Gold Support Handbook
13
Premium Support Offerings
McAfee Premium Technical Support programs deliver critical expert technical assistance for complex enterprises.
Our premium support programs provide personalized product support, solutions planning assistance, proactive
advice. Personalized support advocacy provides direct intercession on the customer’s behalf by leveraging any or all
resources as required to resolve the customer’s issue rapidly. Personalized, responsive support is just a phone call
away with access throughout the business day, and after hours for Severity 1 and 2 issues. Proactive planning
assistance offers recommendations to improve your security deployment to address potential security threats before
they impact your business.
In addition to the benefits listed for each offering below, all customers with Gold Select Technical Support and above
are granted access to the McAfee Platinum Portal instead of the ServicePortal.
For additional information, see
http://mcafee.com/us/support/support_benefits.html
.
Gold Select
Our entry-level premium support offering provides all of the benefits of Gold Technical Support, and introduces you to
McAfee Product Support Specialists, who are accustomed to working in corporate enterprise environments. McAfee
Gold Select Technical Support quickly aligns you with the proper resource for your product issue on a case-by-case
basis. Their expertise and security knowledge ensure that your complex issues are resolved quickly to mitigate risk to
your business infrastructures.
Platinum
Platinum Support Account Management delivers critical expert support for complex global enterprises. A premium
support solution covering a single product family, the Platinum program provides personalized product support,
solutions planning assistance, proactive advice, and direct intercession on your behalf for the fastest possible
resolution to complex technical issues.
Our McAfee Platinum Technical Support offering provides the benefits of Gold Select Technical Support, and
introduces you to a McAfee Support Account Manager (SAM)—your advocate and single point of contact at McAfee.
Your SAM provides personalized product support, solutions planning assistance, proactive advice, and direct
intercession on your behalf, while leveraging the proper McAfee Product Specialists for the fastest possible resolution
to complex technical issues.
Platinum Select
Platinum Select Support Account Management delivers critical expert support for complex global enterprises. A
premium support solution covering all McAfee products, Platinum Select provides a centralized global account
management through regional SAMs and assigned technical product specialists to provide around-the-clock security
around the world.
By leveraging our support Product Specialists worldwide, we resolve issues faster, anytime, anywhere. We will provide
you with complete product, technical, and problem-solving expertise when and where you need it.
Platinum Select Plus
Platinum Select PLUS Support Account Management delivers critical expert support for complex global enterprises.
Our most comprehensive support solution covering all McAfee products, Platinum Select PLUS provides a dedicated
Support Account Manager (SAM) co-located at the customer’s site, regional SAMs, and assigned technical product
specialists.
Other Support Offerings
McAfee also offers many other services to meet the needs of your business. From direct access to our malware
researchers to assistance with implementing your new security solutions, McAfee will work with you to ensure your
success.
