Specifications

Gold Technical Support Handbook
Welcome to McAfee Gold Technical Support!
McAfee
®
Gold Technical Support options help you make the most of your investment in McAfee security products. We want
you to get the most from your products throughout their life. Gold Technical Support provides you with global technical
support to help you install your McAfee solutions and ensure that they’re working properly, so that all of your locations around
the world stay protected.
You also get access to a variety of other services that are valuable throughout the life of your products:
Summary of Gold Technical Support Benefits
Product Updates and Upgrades
•
Stay secure with the latest versions of your products – included with Gold Technical Support
•
Maintain protection from the latest threats with daily updates of anti-virus signature files
•
New update notifications
Online Services
•
McAfee Virtual Technician to resolve many common issues automatically
•
Technical Support KnowledgeBase for fast, easy access to solutions
•
Chat and web support for opening and monitoring Service Requests
•
Browse Product documentation
•
Video tutorials of product demonstrations and configuration walkthroughs
•
Notification of changes in open support Service Requests
Support from Skilled Technicians
•
Support that is available 24/7, whenever a problem or outbreak may occur
•
Unlimited number of calls to McAfee Technical Support
•
Support technicians who are certified with high-skill security qualifications
•
Regular updates on the status of open cases
•
Remote debugging and re-configuration tools for rapid fault resolution
•
Support in 13 languages
Product Evaluations
•
Online McAfee Global Solutions Lab to test upgrades, new products, and new configurations
•
New feature requests for enhancements to products
Outbreak Analysis and Alerts
•
Submit spam or virus samples for analysis
•
New and updated threat notifications
McAfee Gold Technical Support Handbook Page 2 of 14