McAfee | GOLD - SUPPORT | McAfee Gold Technical Support

McAfee Gold Technical Support
McAfee Gold Technical Support
User Guide
Version 2.3
COPYRIGHT
Copyright © 2006 McAfee, Inc. All Rights Reserved.
No part of this publication may be reproduced, transmitted, transcribed, stored in a retrieval system, or translated into any language in
any form or by any means without the written permission of McAfee, Inc., or its suppliers or affiliate companies.
TRADEMARK ATTRIBUTIONS
ACTIVE FIREWALL, ACTIVE SECURITY, ACTIVESECURITY (AND IN KATAKANA), ACTIVESHIELD, CLEAN-UP, DESIGN (STYLIZED
E), DESIGN (STYLIZED N), ENTERCEPT, EPOLICY ORCHESTRATOR, FIRST AID, FOUNDSTONE, GROUPSHIELD,
GROUPSHIELD (AND IN KATAKANA), INTRUSHIELD, INTRUSION PREVENTION THROUGH INNOVATION, MCAFEE, MCAFEE
(AND IN KATAKANA), MCAFEE AND DESIGN, MCAFEE.COM, MCAFEE VIRUSSCAN, NET TOOLS, NET TOOLS (AND IN
KATAKANA), NETSCAN, NETSHIELD, NUTS & BOLTS, OIL CHANGE, PRIMESUPPORT, SPAMKILLER, THREATSCAN, TOTAL
VIRUS DEFENSE, VIREX, VIRUS FORUM, VIRUSCAN, VIRUSSCAN, VIRUSSCAN (AND IN KATAKANA), WEBSCAN, WEBSHIELD,
WEBSHIELD (AND IN KATAKANA) are registered trademarks or trademarks of McAfee, Inc. and/or its affiliates in the US and/or other
countries. The color red in connection with security is distinctive of McAfee brand products. All other registered and unregistered
trademarks herein are the sole property of their respective owners.
McAfee Inc. © 2006
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Contents
McAfee Gold Support................................................................................................. 1
Summary of Gold Support Benefits................................................................. 1
Getting Started............................................................................................................ 2
The Grant Number........................................................................................... 2
Updating Your Software .................................................................................. 2
Maximizing your Security .......................................................................................... 3
Product Upgrades............................................................................................ 3
Product Updates.............................................................................................. 3
Global Support Lab.......................................................................................... 7
Notifications ..................................................................................................... 9
Getting Help .............................................................................................................. 10
Non-Technical Support.................................................................................. 11
Support Knowledgebase ............................................................................... 11
Technical Support.......................................................................................... 11
Support Tools ........................................................................................................... 14
McAfee Virtual Technician............................................................................. 14
Searching the Knowledgebase...................................................................... 15
Requesting Help ............................................................................................ 16
Chat Support ................................................................................................. 17
ServicePortal Service Request Submission .................................................. 19
Phone Support............................................................................................... 21
Tracking Service Requests............................................................................ 21
Malware Identification.................................................................................... 23
Escalation Requirements............................................................................... 24
Response Charter..................................................................................................... 24
Escalation and Response Charter................................................................. 25
Severity Definitions........................................................................................ 26
Optional Services ..................................................................................................... 27
McAfee Security Alerting Service (MSAS) .................................................... 27
Platinum Support ........................................................................................... 28
Training and Consulting................................................................................. 28
Useful Information.................................................................................................... 29
End of Life Policy for Commercial Products .................................................. 29
Feedback ....................................................................................................... 31
Contact Information ....................................................................................... 33
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McAfee Gold Support
At McAfee Technical Support, our goal is to maximize security; ensuring systems are always
protected so our customers can concentrate on running their business.
To achieve this goal, we aim to provide rapid response to an issue or outbreak any time of
day or night by certified support technicians. Additionally, proactive support addresses the
latest threats and issues through product updates and upgrades.
This document should highlight the benefits Gold Support customers are entitled to and the
mechanisms to use those benefits.
Summary of Gold Support Benefits
Product Updates/Upgrades
ƒ Stay secure as the latest versions of your products are included with Gold support
ƒ Protection from the latest threats with daily updates of anti-virus signature files
Online Services
ƒ Online KnowledgeBase for easy access to solutions
ƒ McAfee Virtual Technician to automatically resolving many common issues
ƒ Chat and web support for opening and monitoring cases
ƒ Online documentation and FAQs for each product
ƒ Video tutorials showing product demonstrations and configuration walkthroughs
Telephone Access to Skilled Technicians
ƒ 24/7 support as you never know when a problem or outbreak may occur
ƒ Unlimited number of calls to support with no need for named contacts
ƒ Regular Updates on the status of open cases
ƒ All support engineers are certified with security qualifications
ƒ Remote debugging and re-configuration tools for rapid fault resolution
ƒ Support in 14 languages
Product Evaluations
ƒ Online Global Support lab to test upgrades, new products and new configurations
ƒ Download free trials of new products
ƒ New feature requests for enhancements to products
Outbreak Analysis
ƒ Submit Spam or Virus samples for analysis
Information
ƒ New threat notification
ƒ New update notification
ƒ Notification of changes in open support Service Requests
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Getting Started
New customers may wish to print this guide and forward it to colleagues who may require
support under their support contract.
