McAfee Inc. © 2007
Hardware Support v1.4 User Guide
Page 25
Escalation and Response Charter
Depending on the severity level, the McAfee response charter sets out clear guidelines as to
how frequently a customer should be contacted by our technicians on the status of a Service
Request.
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 not include the time a technician is waiting for a response from a customer.
The McAfee response charter also provides an increase in the severity level if a case has
been open for an excessive length of time to ensure maximum effort is applied to solving
outstanding issues.
