McAfee Gold Technical Support
4
Getting Started
As a new customer, you may wish to print this guide and forward it to colleagues who might require support under your
support contract.
Accessing Gold Technical Support
The Grant Number
Your McAfee Gold Technical Support Grant Number is your proof of a valid support contract and should be kept in a safe
place. If you lose your Grant Number, it may take significantly longer to submit a support call or access online content from
the McAfee web site.
If you have non-technical questions regarding your contract, you can contact Customer Service via telephone or online submission,
or review the most common customer issues at
http://www.mcafee.com/us/medium/support/customer_service/top_issues.html
Staying up to date
As part of the Gold Technical Support contract, you are entitled to the latest versions of your McAfee products. Those
products should be upgraded as quickly as possible to ensure that systems have the maximum level of protection. For anti-
virus products, it is also necessary to download the latest malware signature (DAT) files. Information about updating and
upgrading your software can be found in the
Product upgrades
and
Product updates
section of this document.
Due to the ever-evolving threats in today’s networking environment, McAfee recommends that you deploy the latest
versions of software. The
End-of-life
section of this document tells you where you can go to find out when support will
end on previous versions of McAfee’s products.
Please also ensure that the number of nodes covered by the Grant Number correctly matches the number of nodes on which
you are deploying the software, as failing to do this could result in a violation of your McAfee contract.
Maximizing Your Security
Due to the ever-evolving threat from attack and data loss, McAfee is constantly enhancing its products to ensure that you
receive the maximum protection. Staying up to date with the latest products also minimizes the potential of encountering
an issue that has already been addressed in a later version. We understand that customers need to be very comfortable with
product enhancements and so we deliver tools such as the Global Solutions Lab to walk through an installation or upgrade
in a standalone environment before deploying in a live network.
Product downloads and upgrades
Gold Technical Support customers may download the latest versions of the software they have purchased, and see which
have active Gold Technical Support. This service is included with your support contract and provides maximum security for
systems by providing protection from the very latest threats.
You can check for available software at
https://secure.nai.com/apps/downloads/my_products/login.asp
. Entering a valid
Grant Number at this site will display the software entitled to support under that contract, which can then be downloaded
for installation.
Customers who have purchased McAfee Total Protection Service solutions can use their registration email address and the
password they were sent with their welcome letter to download their products directly from the McAfee SecurityCenter at
https://www.mcafeeasap.com/intl/EN/asp_home/myaccount.asp
Specific instructions for deploying your product can be found in the McAfee KnowledgeBase, along with video tutorials that
provide a step-by-step walkthrough of the procedure.
An example video can be seen at
http://knowledge.mcafee.com/solution/mcafee/tutorials/epo/epo_3.5_rev_vse8_checkin_w-