The Grant Number
Your McAfee Gold Support Grant Number is your proof of a valid support contract and should
be kept in a safe place. Loss of your grant number will significantly increase the time it takes
to submit a support call or access online content from the McAfee website.
If you have non-technical questions regarding your contract, these can be answered by
contacting Customer Service, or reviewing the Most Common Customer Issues located at the
following URL:
http://www.mcafee.com/us/enterprise/support/index.html
Registering Corporate (SMB) Software bought through Retail
If you purchased a multi-user Small Business solution through a retail channel, you may not
have automatically received a Grant number and will need to register using the McAfee
website to receive support.
To register simply go to the following URL:
https://mercury.nai.com/ENG/default.asp
Updating Your Software
As part of the Gold Support contract, customers are entitled to the latest versions of your
McAfee products. Those products should be upgraded as quickly as possible to ensure that
systems have the maximum level of protection. For anti-virus products, it is also necessary to
download the latest .DAT virus signature files. Information about updating and upgrading
your software can be found in the Product Upgrades and Product Updates section of this
document.
Please ensure that the number of nodes covered by the grant number correctly matches the
number of nodes on which you are deploying the software, as failing to do this could result in
a violation of your McAfee contract.
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Maximizing your Security
Due to the ever-evolving threat from attack and data loss, McAfee is constantly enhancing its
products to ensure that you receive the maximum protection. Staying up to date with the
latest products also minimizes the potential of seeing an issue that has already been
addressed in a later version. We understand that customers need to be very comfortable
with product enhancements and so we deliver tools such as the Global Support Lab to walk
through an installation / upgrade in a standalone environment before deploying in a live
network.
Product Upgrades
Gold Support customers may download the latest versions of the software they have
purchased, and for which Gold Support is active. This service is included with your support
contract and provides maximum security for systems by providing protection from the very
latest threats.
Entering a valid Grant number at the following site will display the software entitled to under
that contract, which can then be downloaded for installation. The following location can be
used to check for available software.
https://secure.nai.com/apps/downloads/my_products/login.asp
Deployment of product upgrades across multiple nodes can be carried out simply using the
ePolicy Orchestrator (ePO) or ProtectionPilot applications. Instructions on upgrading
software using these applications can be found in the knowledgebase. Video tutorials are
also available providing walkthroughs for configuring ePO. An example can be seen using
the link below.
http://knowledge.mcafee.com/solution/mcafee/tutorials/epo/epo_3.5_rev_vse8_checkin_w-audio.html
Product Updates
The McAfee® Anti-Virus and Vulnerability Emergency Response Team (Avert) is the topranked anti-virus research center in the world, and employs researchers in 16 countries. The
primary responsibility of Avert is to support the computing public and McAfee customers. We
help users work securely by researching new threats and uncovering threats that may arise in
the future.
As part of McAfee’s commitment to minimizing the threat of attack to its customers, the Avert
labs produce daily updates covering the latest virus outbreaks. With widespread outbreaks,
emergency .DAT files created and posted to provide rapid protection from these threats.
Sign up for daily .DAT notifications at the following URL:
http://vil.nai.com/vil/signup_dat_notification.aspx
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Automatic Updates with ePO or Protection Pilot
For large network deployments ePolicy Orchestrator (ePO) or ProtectionPilot enable
distribution of applications and virus signatures to multiple nodes on the network. This
centralized application is simple to configure and provides an automated solution to updating
software.
The instruction for obtaining the latest virus signature (DAT) files and copying them to the
Master Repository can be found in the knowledgebase using the following link:
http://knowledge.mcafee.com/SupportSite/search.do?cmd=displayKC&docType=kc&externalId=NAI31632&sliceId=S
AL_Public&dialogID=1077249
Once the .DAT files have been downloaded to ePO the updates can then be deployed to the
end nodes, with the instructions provided in the following KnowledgeBase Article:
http://knowledge.mcafee.com/SupportSite/search.do?cmd=displayKC&docType=kc&externalId=NAI31705&sliceId=S
AL_Public&dialogID=1465160
Manual Updates
There are three types of updates for Virus definition files that can be found in the download
section of the ServicePortal:
http://www.mcafee.com/apps/downloads/security_updates/dat.asp
SuperDat Files
The SuperDat file automates the process of loading the latest virus definitions and scan
engine, and is the quickest way to update your system from threats. The engine is the
software that is used to analyze application behavior and search for abnormal activity.
After execution, the SuperDat stops the services, updates the virus definitions, and upgrades
the scan engine to the latest version if needed. After completion, it then restarts the services.
Manual extraction of a DAT file from a SuperDat file can be achieved by creating a new
directory and running the Super DAT file using the /e switch. e.g. SuperDat.exe /e
Daily DAT File
This signature file only contains the latest virus information (with no engine) and is updated
on a daily basis.
Extra DAT File
If a virus outbreak is detected of a medium risk or higher (definitions of risk levels can be
found on the Avert website), then an extra DAT will be generated to rapidly protect customers
from the threat. This file will also just contain the DAT and no engine files.
http://www.mcafee.com/us/threat_center/outbreaks/virus_library/risk_assessment.html
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Patches and Maintenance Releases
Product patches and maintenance releases are available to users only once a user logs into
the McAfee ServicePortal.
https://mysupport.mcafee.com/eservice_enu/start.swe
Once a user logs in the ServicePortal, on the main page, click the link for “Download
Software Updates” to see the list of product patches and a link to the other Product Updates.
