McAfee GOLD - SUPPORT User Manual Page 1

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