Gold Support Handbook
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Welcome to McAfee Gold Technical Support
McAfee® Gold Technical Support options help you make the most of your investment in McAfee security products. We
want you to get the most from your products throughout their life. Gold Technical Support provides you with trained and
certified security professionals who can direct you to the right information, tools, and programs. Our goal as the world’s
largest dedicated security company is to address potential issues quickly and efficiently help you combat today’s
threats so you can focus on the demands of your business.
You also get access to a variety of other services that are valuable throughout the life of your products:
NOTE:
Not all services are available for all products.
Product updates/upgrades
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Stay secure with the latest versions of your products – included with Gold Technical Support
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Protection from the latest threats with daily updates of anti-virus signature files
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New update notifications through the Support Notification Service
Online services
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Online KnowledgeBase for easy access to solutions
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McAfee Virtual Technician to resolve many common issues automatically
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Chat and web support for opening and monitoring cases
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Online documentation and FAQs for each product
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Video tutorials showing product demonstrations and configuration walkthroughs
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Notification of changes in open support service requests
Telephone access to skilled technicians
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Support that is available 24/7, whenever a problem or outbreak may occur
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Unlimited number of calls to McAfee Technical Support
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Regular updates on the status of open cases
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Support technicians who are certified with high-skill security qualifications
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Remote debugging and re-configuration tools for rapid fault resolution
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Support in 13 languages
Product evaluations
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Online McAfee Global Solutions Lab to test upgrades, new products, and new configurations
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Free trials of new products available for download
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New feature requests for enhancements to products
Outbreak analysis and alerts
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Submit spam or virus samples for analysis
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New threat notification
Support Terms and Conditions
For information on McAfee’s Support Terms and Conditions, see:
http://www.mcafee.com/us/support/support_terms_n_conditions.html
