Gold Technical Support Handbook
Getting Started
As a new customer, you may wish to print this guide and forward it to any colleagues who might require support under your
support contract.
Grant Number
Your McAfee Gold Technical Support Grant Number is your proof of a valid support contract. Keep it in a safe place. If you
lose your Grant Number, it may take significantly longer when contacting support or submitting a Service Request online.
NOTE:
It is a violation of your McAfee contract to install software on more nodes or appliances that are covered by your Grant
Number.
Before Requesting Help Online or by Phone
To help us resolve your issue as quickly as possible, please ensure that you know the following information:
•
Technical Support Grant Number
•
Geographic location of the software installation
•
Detailed description of the problems or errors
•
Description of the hardware that the software is installed on, including the serial number or service tag where
applicable (Hardware must meet published McAfee specifications.)
•
Name and versions of any operating system, network, and software running with the McAfee software, including
patches and fixes
Each new Service Request receives a unique number that you can use to track the status of your issue – online, by chat, or
by phone. Use this Service Request number for all queries you have regarding your issue, as it will help us respond more
quickly.
Online Support and Services
McAfee provides a wide range of tools and resources to ensure your problems are resolved quickly and efficiently. These
tools include automated web-based solutions, self-help options, and interactive support around the clock.
McAfee ServicePortal
The
McAfee ServicePortal
(http://mysupport.mcafee.com) is your starting place for a comprehensive collection of support
tools, including the KnowledgeBase, product documentation, service request management, and software downloads. Make
sure you log in to get the most from the ServicePortal.
The first time you use the ServicePortal, create a user ID and password by clicking
New User
. You will be prompted for your
name, email address, Grant Number, and preferred language. Passwords must include uppercase characters, numbers, and
at least one special character. Your email address domain name (
) should match all other users registered
with that Grant Number. If you need to register with a different domain name, contact Customer Service.
If you purchased
McAfee Total Protection
™
Service
solutions, you can use the registration email address and password you
received with your welcome letter to download your products directly from the McAfee SecurityCenter at:
https://www.mcafeeasap.com/intl/EN/asp_home/myaccount.asp
.
McAfee Gold Technical Support Handbook Page 3 of 14
(135 Seiten)
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