Gold Support Handbook
6
Chat Support and Remote Assistance
One of McAfee’s innovations in security support is providing live online chat with technicians. You can use chat to
check the status of existing cases or work with a technician for interactive problem solving. Presently, chat support is
offered in English only and is not available for all products.
After you initiate a chat session, a chat window opens and gives a status on where you are in the queue. The chat
window allows you to discuss your issue with a technician, and it also allows you to send files to the engineer.
To receive chat support, log in to the ServicePortal and select
Chat With a Technical Support Agent
from the options
under Interactive Support: Manage Service Requests
With your permission, McAfee engineers can also open a remote console connection to view your desktop and work
directly with you to diagnose and resolve issues.
on the lower portion of the page.
Online Service Requests
To create a new Service Request, log in to the ServicePortal and click
Submit a Service Request
under Interactive
Support
Features of the system allow you to:
. Complete all of the required fields by entering the issue details. The more information provided, the better
McAfee Technical Support will be able to assist in finding a solution.
•
Set a severity level when you create the ticket
•
Upload attachments such as log files, screen captures, and network diagrams
•
Update requests with comments
•
Receive proactive email notifications on open service requests
•
Change email settings and update account information in your user profile
To track the status of service requests, log in to the ServicePortal and see
Manage Service Requests
under Interactive
Support. The
Check My Open Service Requests
link lists the cases that you have logged with McAfee Technical
Support that are currently open and active. View details for a specific service request by clicking it on the status screen.
In the
Updates
Phone Support and Global Contact Information
section, you can see comments added by Support or add information that may help us resolve your
issue.
Your Gold Technical Support contract includes telephone access to technical support 24 hours a day, 365 days a year.
This service is provided in local languages on a commercially reasonable basis during business hours, and in English
at other times. Local language phone support may not be available for all products.
Support phone numbers around the world
Check the McAfee web site at
https://www.mcafee.com/us/about/contact/index.html
for the latest Technical
Support telephone number in your country.
Quality assurance through our Witness program
McAfee Technical Support strives to provide the best possible service 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 records data as it is entered into our system, including engineers’ keystrokes and mouse
positions, and it synchronizes this with the recorded call or chat session. This information is used to provide feedback
to our engineers for training on best practices.