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Available patches are listed in alphabetical order, so it may be necessary to click on the rightfacing arrow to advance through the list of patches. Once a user has advanced through
several screens of the patches, it is possible to move backwards by clicking on the left-facing
arrow. Users can also query for the specific name of a patch that they may have been
instructed to download and apply to their environment.
If a user does not log into the ServicePortal, none of the available product patches are visible,
and users will be directed to the general Product Downloads area where they can access
general Product Updates and Product Upgrades.
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Global Support Lab
The Global Support Lab provides customers with hands-on access to real environments
containing McAfee’s products at the click of a mouse. The Global Support Lab provides the
perfect sandbox to try out new functionality and to evaluate the upgrade process from one
version of product to the next.
Video Tutorials
Internet
Victim
Device
Attack
Device
User
Connects via
the internet
Select Product and
Requirement
Remote Access to Real
Products
Preconfigured
Environments
The Global Support Lab infrastructure is located in several locations around the world and
includes McAfee’s server and appliance based products, along with attack simulation tools to
see actual products in action.
Video Tutorials
Included with each environment within the Global Support Lab are video tutorials. There are
two main videos available. The first is a high-level overview of the solution and the second is
a detailed step-by-step walkthrough showing the configuration of a product including
narration, as to why options were chosen and what other options do.
Gaining Access
The Global Support Lab (www.mcafee.com/gsl) is provided
free of charge and allows our customers to get the maximum
from their products. New users to the Global Support Lab
can quickly register and receive a password immediately via
email.
Once users have logged in, they will gain access to a full
range of McAfee products and environments depending on
their needs.
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Types of Environment
The Global Support Lab offers a variety of different options and benefits, based on the
scenarios selected by the user.
Upgrade Environments
These environments provide a walkthrough of product upgrades in a clean and contained
environment allowing familiarization and risk mitigation before deploying to a live
environment. Earlier version of product is preinstalled and configured with a populated
database; the installation files for the latest version are preloaded ready for upgrading.
Installation Environments
Try out a product installation in a safe and reproducible environment, knowing that any major
mistakes can simply be resolved by closing down the environment and starting again. These
environments consist of a clean operating system with installation files ready for deployment.
Demonstration Environments
Immediate access to preconfigured products quickly showing a product’s full benefits, from
centralized management to defending against attacks and vulnerabilities. These
environments consist of multiple servers, including attack and victim servers with preinstalled
products. Product databases are also populated with real world data for scalability and
reporting purposes.
Troubleshooting Environments
These environments are linked to McAfee KnowledgeBase articles and contain common
issues that customers may experience. The environments replicate the specific issue and the
KnowledgeBase article provides a step-by-step remedy to the issue.
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Notifications
As a McAfee customer, you can receive the benefits of the McAfee Avert® Labs to help you
maintain the highest possible level of security. McAfee Avert Labs has over 100 dedicated
researchers in 14 countries to continuously monitor the latest threats and provide
remediation, so that you can stay ahead of the latest threats and respond quickly to
emergencies.
McAfee Threat Centre
The McAfee Threat Centre provides one location containing a comprehensive list of top
vulnerabilities and threats. It also contains links to useful tools for virus removal and
Foundstone tools that can mimic vulnerable site highlighting common weaknesses.
http://www.mcafee.com/us/threat_center/default.asp
McAfee Avert Labs Threat News
McAfee Avert Labs Threat News is an email notification to inform subscribers of 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 can be found at:
http://www.mcafee.com/us/threat_center/outbreaks/virus_library/risk_assessment.html
Avert DAT Notification Service
Every Monday through Friday McAfee Avert posts the latest DATs to ensure your product
contains the most up-to-date detection and repair. A subscriber to this service will receive an
email from Avert, informing you that the DATs are ready to download. In the event a security
threat is discovered and Avert assigns a risk assessment to the threat that is Medium or
above, Avert will post the DATs, and will notify you of the emergency DAT posting.
Sign up at:
http://vil.nai.com/vil/signup_DAT_notification.aspx
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Getting Help
McAfee provides a wide range of tools and resources to ensure your problems can be
resolved as quickly as possible. These tools include automated applications that check
products are installed correctly to access to a skilled technician any time of the day or night.
The McAfee ServicePortal http://mysupport.mcafee.com provides a comprehensive,
searchable collection of support tools with centralized access to McAfee’s library of technical
information, product documentation, daily DATs, signature files, agent files, product updates
and product upgrades.
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Non-Technical Support
Available on this page are links to Customer Service for inquiries that are not of a technical
nature, such as recalling a forgotten Grant number or licensing queries.
Support Knowledgebase
The Knowledgebase contains over 10,000 articles and provides a quick and easy way to find
resolutions to issues. Included in the knowledgebase are quick links to top searches, Hot
Topics, Recently Added Content and common issues. The search engine provides resolution
flows to refine search criteria. The knowledge base articles themselves provide text-based,
video, and real environments within the global support lab solutions.
Technical Support
Selecting the Technical Support option provides full access to all McAfee Support solutions
and tools to resolve issues as quickly as possible.
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To gain the maximum benefit users should log in to the
ServicePortal using the navigation pane on the left
hand side of the screen.
