McAfee Inc. © 2007
Hardware Support v1.4 User Guide
Page 2
Hardware Support Options
Option Requirement
Process
Onsite Repair - Same
Business Day 7x24
Urgent onsite problem
resolution: Parts, labor and
service provided onsite
upon diagnosis, typically
with same day response.
9
Contact McAfee Technical Support for diagnosis.
9
If diagnosis determines a hardware fault, a McAfee service technician arrives at your
location typically within four hours upon diagnosis.
9
All parts, labor and service included.
Onsite Repair - Same
Business Day 5x10
Urgent onsite problem
resolution: Parts and labor
and service provided
onsite upon diagnosis,
typically with same
business day response.
9
Contact McAfee Technical Support for diagnosis.
9
If diagnosis determines a hardware fault, a service technician will be scheduled to arrive at
your location the same business day; if after 1 p.m. local time,
the service call may be scheduled for the next business day.
9
Service availability is Monday through Friday during local business, excluding weekends
and local national public holidays.
9
All parts, labor and service included.
Onsite Repair - Next
Business Day
Provides onsite problem
resolution: Parts and labor
provided onsite upon
diagnosis, typically with
next business day
response time.
9
Contact McAfee Technical Support for diagnosis.
9
If diagnosis determines a hardware fault, a service technician will be scheduled to arrive at
your location the next business day; if after 3 p.m. local time,
the service call will be scheduled within the next two business days.
9
Service availability is Monday to Friday during local business hours before 3 p.m. local time,
excluding weekends and local national public holidays.
9
All parts, labor and service included.
Parts-Only Service
(Where Onsite-Service
is Unavailable)
Parts-only coverage
(EMEA-only labor costs
included)
Customer provides for
Local Authorized Service
arrangements
Variable response time
given a number of factors
9
Contact McAfee Technical Support for diagnosis.
9
If diagnosis determines a hardware fault, we will advise you of local authorized service
providers who can assist you with service arrangements as needed for part replacement.
9
If helpful, McAfee Technical Support will be happy to assist you in liaising with your local
support provider.
9
Parts only costs are included.
(EMEA-only: labor costs also included.)
Advanced
Replacement RMA -
Same Business Day
Ship
For rapid repair or
replacement of hardware --
replacement units and
components are sent
airfreight overnight
9
Contact McAfee Technical Support for diagnosis.
9
If diagnosis determines a hardware fault, McAfee will ship a replacement unit or part for
customer installation the same day using airfreight overnight shipping.
Diagnosis received
after 3 p.m. local Support Shipping Center times are considered as having been
received the following business day.
Delivery restrictions apply.
9
Removal of the failed product and replacement installation is your responsibility.
9
Replacement packaging will include instructions to return the failed product using the same
carton that contains the replacement.
9
McAfee pays all shipping.
Advanced
Replacement RMA –
Five (5) Business
Day Ship
For timely replacement of
hardware – Advanced
Replacement units and
components are sent
standard ground delivery
9
Contact McAfee Technical Support for diagnosis.
9
If diagnosis determines a hardware fault, McAfee will ship an advanced replacement unit
or part for customer installation within 5 days using standard ground freight shipping.
Calls received after 3 p.m. local Support Shipping Center times are considered as
having been received the following business day.
Delivery restrictions apply.
9
Removal of the failed product and replacement installation is your responsibility.
9
Replacement packaging will include instructions to return the failed product using the
same carton that contains the replacement.
9
McAfee pays all shipping.
IntruShield Spares
Service and
Purchase Options
Designed for organizations
whose high availability
needs exceed RMA Same
Business Day Ship service
option
9
Call McAfee Technical Support for diagnosis.
9
If the sensor is defective, immediately replace the sensor with the onsite Spare.
9
The spare may not be used for production, testing, failover or load balancing.
9
You will receive a RMA Same Day Shipping replacement Spare to replace the defective
sensor.
9
The Spares Service must be renewed annually.
9
The Spare assumes the Technical Support entitlements of the defective sensor.
