McAfee GOLD - SUPPORT User Manual download pdf (Page 15)

Page 12

To gain the maximum benefit users should log in to the

ServicePortal using the navigation pane on the left

hand side of the screen.

Creating an account

New users can create a ServicePortal account using

the link provided. You will be prompted for your name,

email address, Grant number and preferred language.

Please note that your email address domain name

(@mcafee.com, etc) should match all other users

registered with that Grant number. If you need to

Customer Services. (Passwords need to include

uppercase characters, numbers and at least one special character.)

Self Healing

One of the quickest routes to resolve a technical problem is to use the McAfee Virtual

Technician (MVT). This is a web-based automated tool designed to determine if your McAfee

products are installed, updated, and working correctly. An easy-to-follow interface allows for

a seamless experience. Issues are proactively diagnosed and resolved where appropriate.

For more information, please see McAfee Virtual Technician on page 14 of this document.

Self Service

To aid our customers in increasing their knowledge and ability to rectify issues themselves

McAfee provides a holistic environment targeted at Reading, Seeing and Doing.

Support by Reading

Quick links to KnowledgeBase articles, Product Documentation, and Frequently Asked

Questions are available to all users while the Attack Encyclopedia is also available to

registered customers

Support by Seeing

Users can view video tutorials on product installation/configuration that illustrates some of the

top technical issues related to McAfee products. A step-by-step approach is provided visually

capturing the screen during the process while a human voice explains each step for better

understanding and faster problem resolution.

Support by Doing

Registered customers can download software updates, daily DATs, signature files and agent

files to ensure their products can protect them from the latest threats. Users can also visit the

Global Support Lab for a live test environment, allowing pre-deployment testing of product

installations and upgrades.

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McAfee GOLD - SUPPORT User Manual Page 15