Creating an account
New users can create a ServicePortal account using
the link provided. You will be prompted for your name,
email address, Grant number and preferred language.
Please note that your email address domain name
(@mcafee.com, etc) should match all other users
registered with that Grant number. If you need to
register with a different domain name, please contact
Customer Services. (Passwords need to include
uppercase characters, numbers and at least one special character.)
Self Healing
One of the quickest routes to resolve a technical problem is to use the McAfee Virtual
Technician (MVT). This is a web-based automated tool designed to determine if your McAfee
products are installed, updated, and working correctly. An easy-to-follow interface allows for
a seamless experience. Issues are proactively diagnosed and resolved where appropriate.
For more information, please see McAfee Virtual Technician on page 14 of this document.
Self Service
To aid our customers in increasing their knowledge and ability to rectify issues themselves
McAfee provides a holistic environment targeted at Reading, Seeing and Doing.
Support by Reading
Quick links to KnowledgeBase articles, Product Documentation, and Frequently Asked
Questions are available to all users while the Attack Encyclopedia is also available to
registered customers
Support by Seeing
Users can view video tutorials on product installation/configuration that illustrates some of the
top technical issues related to McAfee products. A step-by-step approach is provided visually
capturing the screen during the process while a human voice explains each step for better
understanding and faster problem resolution.
Support by Doing
Registered customers can download software updates, daily DATs, signature files and agent
files to ensure their products can protect them from the latest threats. Users can also visit the
Global Support Lab for a live test environment, allowing pre-deployment testing of product
installations and upgrades.
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Interactive Support
If our Self Support options are
unsuccessful at resolving your issue, you
can submit a Service Request, or view
previously logged requests to monitor
resolution progress and history.
Features of the system allow you to:
ƒ Set a severity level upon creation
ƒ Include attachments
ƒ Update requests with comments
ƒ Resolve high priority issues
through live chat with an agent
ƒ Receive proactive e-mail
notifications on open Service
Requests
ƒ Change email settings and
update account information in a
user profile
Additional information is provided on page 16 of this guide
Hot Topics
Search and view Hot Topics and Common Tasks localized in 13 languages. Links to top 10
most commonly asked questions are displayed on the search page and are useful for quickly
receiving information in the case of a widespread virus outbreak, any emerging issues on the
rise, or common tasks such as how to download a patch or how to upgrade a particular
product.
Hot Topics and Common Tasks are localized in the following languages:
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English
Finnish
French
German
Italian
Japanese
Korean
Mandarin (Chinese Simplified UTF-8)
Mandarin (Chinese Traditional UTF-8)
Netherlands
Portuguese (Brazil)
Spanish
Swedish
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Support Tools
McAfee Virtual Technician
Customers who are experiencing problems with McAfee products are advised to run the
McAfee Virtual Technician tool found on the McAfee Service Portal, or at
http://mvt.mcafee.com
McAfee Virtual Technician will scan the computer to detect if any commonly occurring
problems are happening on your system. If problems are detected, McAfee Virtual
Technician asks if you would like it to repairing the problem.
Included within the McAfee Virtual Technician is the Am I Up-To-Date? Tool that checks to
see if the latest version of the product is installed, and if one is protected against the latest
threats. MVT is presently available in English, Spanish, German, French and Japanese.
McAfee Inc. © 2006
Products Supported
AntiSpyware Enterprise
Common Management Agent
Desktop Firewall Protection
ePolicy Orchestrator
GroupShield Exchange
8.5.00
3.5.0.412
4.0.0.358
3.6.0
6.0.1148.100
Versions
GroupShield Domino
McAfee Desktop Firewall
Protection Pilot
SpamKiller Domino
SpamKiller Exchange
Virus and Spyware Protection
VirusScan Classic
VirusScan Enterprise
WebShield SMTP
5.3.1329.116
8.5
1.1.1
2.1.1329.109
2.1.1329.109
3.5.0.329 - 4.0.0.358
4.5.1
7.1.0.187 - 8.0.0.912
4.5
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Searching the Knowledgebase
By clicking on Search the KnowledgeBase, you can query over 10,000 articles to learn
about the products and find solutions to issues. This search can then launch a Guided or
Advanced search. This page also contains links to Recently Added Content and What’s
Popular.
Simple Search
The simple search is a quick way to search for information held within the McAfee
KnowledgeBase, to help resolve issues or provide additional information about a specific
product. Two drop-down menus are available to refine the search.
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Advanced Search
The advanced search option allows keywords to be searched in different fields such as
product and version, document type, heading or body of the text, and a user can search by
when the document was posted.
Requesting Help
McAfee offers three (3) main mechanisms for requesting help on technical issues
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Chat Support (With remote assistance)
ServicePortal submission
Phone Support
Before Requesting Help
To help us resolve your issue as quickly as possible please ensure that you have the
following information:
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Technical Support Grant Number
Geographic location of the software installation
Detailed description of the problems or errors
Description of the hardware (must meet published McAfee specifications) that the
software is installed on, including the serial number or service tag where applicable
Name and versions of any operating system, network, and software running with the
McAfee software, including patches and fixes
Users may wish to download the MER tool which will save time should the case
require further investigation or escalation
http://knowledge.mcafee.com/SupportSite/dynamickc.do?externalId=NAI33333&sliceId=SAL_Public&command
=show&forward=nonthreadedKC&kcId=NAI33333
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Chat Support
Chat Support is found by logging into the ServicePortal and selecting from the options menu
under Interactive Support: Manage Service Requests on the lower portion of the page.
