McAfee Inc. © 2007
Hardware Support v1.4 User Guide
Page 17
Chat Support
Chat Support is found by logging into the ServicePortal and selecting from the options menu
under Interactive Support: Manage Service Requests on the lower portion of the page.
Chat Support has two main benefits
Quick and easy feedback on status updates
Interactive problem solving
One of McAfee’s key innovations in Security support is providing live online chat to technicians.
Not only can the 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 into the ServicePortal, select the link at the bottom of
the page for “Chat with a Technical Support Agent.”
With the user’s permission and acceptance of an agreement, McAfee engineers have the ability
to open a remote console and view a user’s desktop to understand the issue better. In cases
where customers are interested in being walked though a solution, the McAfee engineer can also
be given rights to take control of the remote desktop and show the user the solution.
