McAfee Gold Technical Support
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Customer Satisfaction
Witness program
McAfee Technical Support strives to provide the best possible service to its customers and has invested in a comprehensive call
management tool that enables management and the business excellence team to recover all details regarding a specific case.
The Witness tool stores a recording of the data entry as it is entered into our system, including keystrokes and mouse
positions, and synchronizes this with the recorded voice or chat call. This information is used to provide feedback to our
engineers for training on best practices. Customers who are not satisfied with the way their call has been handled can also
request that a manager review their case.
Service request closure survey
Every time a service request is submitted to McAfee, we will track this issue. When the service request is resolved to your
satisfaction, we will ask an independent third-party research company (Walker Information, Inc.) to send you a survey to
complete. Surveys are available in all languages that McAfee supports.
The information in this survey is totally confidential and will not be passed on to any company outside of McAfee. This
information will help us improve the service we offer, and, at the same time, will act as a safeguard to ensure that you are
happy with the service that you receive.
The survey process is monitored through a closed-loop process tool that is used to make sure that we are communicating
with customers who have asked for further communication from our management team.
Metrics and responses from these surveys are analyzed weekly and feedback is provided to support management, product
management, engineering, and sales. We implement measurable actions based on key business drivers.
This email will be sent from
and will reference “McAfee, Inc., Support Evaluation” in the subject field.
Feedback on this document
If you would like to see additional information included in this guide or you discover any errors, please contact us at
. We welcome your feedback!
Useful Information
End-of-life policy for commercial products
To make sure that we’re delivering the most innovative and cost-effective products to customers, we may periodically
choose to discontinue specific products.
Some of the reasons for discontinuing products are:
• New technology allows for increased functionality and economy
• A product has reached the end of its natural life cycle
• There has been very low customer demand for the product and supporting it is not an effective use of development resources
McAfee product management establishes product end of life to clearly outline the level of support a product will receive as
it moves through its life cycle. We aim to set expectations and keep customers informed about the level of support they can
expect to receive.
When product end of sale is announced, a transition plan for customers will be included. The product then begins end-of-
full-service support and end-of-life transition periods. We recommend that you move to a new product, a recommended
alternative product, or custom support. During the end-of-life period, McAfee will meet existing customer support agreements.