Chat Support has two main benefits
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Quick and easy feedback on status updates
Interactive problem solving
One of McAfee’s key innovations in Security support is providing live online chat to technicians.
Not only can the status and follow-up on existing cases be made, but also it is an excellent way to
submit a new Service Request. Presently chat support is only offered in English.
To request a chat session, simply log into the ServicePortal, select the link at the bottom of
the page for “Chat with a Technical Support Agent.”
With the user’s permission and acceptance of an agreement, McAfee engineers have the ability
to open a remote console and view a user’s desktop to understand the issue better. In cases
where customers are interested in being walked though a solution, the McAfee engineer can also
be given rights to take control of the remote desktop and show the user the solution.
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Once a request has been submitted, 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.
If it is acceptable to your organizations security policy, McAfee engineers are able to request
the ability to share your screen to enable us to better diagnose your issue.
This can operate in two modes; the first just enables the technician to view your screen and
they can then talk you through the setup they require. The second mode gives the McAfee
engineer control to move your mouse and type commands as if they were carried out from
your computer. Customers have the ability to disable this function at any time.
Either method provides a mechanism to resolve customer issues rapidly, as the McAfee
support engineer is able to see and control the affected device.
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ServicePortal Service Request Submission
To submit a Service Request using the ServicePortal the user must be logged in and select
Interactive Support: Manage Service Requests on the lower portion of the page.
Once selected, it is possible to create a new Service Request, check on Open Service
Requests you have submitted, and review the Services Requests associated with your
company.
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To create a new Service Request, complete all of the required fields by entering the issue
details. The more information provided, the better McAfee Technical Support will be able to
assist in finding a solution.
With your permission, it is also possible to grant your preferred reseller access to your
Service Request. To provide the preferred reseller access, search for their name under the
Partner field, and select the appropriate reseller. Once selected, your preferred reseller will
be able to see the issue you have opened, and also add comments and upload attachments
or files that may help McAfee Technical Support resolve the Service Request.
In order for you to add your preferred reseller to the Service Request, your preferred reseller
must be a member of the McAfee® SecurityAlliance™ Partner Program.
As a Gold Support customer, you also have the ability to remove the reseller’s access to your
Service Request at any time, simply by deleting the name listed in the Partner field. In this
way, you always control visibility to your company’s information.
Once the required fields are completed with the information about the issue, the online
system will initiate an integrated KnowledgeBase search to suggest possible solutions to your
Service Request.
Review these KnowledgeBase articles to see if there is an immediate answer to you inquiry.
If one of the articles addresses the Service Request, click “Self Resolved” to close the case.
If none of the articles is helpful, click “Submit” to send the Service Request on to the McAfee
Technical Support Team.
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Phone Support
Included in your Gold Support contract is unlimited telephone access to technical support 24
hours a day 365 days a year. This service is provided in 14 different languages (during
business hours, English at other times).
Languages supported
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Cantonese
Dutch
English
Finnish
French (European & Canadian)
German
Italian
Japanese
Korean
Mandarin
Portuguese (Latin American)
Spanish (European)
Spanish (Latin American)
Swedish
Thai
McAfee Technical Support is provided through four (4) support centers that use a “follow the
sun” methodology so that one support center is always available to help, regardless of the
day or night. Phone calls are dynamically redirected to the correct support center so you only
need to remember your local toll-free number.
Toll-free numbers (where available) can be found in Contact Information section of this
document, or online at the following address:
http://www.mcafee.com/us/about/contact/index.html
On opening a new Service Request, you will verbally be given an SR number that will allow
you to track the status of your issue either from the ServicePortal, chat or by phone. Please
keep a note of this Service Request number, as it will significantly speed up our ability to
respond to any future queries you have regarding that issue.
Tracking Service Requests
Online Tracking
The status of new Service Requests and previous case histories can be tracked online from
the ServicePortal. Once logged on, select Interactive Support: Manage Service Requests on
the lower portion of the page. The link for “Check My Open Service Requests” will list all of
the cases that the user has logged which are currently open and active with McAfee
Technical Support.
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Details of specific Service Requests can be viewed by clicking on the desired case from the
status screen.
Updates are visible in the Updates Section, and you can add information that may help
McAfee resolve your issue.
You can also upload attachments such as log files and network diagrams in the Attachments
Section of the Service Request.
McAfee Inc. © 2006
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Malware Identification
If you suspect that your system has been compromised by a virus then it is recommended
that you submit the infected file for verification.
Submitting Virus Samples
If you believe that your computers have been infected with a virus, but the virus is not being
detected by a McAfee product, a sample can be submitted for analysis by McAfee’s Avert
response team at the following URL:
http://vil.nai.com/vil/submit-sample.aspx
WebImmune is the preferred method to submit samples to Avert as it provides the fastest
turnaround time on sample reviews, and provides historical information of all samples that
you have submitted. By accessing the WebImmune website and creating a free account you
will be able to upload files directly to Avert's automated systems for review. If the automated
system is unable to determine a threat exists then the issue will be escalated to Avert
Analysts.
http://www.webimmune.net
More information about WebImmune can be found at
https://www.webimmune.net/faqs.asp
This was the first Internet virus security scanner that resides on the web. It is available
24/7/365, and enables you to receive information about your files, including solutions and
real-time fixes, if required.
