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Hardware Support v1.4 User Guide

Page 15

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Содержание HARDWARE 1.4

Страница 1: ...McAfee Hardware Technical Support User Guide Version 1 4...

Страница 2: ...ATOR FIRST AID FOUNDSTONE GROUPSHIELD GROUPSHIELD AND IN KATAKANA INTRUSHIELD INTRUSION PREVENTION THROUGH INNOVATION MCAFEE MCAFEE AND IN KATAKANA MCAFEE AND DESIGN MCAFEE COM MCAFEE VIRUSSCAN NET TO...

Страница 3: ...Same Business Day 7x24 Hardware Support 12 McAfee Onsite Same Business Day 5x10 Hardware Support 12 Parts Only Service 12 Hardware Limited Warranty Document 12 Updating Location of Hardware 13 Support...

Страница 4: ...tion please contact your local sales representative for information on our Solutions Services You have purchased Hardware Support This document gives you a good understanding of the benefits to which...

Страница 5: ...d for part replacement 9 If helpful McAfee Technical Support will be happy to assist you in liaising with your local support provider 9 Parts only costs are included EMEA only labor costs also include...

Страница 6: ...cafee com us enterprise support index html Engaging Hardware Support 1 Call or email McAfee Technical Support 2 Give us your Grant and Hardware Serial Numbers 3 McAfee Technical Support will guide you...

Страница 7: ...d to check for available software https secure nai com apps downloads my_products login asp Deployment of product upgrades across multiple nodes can be carried out simply using the ePolicy Orchestrato...

Страница 8: ...files that can be found in the download section of the ServicePortal http www mcafee com apps downloads security_updates dat asp SuperDat Files The SuperDat file automates the process of loading the l...

Страница 9: ...nance releases are available to users only once a user logs into the McAfee ServicePortal https mysupport mcafee com eservice_enu start swe Once a user logs in the ServicePortal on the main page click...

Страница 10: ...ens of the patches it is possible to move backwards by clicking on the left facing arrow Users can also query for the specific name of a patch that they may have been instructed to download and apply...

Страница 11: ...Global Solutions Lab are video tutorials There are two main videos available The first is a high level overview of the solution and the second is a detailed step by step walkthrough showing the config...

Страница 12: ...ng that any major mistakes can simply be resolved by closing down the environment and starting again These environments consist of a clean operating system with installation files ready for deployment...

Страница 13: ...Avert Labs Threat News McAfee Avert Labs Threat News is an email notification to inform subscribers of the latest information regarding threats that reach Low Profiled Medium Medium On Watch High or...

Страница 14: ...A Five 5 Business Day Ship Hardware Support Advanced Replacement Return Materials Authorization RMA Five 5 Business Day Ship provides i if McAfee confirms a Hardware Defect then McAfee will ship using...

Страница 15: ...Hardware repair or replacement and iii Customer shall be entitled to all parts of like or better quality and labor necessary to repair or replace the Hardware at no additional charge Parts Only Servi...

Страница 16: ...d location information for hardware immediately upon its removal Subject to the same level of service being available in the new location Please contact McAfee or your reseller for specific advice If...

Страница 17: ...McAfee Virtual Technician is the Am I Up To Date Tool that checks to see if the latest version of the product is installed and if one is protected against the latest threats MVT is presently available...

Страница 18: ...solutions to issues This search can then launch a Guided or Advanced search This page also contains links to Recently Added Content and What s Popular Simple Search The simple search is a quick way to...

Страница 19: ...se 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 hard...

Страница 20: ...status and follow up on existing cases be made but also it is an excellent way to submit a new Service Request Presently chat support is only offered in English To request a chat session simply log in...

Страница 21: ...est the ability to share your screen to enable us to better diagnose your issue This can operate in two modes the first just enables the technician to view your screen and they can then talk you throu...

Страница 22: ...equest using the ServicePortal the user must be logged in and select Interactive Support Manage Service Requests on the lower portion of the page Once selected it is possible to create a new Service R...

Страница 23: ...n order for you to add your preferred reseller to the Service Request your preferred reseller must be a member of the McAfee SecurityAlliance Partner Program As a Gold Support customer you also have t...

Страница 24: ...to remember your local toll free number Toll free numbers where available can be found in Contact Information section of this document or online at the following address http www mcafee com us about c...

Страница 25: ...be viewed by clicking on the desired case from the status screen Updates are visible in the Updates Section and you can add information that may help McAfee resolve your issue You can also upload att...

Страница 26: ...issue will be escalated to Avert Analysts http www webimmune net More information about WebImmune can be found at https www webimmune net faqs asp This was the first Internet virus security scanner th...

Страница 27: ...eId SAL_Public command sho w forward nonthreadedKC kcId NAI33333 Response Charter Gold Support comprises of three Tiers of support All cases are initially handled in Tier 1 by a skilled technician who...

Страница 28: ...equest The charter also provides the maximum duration a Service Request can be open before it is automatically escalated to the next tier The times stated below are based on McAfee handle times and do...

Страница 29: ...or updating Widespread symptoms across company s infrastructure Includes installation failures conflicts with major brand software or specific mail flow issue Customer is generally able to provide av...

Страница 30: ...out Periods 9 Alert Reliability Failover Re Dial Resend E Mail etc 9 Mail Server Down Customer Side 9 Voice List Server Recovery McAfee Side 9 9 Alert Service Cost Free Annual Subscription Optional Se...

Страница 31: ...ffer comprehensive Professional Services around the globe The goal of McAfee s Professional Services organization is to ensure via delivery of consulting and education services that our customers deri...

Страница 32: ...pectations and communicate with customers the level of support they can expect to receive When product End of Sale is announced a transition plan for customers will be included The product then begins...

Страница 33: ...nced at least 6 months prior to the effective End of Sale date Full Service Support After End of Sale has been announced Full Service Support includes available maintenance and technical support To re...

Страница 34: ...n all languages that McAfee Support The information in this survey is completely confidential and will not be passed on to any company outside of McAfee This information will allow us to improve the s...

Страница 35: ...recording of the data entry as it is entered into our system including keystrokes mouse positions and synchronizes this with the recorded voice or chat call This information is used to provide feedbac...

Страница 36: ...5 5624 44 870 9110010 Italy 02 45281511 Luxembourg 04 0666 15671 Netherlands 0900 2020546 Norway 00 800 6247 7463 815 00 414 00 800 1225 5624 Poland 00 800 311 1314 00 44 870 9110010 00 800 311 1314 P...

Страница 37: ...cifictel 1 800 999 171 ask Sprint for 866 608 6995 Ecuador Andinatel 1 999 171 ask Sprint for 866 608 6995 Guatemala 9999 195 ask Sprint for 866 804 9041 Honduras 8000 121 ask Sprint for 866 608 6998...

Страница 38: ...rt Contact Information For Gold Support customers download the Gold Support User Guide at http www mcafee com us local_content datasheets gold_support_user_guide pdf Gold Support User Guide http www m...

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