McAfee Inc. © 2007
Hardware Support v1.4 User Guide
Page 20
To create a new Service Request, 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.
With your permission, it is also possible to grant your preferred reseller access to your
Service Request. To provide the preferred reseller access, search for their name under the
Partner field, and select the appropriate reseller. Once selected, your preferred reseller will
be able to see the issue you have opened, and also add comments and upload attachments
or files that may help McAfee Technical Support resolve the Service Request.
In 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 the ability to remove the reseller’s access to your
Service Request at any time, simply by deleting the name listed in the Partner field. In this
way, you always control visibility to your company’s information.
Once the required fields are completed with the information about the issue, the online
system will initiate an integrated KnowledgeBase search to suggest possible solutions to your
Service Request.
Review these KnowledgeBase articles to see if there is an immediate answer to you inquiry.
If one of the articles addresses the Service Request, click “Self Resolved” to close the case.
If none of the articles is helpful, click “Submit” to send the Service Request on to the McAfee
Technical Support Team.