When you submit a sample to WebImmune, you will get one of four responses:
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This is in the current DAT and you should update to the latest DAT files
This is a known threat, not in the current DAT set, and an extra.dat has been created
This is not a known threat and has been escalated to a researcher within Avert
This is a known clean file
Detection of an Infected File
If your file is infected with a virus then it is recommended that you submit a case with
Technical Support and state the WebImmune ID number. McAfee Technical Support and the
Avert team will then work together to assist in identifying suspicious, malicious, or offending
processes through data collection, customer conference calls and information sharing across
support levels and Avert levels.
McAfee Inc. © 2006
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Escalation Requirements
In the event that your Service Request needs to be escalated within McAfee Technical
Support, a Minimum Escalation Tool will need to be used to gather the required log files for
escalation. The Support technician may also need to gather further details on your
installation.
Minimum Escalation Tools are updated regularly. To ensure that the latest copy is used,
download a new version every time an escalation is required. Minimum Escalation Tools can
be found at the following location:
http://knowledge.mcafee.com/SupportSite/dynamickc.do?externalId=NAI33333&sliceId=SAL_Public&command=sho
w&forward=nonthreadedKC&kcId=NAI33333
Response Charter
Gold Support comprises of three Tiers of support. All cases are initially handled in Tier 1 by a
skilled technician who has been trained on McAfee’s products and has at least one industry
certification. Every attempt is made by the technician to resolve an issue on the same call or
the same day.
If a technician is unable to resolve an issue then the case will be escalated to Tier 2 where
product specialists will then take ownership of the Service Request. The time before a case
is escalated to the next tier is dependant on severity and impact to the customers business.
If the Product experts in Tier 2 are unable to resolve the Service Request then the case is
further escalated into Tier 3, which then works directly with engineering to resolve the issue.
McAfee Inc. © 2006
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Gold Support v2.3 User Guide
Escalation and Response Charter
Depending on the severity level, the McAfee response charter sets out clear guidelines as to
how frequently a customer should be contacted by our technicians on 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. The times stated below are based on McAfee handle
times and do not include the time a technician is waiting for a response from a customer.
The McAfee response charter also provides an increase in the severity level if a case has
been open for an excessive length of time to ensure maximum effort is applied to solving
outstanding issues.
McAfee Inc. © 2006
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Gold Support v2.3 User Guide
Severity Definitions
Severity is a measure of the impact on a customer's ability to conduct business.
Severity 1 – Business Has Stopped
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Company cannot conduct business or the business is severely impacted
The product is not functioning
Internet connectivity or mail flow has stopped
Company is unable to provide available virus protection to his network
There is no viable workaround for this issue
Severity 2 - Business Severely Impeded
ƒ
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Company’s business is impeded but can continue to function
The product is unable to provide a major feature such as reporting or updating
Widespread symptoms across company’s infrastructure
Includes installation failures, conflicts with major brand software, or specific mail flow
issue
Customer is generally able to provide available virus protection to his network but
specific resources cannot update
Severity 3 - Business Impacted But Able to Function Normally
ƒ
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Customer ability to conduct business in not affected
The symptom affects single machine or isolated parts of the environment
Particular functionality is not working
Severity 4 - Business Not Affected But Noticeable
ƒ
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Customer ability to conduct business in not affected
Symptoms only affect a few machines
Functionality loss has easy work around
Severity 5 - Request for Information or FMR (Feature Modification Request)
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McAfee Inc. © 2006
Requests for further information
Modification requests to products
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Gold Support v2.3 User Guide
Optional Services
McAfee Security Alerting Service (MSAS)
McAfee monitors and assesses threats of all sorts, and categorizes them by risk and severity.
When a threat is determined, McAfee generates a notification message that can be
distributed to every subscriber of MSAS in as little as 30 minutes, including all the
communication methods selected by the subscriber.
One of the main benefits of MSAS is that if a primary mechanism of notification is not
successful the service will automatically use a secondary notification mechanism to notify you
of the alert.
Additional information can be found in the McAfee ServicePortal.
AVERT Virus News and AVERT
DAT Notification
Telephone (Voice)
-
MSAS (McAfee Security
Alerting Service)
9
E-Mail
9
9
SMS
9 (e-mail to phone number)
9
Fax
-
9
Pager
9 (e-mail to text pager)
9
(Low-,
Medium-, and High-Risk)
Vulnerability
(Low, Medium-, and High-Risk)
9
9
-
9
Alert Methods
Alert Types
Signature (DAT) Files
Product Updates
Virus
Scheduled
9
-
Unscheduled
9
9
New Version Releases
-
9
By Method
(Phone, E-Mail, Pager, etc.)
By Threat/Risk Assessment
(e.g., Alert for High-Risk Only)
By Schedule
(e.g.,
Blackout Periods)
-
9
-
9
-
9
Failover
Dial, Resend E-Mail, etc.)
