McAfee Inc. © 2007
Hardware Support v1.4 User Guide
Page 31
To be eligible for Custom Support, McAfee Technical Support coverage must have
been continuous for the duration that the customer owned the product. Custom
Support can only provide a best effort resolution to issues
Feedback
Service Request Closure Survey
On resolution to your satisfaction of a Service Request, McAfee will then initiate an
independent 3
rd
Party research company (Walker Information, Inc) to send you a survey to
complete. Surveys are available in 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 service we offer
while at the same time act as a safeguard to ensure that you are happy with the service that
you receive.
This is monitored through a closed-loop process tool that is used to ensure we are
communicating with those customers who have asked for further communication from our
management team.
Metrics and responses from these surveys are analyzed weekly and feedback provided to
Support Management, Product Management, Engineering, and Sales on results. We
implement measurable actions based off key drives.
