Gold Support Handbook
2
Welcome to McAfee Gold Technical Support
............................................................................................... 3
Getting Support
............................................................................................................................................. 4
Grant Number
............................................................................................................................................................ 4
Online Self-Help
......................................................................................................................................................... 4
Assisted Support
........................................................................................................................................................ 5
Response Charter
......................................................................................................................................... 7
Severity definitions
..................................................................................................................................................... 7
Escalation and response times
.................................................................................................................................. 8
Escalation requirements
............................................................................................................................................ 8
Keeping Your Products Current
.................................................................................................................... 9
Download Software Updates
..................................................................................................................................... 9
Activations
................................................................................................................................................................. 9
Hardware Updates and Support
................................................................................................................................ 9
Support Notification Service
....................................................................................................................................... 9
Global Solutions Lab
................................................................................................................................................ 10
End of Life Policy
..................................................................................................................................................... 10
Security and Malware Resources
............................................................................................................... 11
Malware Analysis
..................................................................................................................................................... 11
Threat Center Resources and Notifications
............................................................................................................. 12
TrustedSource.org
................................................................................................................................................... 12
Premium Support Offerings
......................................................................................................................... 13
Gold Select
.............................................................................................................................................................. 13
Platinum
................................................................................................................................................................... 13
Platinum Select
........................................................................................................................................................ 13
Platinum Select Plus
................................................................................................................................................ 13
Other Support Offerings
.............................................................................................................................. 13
Maximum Access
..................................................................................................................................................... 14
Professional Services
.............................................................................................................................................. 14
Feedback on This Document
...................................................................................................................... 15