Mail Server Down
(Customer Side)
List Server Recovery
(McAfee Side)
-
9
-
9 (Voice)
9
9
Free
Annual Subscription
Service Packs
Engine Updates
Product Patches
Alert Configuration
Alert Reliability
(Re-
Alert Service Cost
McAfee Inc. © 2006
Page 27
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9
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Gold Support v2.3 User Guide
Platinum Support
McAfee Platinum Technical Support is our most complete support offering, providing
essential help with unbeaten responsiveness and personalized support, lowering your risk of
damage. Your stakeholders get greater access to critical systems and applications. McAfee
Platinum Technical Support delivers the services you need when you need them—worldwide
and around the clock.
McAfee’s Platinum Technical Support earns consistently superior ratings for customer
satisfaction. We do this by solving customer needs in four key areas:
ƒ Account Management
ƒ Proactive Services
ƒ Responsive Services
ƒ Online Support Technologies
For further information, please see:
http://www.mcafee.com/us/enterprise/support/technical_support/overview.html
Training and Consulting
In addition to our Technical Support Services, McAfee offer comprehensive Professional
Services around the globe. The goal of McAfee's Professional Services organization is to
ensure, via delivery of consulting and education services, that our customers derive
maximum benefits and ROI from the successful and efficient deployment of our technology.
Our experienced consultants will assist you with the planning and implementation of our
products and can address all phases of the security management cycle with our Assessment,
Design, Deployment and Troubleshooting services covering Risk Management/Vulnerability
Assessment, Intrusion Prevention and Anti-Virus Solutions.
Our Education Services provide training in product installation, configuration and
administration, analysis and troubleshooting. Through the provision of classroom training,
custom on-site training and consultancy, our aim is to facilitate customers’ self-sufficiency
with the installation, administration and upgrade of our products as efficiently and costeffectively as possible.
For further information, please see:
http://www.mcafeesecurity.com/us/services/home.htm
McAfee Inc. © 2006
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Gold Support v2.3 User Guide
Useful Information
End of Life Policy for Commercial Products
To ensure McAfee development resources are delivering the most innovative and cost
effective products to customers, McAfee may periodically elect to discontinue specific
products.
The latest version of this information can be found at:
http://www.mcafee.com/us/enterprise/support/customer_service/end_life.html
The reasons for discontinuing products vary and may include such reasons as:
ƒ
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New technology allows for increased functionality and economy
A product has reached the end of its natural lifecycle
There has been very low customer demand for the product and, adhering to
customer driven development best practices, is not an effective use of development
resources
McAfee Product Management establishes product End of Life to outline clearly the level of
support a product will receive as it moves through its life cycle: to set expectations and
communicate with customers the level of support they can expect to receive.
When product End of Sale is announced, a transition plan for customers will be included.
The product then begins End of Full Service Support and End of Life transition periods.
Customers should begin to move to a new product, a recommended alternative, or Custom
Support. During the End of Life period, McAfee will meet existing customer support
agreements.
All End of Life, End of Sale, and End of Full Service Support information will be posted on the
McAfee Technical Support ServicePortal web site: https://mysupport.mcafee.com and the
individual product external web sites.
McAfee Technical Support Software Support Policy
ƒ
ƒ
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McAfee Inc. © 2006
The End of Sale date will be announced at least 6 months prior to the effective End of
Sale date
Full Service Software Support will continue for a minimum of 1 year after the effective
End of Sale date for customers with McAfee Technical Support Software Service for
the product
Custom Support will be available for up to 4 years after Full Service Software Support
has ended, providing a up to of 5 years of support after the End of Sale date
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Gold Support v2.3 User Guide
McAfee Technical Support Hardware Support Policy
ƒ
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The End of Sale date will be announced at least 6 month prior to the effective End of
Sale date
Full Service Hardware Support will continue for a minimum of 2 years after the
effective End of Sale date for customers with McAfee Technical Support Software
Service for the product
Custom Support will be available for up to 3 years after Full Service Hardware
Support has ended, providing up to 5 years of support after the End of Sale date
Definitions
End of Life Policy
ƒ
ƒ
End of Life terminology includes End of Sale, End of Full Service Support, and End of
Custom Support
Once End of Life is announced, no enhancements to the product will be made.
Security updates and maintenance will continue until End of Full Service Support
End of Sale
ƒ
ƒ
The date when a product is no longer available for purchase
The End of Sale date will be announced at least 6 months prior to the effective End of
Sale date
Full Service Support
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After End of Sale has been announced, Full Service Support includes available
maintenance and technical support
To receive Full Service Support McAfee may require the latest hardware and
software product versions, service pack, DAT and signature files, and scan engine
[where applicable], be deployed
These elements are introduced by McAfee to add features and resolve issues. If any
element is not at a current version, then the total product configuration may not be
supported. McAfee will provide a version of software that has the functionality as
outlined in release notes of the product
End of Full Service Support
ƒ
ƒ
Once End of Full Service Support is reached support is available only with a Custom
Support contract
The End of Full Service Support date will be announced at least 1 year prior to the
effective End of Full Service Support date
Custom Support
ƒ
ƒ
McAfee Inc. © 2006
Custom Support is an individually negotiated support contract for a product where
Full Service Support has expired
Custom Support requires the final release of hardware and software for the product
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Gold Support v2.3 User Guide
ƒ
To be eligible for Custom Support, McAfee Technical Support coverage must have
been continuous for the duration that the customer owned the product. Custom
Support can only provide a best effort resolution to issues
Feedback
Service Request Closure Survey
On resolution to your satisfaction of a Service Request, McAfee will then initiate an
independent 3rd Party research company (Walker Information, Inc) to send you a survey to
complete. Surveys are available in all languages that McAfee Support.
