Datasheet

McAfee Gold Support Handbook 12
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Checking the Status of your Service Requests
The McAfee ServicePortal offers several options for viewing the status of your Service
Requests.
• View My Open Service Requests
• View All My Service Requests
• View All My Company Service Requests
Chat Support with Remote Assistance
Log in to the ServicePortal to use chat support. You can use chat to check the status of
existing cases or work with a technician for interactive problem solving. Currently, chat
support is offered in English only and is not available for all products.
After you initiate a chat session, a chat window opens and gives a status on where you are
in the queue. The chat window allows you to discuss your issue with a technician, and it also
allows you to send files to the engineer.
With your permission, McAfee technical support technicians can also open a remote
control/share connection to view your desktop and work directly with you to diagnose and
resolve issues.
Phone Support
McAfee Gold Business Support provides telephone access to our technical support
technicians 24 hours a day, 365 days a year. Commercially reasonable effort is made to
provide local language support in most countries during business hours, and in English at
other times. Local language phone support my not be available for all products. To use
phone support you will be asked to provide your McAfee Grant number.
Check the McAfee website at
https://www.mcafee.com/us/about/contact/index.html for the
latest Technical Support telephone numbers for your country.
Quality assurance through our Witness program
McAfee Technical Support strives to provide the best possible service and has invested in a
comprehensive call management tool that enables management and the business
excellence team to recover all details regarding a specific case. The Witness tool records
data as it is entered into our system, including engineers’ keystrokes and mouse positions,
and it synchronizes this with the recorded call or chat session. This information is used to
provide feedback to our engineers for training on best practices.