McAfee GOLD 1.0, Руководство пользователя

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McAfee Gold Technical Support
www.mcafee.com
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Response Charter
Gold Technical Support customer calls are initiated at the Tier I support level and are assigned a service request number to
manage the resolution of the issue. Every attempt is made to resolve the customer 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
Engineering/Product Management/
Manufacturing/Avert Labs
Tier III Gold Support Product Specialist Support Account Manager
Tier II Gold Support
Tier I Gold Support
Gold Customer Gold Select Customer Platinum/Platinum Select Customer
Escalation and response times
Depending on the severity level, the McAfee response charter sets out clear guidelines as to how frequently you’ll be
contacted by our technicians about 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.
Severity Tier I Response
Tier I Escalation
to Tier II Tier II Escalation
to Tier III Tier III Tier III
Escalation to Dev
Status Updates
1. Business has stopped Immediate 30 minutes 30 minutes 4 hours Continuous phone bridge
2. Business is severely impeded
Immediate 2 hours 2 hours 6 hours Hourly
3. Business impeded
but functioning
Immediate 3 days 5 days 5 days Daily
4. Business not affected,
symptoms exist
Immediate 10 days 15 days 25 days Weekly
5. Request for information Immediate 15 days 20 days 30 days Every two weeks