At McAfee our mission is to help our customers prevent problems, resolve issues quickly, and maximize their security investment.
Business critical, complex environments can be challenging for IT Security teams to keep protected from the hundreds of new threats discovered daily, and the increased risk of data theft. Award-winning McAfee® Technical Support helps you maximize uptime; solve problems quickly and efficiently, keeping your business safe. Security is not just about purchasing the right solutions, it’s about making sure those solutions keep your business secure.
|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.)|
|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|
|Direct access to specialists for all your products|
|Enhanced escalation strategy|
|Enhanced SMS alerting services|
|Assigned Support Account Manager||Resident|
|Product planning and protection analysis|
|Regular case and business reviews|
|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|
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.
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.
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.