Page 2Getting Started New customers may wish to print this guide and forward it to colleagues who
McAfee Inc. © 2006 Gold Support v2.3 User Guide Page 3 Maximizing your Security Due to the ever-evolving threat from attack and data loss, McAfee i
McAfee Inc. © 2006 Gold Support v2.3 User Guide Page 4 Automatic Updates with ePO or Protection Pilot For large network deployments ePolicy Orch
McAfee Inc. © 2006 Gold Support v2.3 User Guide Page 5Patches and Maintenance Releases Product patches and maintenance releases are available to us
McAfee Inc. © 2006 Gold Support v2.3 User Guide Page 6Available patches are listed in alphabetical order, so it may be necessary to click on the rig
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