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McAfee Gold Support Handbook 16
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Premium Support Offerings
McAfee strives to provide the highest level of service with McAfee Gold Business support
but some customers with complex or mission critical environments can reduce their own
internal support costs by choosing a more proactive and personalized support solution.
Gold Enhanced Business Support
Ideally suited for businesses with more complex security environments that could normally
take longer to identify root causes and resolve problems. Gold Enhanced Business Support
provides all of the benefits of Gold Business Support, but also included direct access to
Product Specialists. Their expertise and security knowledge ensure that your complex
issues are resolved quickly to minimize risk to your business.
Platinum Enterprise Support
Enterprises
worried about business continuity and compliance need a higher level of
accountability and predictive support. An
assigned Support Account Manager (SAM)
provides personalized support, risk assessments, proactive advice, and escalation for
complex technical issues. Customers also gain the benefit of direct access to Product
Specialists for detailed technical assistance on their products.
Platinum Global Enterprise Support
Platinum Global Enterprise Support is ideal for multi-national organizations centrally
managed from a headquarters location. An assigned Global Support Account Manager
provides centralized account management in addition to Product Specialists in each region.
By leveraging our support Product Specialists worldwide, we resolve issues faster, anytime,
anywhere. We will provide you with complete product, technical, and problem-solving
expertise when and where you need it.
Platinum Large Enterprise Support
Tailored to large and complex organizations focused on minimizing disruptions and reducing
their total cost of ownership. The Large Support Account Manager acts as an extension to
your IT security team, working closely with them on solutions planning assistance, pre-
emptive advice, and direct intercession on your behalf for the fastest possible resolution to
complex technical issues. Assigned Product Specialists are on call to provide detailed
technical assistance when required.
Platinum Resident Enterprise Support
Organizations requiring the highest level of pre-emptive assistance to manage their complex
environments gain significant benefit from a dedicated Resident Support Account Manager
or Product Specialist embedded with their IT security team. An onsite expert can engage
directly with pre-deployment planning and best practice to maximize protection and minimize
risk.