McAfee Support Benefits
McAfee delivers proactive support and rapid response to meet your security needs. With McAfee support you get:
- Product upgrades and updates included as standard
- Journals and blogs on the latest threats and trends
- Alerting and remediation notifications to the latest threats
- Video and virtual environments for testing product upgrades and deployments
- Support Account Managers with premium support offerings
- Phone access any time of the day or night
- Average of under five minutes to reach an expert
- Unlimited support contacts
- Technicians undergo comprehensive product training as well as industry certifications
- Automated issue remediation tools that you and your users can access
- Majority of technicians based in United States and United Kingdom
Summary of Offerings
| Standard | Premium Support | |||||
|---|---|---|---|---|---|---|
| Features & Offerings | Gold Business Support | Gold Enhanced Business Support | Platinum Enterprise Support | Platinum Global Enterprise Support | Platinum Large Enterprise Support | Platinum Resident Enterprise Support |
| Daily product updates (.DATs, engines, etc.) |  |
|
|
|
|
|
| Product upgrades | |
|
|
|
|
|
| Malware alerts with remediation analysis | |
|
|
|
|
|
| Malware analysis service | |
|
|
|
|
|
| Malware trend podcasts and blogs | |
|
|
|
|
|
| Chat, web, and phone support with remote desktop control | |
|
|
|
|
|
| 24/7 phone support (normally under 5 minutes to expert) | |
|
|
|
|
|
| Automatic diagnostic and remediation tools | |
|
|
|
|
|
| Best practice videos and guides | |
|
|
|
|
|
| Online product test environments | |
|
|
|
|
|
| Product Specialists | | | | | |
|
| Direct access to specialists for all your products | |
|
|
|
|
|
| Enhanced escalation strategy | |
|
|
|
|
|
| Enhanced SMS alerting services | |
|
|
|
|
|
| Authorized contacts | 5 | 10 | 25 | 20 | Resident | |
| Assigned Support Account Manager | | | | Resident | ||
| Product planning and protection analysis | |
|
|
|
||
| Regular case and business reviews | |
|
|
|
||
| Risk assessments | |
|
|
|
||
| Technical onsite visits | |
|
|
Resident | ||
| Emergency onsite assistance | Up to 2 | Up to 2 | |
Resident | ||
| Global Account Management | |
|
|
|||
| Regular calls with McAfee Labs and Product Management | |
|
||||
Product Specialists
Multisite environments with hundreds of employees often invest in McAfee Product Specialists whose higher level of training and experience helps find and resolve complex issues faster.
Resident Onsite Resource
The deepest understanding of a company’s environment comes from a McAfee expert physically located at your facility to provide proactive guidance and rapid hands-on support.
Support Account Managers
Proactive support from a named McAfee Support Account Manager helps you better address issues before they become a problem. It provides a single McAfee point of contact for case management, ensuring that you are constantly protected.
Maximum Access
An assigned McAfee researcher on site or located at McAfee can help you understand how specific malware could impact your business. They can also write specific signatures to protect your unique infrastructure needs. Learn more.