Gold Support Handbook
5
Setting an article as a Favorite creates a link to it under
My Favorites
on your view of the KnowledgeBase home page.
You can save up to 20 articles as Favorites. To save an article as a Favorite, open the article and click
Add to
Favorites
at the top of the page. To remove an article from your Favorites, click
My Favorites
on the right side of the
page, then click
Remove
beside the article name.
Browse the KnowledgeBase –
In addition to searching, you can also choose to browse the KnowledgeBase by
product and version. This view allows you to see the most recent articles for your products without the need to type
search terms and filter results.
Read Product documentation
– Click the Product Documentation link from the ServicePortal main page to access
the documentation for all McAfee products. Click the link for your product that says
Non-English Documentation
to
see product documents in languages other than English.
View Tutorials
– You can view video tutorials on product installation and configuration that illustrate some of the top
technical issues related to McAfee products. Tutorials provide a narrated step-by-step approach that shows the
screens during the process.
McAfee Community
The McAfee Community enables you to connect with other customers to learn and share solutions about McAfee
products. Community members can post discussions, form user groups, share documents, and write blog posts. You
must register to post, so join today!
http://community.mcafee.com
Assisted Support
As a Gold Support customer, you also have access to a number of assisted support options including Chat and
Remote Assistance, Online Service Requests, and telephone.
McAfee is committed to delivering world-class customer service and support. We have partnered with industry leader
Walker Information as part of our Customer Feedback Program. This program includes Customer Satisfaction Surveys.
There is the potential for a survey at the closure of any service request. The request for the web-based survey will be
delivered via an email invitation from
Before Requesting Help Online or by Phone
. The information in the survey is confidential and is used
only for improvements in the service that McAfee provides and to ensure that you are satisfied with the service you
received. Survey information is not shared with any entity outside of McAfee.
To help us resolve your issue as quickly as possible, please ensure that you have the following information:
•
Technical Support Grant Number
•
Geographic location of the software installation
•
Detailed description of the problems or errors
•
Description of the hardware that the software is installed on, including the serial number or service tag where
applicable (hardware must meet published McAfee specifications)
•
Name and versions of any operating system, network, and software running with the McAfee software,
including patches and fixes
Each new service request receives a service request number that you can use to track the status of your issue – from
the ServicePortal, by chat, or by phone. Use the service request number for all queries you have regarding your issue,
as it will help us respond more quickly.
