McAfee VIRUSSCAN 4.5 -, Administrator'S Manual

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Administrator’s Guide 189
Network Associates Support Services
The PrimeSupport options described in the rest of this chapter are available
only in North America. To find out more about PrimeSupport, Training and
Consultancy options available outside North America, contact your regional
sales office. Contact information appears near the front of this guide.
Table E-1. Corporate PrimeSupport Plans at a Glance
Plan
Feature Knowledge
Center
Connect Priority Enterprise
Technical
support via
website Yes Yes Yes Yes
Software
updates Yes Yes Yes Yes
Technical
support via
telephone — Monday–Friday
North America:
8 a.m.–8 p.m. CT
Europe, Middle East,
Africa:
9am-6pm local time
Asia-Pacific:
8 a.m.-6 p.m. AEST
Latin America:
9 a.m.-5 p.m. CT
Monday–Friday, after
hours emergency
access
North America:
8 a.m.–8 p.m. CT
Europe, Middle East,
Africa:
9am-6pm local time
Asia-Pacific:
8 a.m.-6 p.m. AEST
Latin America:
9 a.m.-5 p.m. CT
Monday–Friday, after
hours emergency
access
North America:
8 a.m.–8 p.m. CT
Europe, Middle East,
Africa:
9am-6pm local time
Asia-Pacific:
8 am-6 p.m. AEST
Latin America:
9 a.m.-5 p.m. CT
Priority call
handling — — Yes Yes
After-hours
support — — Yes Yes
Assigned
support
engineer — — — Yes
Proactive
support — — — Yes
Designated
contacts — — — At least 5
Response
charter E-mail within
one business
day Calls answered in 3
minutes, response in
one business day Within 1 hour for
urgent issues after
business hours After hours pager: 30
minutes
Voicemail: 1 hour
E-mail: 4 hours