Datasheet

McAfee Gold Support Handbook 14
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Response Charter
McAfee Gold Business Support customer Service Requests begin at the Tier I support level
and are assigned a Service Request number to manage the resolution of the issue. We
attempt to resolve every issue on the first call. Unresolved customer issues are evaluated
based on severity and priority of resolution. Based on this information, they are assigned an
impact level value.
If tier resources have been exhausted or the issue is assigned a high-impact level, it is
escalated to successive tiers as needed for resolution. Each tier in the McAfee Support
organization will use all available resources to resolve the customer issue. These processes
apply to all Service Requests that are escalated within the McAfee Technical Support
organization.
Escalation and response times
Depending on the severity level, the McAfee response charter sets out clear guidelines as to
how frequently you’ll be contacted by our technicians about the status of a service request.
The charter also provides the maximum duration a Service Request can be open before it is
automatically escalated to the next tier.
Severity
Tier I
Response
(Phone)
Tier I Escalation
to Tier II
Tier II Escalation
to Tier III
Tier III Escalation to
Development
Status
Updates
1. Business has
stopped
Average under
5 minutes
30 minutes 30 minutes 4 hours Continuous
phone bridge
2. Business is
severely impeded
Average under
5 minutes
2 hours 2 hours 6 hours Hourly
3. Business
impeded
but functioning
Average under
5 minutes
3 days 5 days 5 days Daily
4. Business not
affected, symptoms
exist
Average under
5 minutes
10 days 15 days 25 days Weekly
5. Request for
information
Average under
5 minutes
15 days 20 days 30 days Every two
weeks