Gold Support Handbook
7
Customer Service
If you have non-technical questions regarding your contract, such as recalling a forgotten Grant Number or licensing
queries, you can contact Customer Service via telephone or online submission, or review the most common customer
issues at:
https://www.mcafee.com/us/medium/support/customer_service/top_issues.html
Frequently Asked Questions about products formerly provided by Secure Computing can be found at:
.
https://www.securecomputing.com/index.cfm?skey=297
Response Charter
Gold Technical Support customer calls begin at the Tier I support level and receive a service request number to
manage the resolution of the issue. We attempt to resolve every issue. Unresolved customer issues are evaluated
based on severity and priority of resolution. Based on this information, they are assigned an impact level value.
If tier resources have been exhausted or the issue is assigned a high-impact level, it is escalated to successive tiers as
needed for resolution. Each tier in the McAfee support organization will use all available resources to resolve the
customer issue. These processes apply to all service requests that are escalated within the McAfee Technical Support
organization.
Severity definitions
McAfee defines the “severity” of an issue based on how it impacts your ability to conduct business. A severity code is
associated with all service requests, failures, and enhancement requests to indicate the impact and the urgency of the
request.
Severity 1—Business has stopped
•
Your organization cannot conduct business or business is severely impacted
•
The product is not functioning
•
Internet connectivity or email flow has stopped
•
Your organization is unable to provide available virus protection to the network
•
There is no viable workaround for this issue
Severity 2—Business is severely impeded
•
Your organization’s business is impeded but can continue to operate
•
A major product feature, such as reporting or updating, is not functioning
•
There are widespread symptoms across your organization’s infrastructure
•
Issues include installation failures, conflicts with major brand software, or specific email flow problems
•
Your organization is generally able to provide available virus protection to the network, but specific resources
cannot be updated
Severity 3—Business is impacted, but your organization can function normally
•
Your organization’s ability to conduct business is not affected
•
Symptoms affect a single system or isolated parts of the environment
•
Specific functionality is not working
Severity 4—Business is not affected, but there are noticeable problems
•
Your organization’s ability to conduct business is not affected
•
Symptoms affect only a few systems
•
Functionality loss has an easy workaround
