Specifications

Gold Technical Support Handbook
Malware Analysis
If you suspect that your system has been compro recommends that you submit the infected file for
analysis by McAfee’s Avert Labs response team. There are three submission methods, described at
http://vil.nai.com/vil/submit-sample.aspx
mised by a virus, McAfee
.
For detailed information on submitting virus samples, see:
https://kc.mcafee.com/corporate/index?page=content&id=KB50388
.
NOTES:
•
Please
DO NOT
submit viral samples to McAfee Gold Support. Make all malware submissions directly to Avert labs
prior to contacting McAfee Gold Support.
•
When contacting Gold Support for assistance with a virus submission, please have the Analysis ID ready and
provide it to the Gold engineer.
•
Gold Technical Support will work on your behalf to obtain a status on your submission.
Threat Center Resources and Notifications
The McAfee Threat Center contains a comprehensive list of top vulnerabilities and threats. It also contains links to useful tools
for virus removal and McAfee Foundstone
®
tools that can simulate a vulnerable site to highlight common weaknesses. Visit
the McAfee Threat Center at http://www.mcafee.com/us/threat_center/default.asp
.
You can also sign up for email notifications:
•
McAfee Avert Labs Threat News
-
McAfee Avert Labs Threat News is a notification about the latest information
regarding threats that reach Low-Profiled, Medium, Medium-On-Watch, High, or High-Outbreak assessment levels.
Sign up at: http://vil.nai.com/vil/join_list.aspx
.
Details on the classification of threat levels are available at:
http://www.mcafee.com/us/threat_center/outbreaks/virus_library/risk_assessment.html
.
•
McAfee Avert Labs Security Advisories
-
McAfee Avert Labs Security Advisories are notifications created by the
global research team to map high-profile threats to the McAfee technologies that protect your environment. Sign up
at: http://www.mcafee.com/us/threat_center/securityadvisory/signup.aspx.
•
McAfee Avert Labs DAT notification service
- McAfee Avert Labs DAT notifications inform you when DATs are
ready to download. Every Monday through Friday, McAfee Avert Labs posts the latest DATs to ensure that your
product contains the most up-to-date detection and repair capabilities. In the event a security threat is discovered and
Avert Labs assigns a risk assessment to the threat that is Medium or above, Avert Labs will notify you of the
emergency DAT posting. Sign up at: http://vil.nai.com/vil/signup_DAT_notification.aspx
.
Phone Support and Global Contact Information
Your Gold Technical Support contract includes telephone access to support 24 hours a day, 365 days a year. This service is
provided in local languages, on a commercially reasonable basis during business hours, and in English at other times.
Languages supported
-
Cantonese, Dutch, English, French (European and Canadian), German, Italian, Japanese, Korean,
Mandarin, Portuguese (Latin American), Spanish (European), Spanish (Latin American), Swedish, Thai.
Support phone numbers around the world
-
Check the McAfee web site at for the current Technical Support telephone
number in your country. http://www.mcafee.com/us/about/contact/index.html
.
McAfee Gold Technical Support Handbook Page 8 of 14