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The pillars of the Premier Success Plan
The Premier Success Plan focuses on three key outcomes for customers: helping you proactively plan and maintain your McAfee solutions, managing your operational risk, and seeing a sustained value over time.
Continuous planning and maintenance
We provide strategic support and advice on products and solutions that are right for your business, help plan upgrades, and monitor service requests when opened, escalated, and resolved, to provide continuous planning and maintenance for your McAfee solutions. A key component is a Customer Success Manager, a trusted advisor who provides strategic support to help you plan upgrades, conduct ongoing assessments, monitor tickets as they are opened, and more. Additionally, an Assigned Technical Contact provides a holistic view of security issues and trends to improve escalation and situation management.
Operational risk management
We’re focused on minimizing security risk and being your first responder if a security breach occurs. Besides phone-based support, we are improving web-based support and knowledge management. We are also moving beyond traditional case management, where tickets are worked on individually, by providing a holistic view of security issues across your environment, enabling faster and more efficient technical support. Additionally, a senior Technical Support Engineer provides the expertise you need in a single point of contact, ensuring more effective escalation and situation management, service-level goals for response, and updates for critical cases.
Sustained value realization
We’re committed to helping you maximize your security investments across people, process, and technology. Getting the most out of your McAfee solution starts with product training—both eLearning and in-classroom courses—to help you deploy, manage, and optimize your McAfee solution. We’ll help your team get baseline training, earn advanced certifications, and identify areas where your organization can grow its knowledge. Regular optimization services encompass health checks, readiness assessments, and Foundstone strategic workshops, while optional custom workshops address timely topics such as data privacy and cloud security that are most critical to your business.
Premier Success Plan features
- Assigned Customer Success Manager
- Direct access to Technical Support Engineers
- Assigned technical contact
- 24/7 phone support
- On-site case and technical reviews
- Education and training services
- Structured solution success plans
- Enhanced service level goals (SLGs)
- Malware trend webcasts and blogs
- Daily product updates and upgrades
- Web and phone support with remote desktop access
- Automatic diagnostic and remediation tools
- Best practices videos and guides
- Online ServicePortal and knowledge center
- Support Notification Service (SNS) automated alerting service
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