Datasheet

McAfee Gold Support Handbook 11
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Assisted Technical Support
If you require assistance from a Support Technician McAfee Gold Business Support
provides Online Service Requests, Chat, and Telephone support. To help us resolve your
issue as quickly as possible, please ensure that you have the following information
available:
• Technical Support Grant Number
• Geographic location of the software installation
• Detailed description of the problems or errors
• Description of the hardware that the software is installed on, including the serial
number or service tag where applicable (hardware must meet published McAfee
specifications)
• Name and versions of any operating system, network, and software running with the
McAfee software, including patches and fixes
• Minimum Escalation Requirements (MER) tool output (optional)
• If your service request needs to be escalated to a higher level of support you may be
asked for additional files or details on your installation.
Service Request Number
A Service Request Number will be created for each new case opened and should be quoted
on all queries regarding that request.
The status of open Service Requests can be viewed by logging into the ServicePortal
https://mysupport.mcafee.com and selecting “View my open Service Requests” under
“Interactive Support”.
Details for a specific service request can be viewed by clicking it on the status field. In the
Updates section, you can see comments added by Support or add information that may help
us resolve your issue.
Create an Online Service Request
To create a new Service Request, log in to the ServicePortal and click Create a Service
Request. Complete all of the required fields and attach any additional log files or information
that will assist your support technician.
Use the ServicePortal to submit non-critical issues. If you have a Severity 1 or 2 issue,
please use phone support.
A McAfee support technician should respond to your service request within 24 hours..
Depending on the complexity of the issue, the technician may contact you by phone.
McAfee Support will make three attempts to contact you, each at least one business day
apart. If we receive an out-of-office notification, we will postpone follow up attempts for that
period. After three unsuccessful attempts, we will assume that your issue is resolved and
send a notification that the request has been closed. You can call McAfee Support at any
time within the next 30 days to reopen the request.