Support Provider Specialization

Increase your margin potential by supporting your customers directly. The Support Provider Specialization is targeted at McAfee resellers that have demonstrated support capabilities, including support systems, a replication lab, and certified support engineers. The Support Provider Specialization enables you to provide authorized first- and second-level technical support to your end customers, with the assurance of a direct escalation path to third-level technical support engineers and advanced access to internal troubleshooting tools.

Requirements
  • Meet annual bookings threshold.
  • Provide Level 1 and 2 technical support.
  • Complete technical support training and certification.
  • Provide a case tracking system and defined escalation process.
  • Maintain a problem replication lab.
  • Meet minimum performance and business metrics on an ongoing basis.
Key Features
  • Compensation via rebates.
  • Direct access to third-level support product specialists.
  • Assigned partner support account manager.
  • Enhanced access to tools and training.
  • Pre-release access to products.

For more information, please contact us or read the McAfee Partner Program brochure.