McAfee Inc. © 2007
Hardware Support v1.4 User Guide
Page iii
Contents
Welcome to McAfee Hardware Support ................................................................... 1
Getting Started............................................................................................................ 1
Hardware Support Options ...........................................................................................2
The Grant Number .......................................................................................................3
Engaging Hardware Support ........................................................................................3
Updating Your Software ...............................................................................................3
Maximizing your Security .......................................................................................... 4
Product Upgrades ........................................................................................................4
Product Updates...........................................................................................................4
Global Solutions Lab ....................................................................................................8
Notifications................................................................................................................10
Hardware Support Descriptions ............................................................................. 11
Advanced Replacement RMA – Same Business Day Ship Hardware Support ..........11
Advanced Replacement RMA – Five (5) Business Day Ship Hardware Support .......11
McAfee Onsite - Next Business Day Hardware Support ............................................11
McAfee Onsite - 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 Tools ........................................................................................................... 14
McAfee Virtual Technician..........................................................................................14
Searching the Knowledgebase...................................................................................15
Requesting Help.........................................................................................................16
Chat Support ..............................................................................................................17
ServicePortal Service Request Submission ...............................................................19
Phone Support ...........................................................................................................21
Tracking Service Requests.........................................................................................21
Malware Identification.................................................................................................23
Escalation Requirements............................................................................................24
Response Charter..................................................................................................... 24
Escalation and Response Charter ..............................................................................25
Severity Definitions.....................................................................................................26
Optional Services ..................................................................................................... 27
McAfee Security Alerting Service (MSAS)..................................................................27
Platinum Support........................................................................................................28
Training and Consulting..............................................................................................28
Useful Information.................................................................................................... 29
End of Life Policy for Commercial Products ...............................................................29
Feedback....................................................................................................................31
Contact Information ....................................................................................................33
Additional Resources .................................................................................................35
