McAfee GOLD - SUPPORT User Manual download pdf (Page 28)

Page 25

Escalation and Response Charter

Depending on the severity level, the McAfee response charter sets out clear guidelines as to

how frequently a customer should be contacted by our technicians on 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. The times stated below are based on McAfee handle

times and do not include the time a technician is waiting for a response from a customer.

The McAfee response charter also provides an increase in the severity level if a case has

been open for an excessive length of time to ensure maximum effort is applied to solving

outstanding issues.

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McAfee GOLD - SUPPORT User Manual Page 28