The information in this survey is completely confidential and will not be passed on to any
company outside of McAfee. This information will allow us to improve the service we offer
while at the same time act as a safeguard to ensure that you are happy with the service that
you receive.
This is monitored through a closed-loop process tool that is used to ensure we are
communicating with those customers who have asked for further communication from our
management team.
Metrics and responses from these surveys are analyzed weekly and feedback provided to
Support Management, Product Management, Engineering, and Sales on results. We
implement measurable actions based off key drives.
McAfee Inc. © 2006
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Gold Support v2.3 User Guide
Business Excellence Program
McAfee Technical support strives to provide the best possible service to its customers and
has invested in a comprehensive call management tool that allows its management and
business excellence team to recover all details regarding a specific case.
McAfee stores a recording of the data entry as it is entered into our system including
keystrokes / mouse positions and synchronizes this with the recorded voice or chat call. This
information is used to provide feedback to our engineers on best practices and examples of
best of practice. Customers with a grievance to the way their call has been handled can also
request a manager to review their case.
Feedback on this Document
If you would like to see additional information included in this guide or discover errors, please
contact us at customer_feedback@McAfee.com.
McAfee Inc. © 2006
Page 32
Gold Support v2.3 User Guide
Contact Information
Please check the McAfee website for the latest Technical Support telephone numbers.
http://www.mcafee.com/us/about/contact/index.html
Europe, Middle East, Africa
Country
Austria
Belgium
Denmark
Finland
France
Germany
Greece
Hungary
Ireland
Israel
Italy
Luxembourg
Netherlands
Norway
Poland
Portugal
South Africa
Spain
Sweden
Switzerland
Turkey
UK
UAE
Other
Gold Technical Support
Toll Free
Toll Share
00 800 6247 7463
0810 818 849
0800 73330
07 8250143
70 10 54 40
03 039001
00 800 6247 7463
08 26020102
01805 002380
00800 3122 1303
00 44 870 9110010
0680 015021
00 44 870 9110010
1800 552190
1850 201 861
00 800 1225 5624
+44 870 9110010
02 45281511
04 0666 15671
00 800 6247 7463
0900 2020546
815 00 414
00 800 311 1314
00 44 870 9110010
00 800 6247 7463
800 831503
0 800 995069
0800 995081
00 800 6247 7463
902 196803
020 522829
085 7929008
00 800 6247 7463
084 8444002
00 800 3192 9159
00800 31920163
00 800 6247 7463
0870 9110010
00 800 6247 7463
8000 4412069
00 800 6247 7463
0870 9110010
Customer Services
Toll Free
00 800 1225 5624
00 800 3122 1287
0680 015021
1800 552171
00 800 1225 5624
00 800 311 1314
00 800 1225 5624
0 800 995054
00 800 1225 5624
020 522827
00 800 1225 5624
00 800 3192 9147
00 800 1225 5624
00 800 1225 5624
00 800 1225 5624
North America
Country
USA
Canada (English)
Canada (French)
McAfee Inc. © 2006
Gold Technical Support
Toll Free
Customer Services
Toll Free
1 800 937 2237
1 800 338 8754
1 866 488 8447 (7:00AM to 8:00PM Monday through Friday)
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Gold Support v2.3 User Guide
Latin America
Country
Argentina
Aruba
Bahamas
Barbados
Bermuda
Brazil
Cayman Islands
Chile
Columbia
Costa Rica
Dominican
Republic
El Salvador
Ecuador
Guatemala
Honduras
Jamaica
Mexico
Netherlands
Antilles
(Curacao)
Nicaragua
Panama
Peru
Trinidad,
Tobago
Venezuela
Gold Technical Support & Customer Services
Toll Free
0 800 666 0049
800 8870 (ask Sprint for 866 804 8783)
866 884 9788
866 884 9815
866 884 9817
0 800 891 5847
866 884 9828
800 396 900
01 800 700 1585
0 800 013 07551
888 751 8133
800 1525 (ask Sprint for 866 804 9042)
(Pacifictel) 1 800 999 171 (ask Sprint for 866 608 6995)
(Andinatel)1 999 171 (ask Sprint for 866 608 6995)
9999 195 (ask Sprint for 866 804 9041
8000 121 (ask Sprint for 866 608 6998)
1-866-884-9838
01-800-888-8624
1800 877 8000 (ask Sprint for 866 608 6984)
001 800 745 1111 (ask Sprint for 866 608 6984)
161 (ask Sprint for 866 608 6997)
001-800-201-2734 (C&W) / 011-001-800-201-2734 (Telecarrier)
0 800 52 035
1-800-201-3417
0 800 100 2603
Japan
Country
Japan
McAfee Inc. © 2006
Gold Technical Support & Customer Services
Toll Free
81 (0)3 5428 1620 (9:00AM to 9:00PM Monday through Friday)
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Gold Support v2.3 User Guide
Asia Pacific
Country
Australia
China
Hong Kong
India
Indonesia
Korea
Malaysia
New Zealand
Philippines
Singapore
Taiwan
Thailand
Gold Technical Support & Customer Services
Toll Free
1 800 500 030
800 810 6030 (pin 9953)
800 810 7030 *
800 968 033
800 964 991 *
00008001003187**
0018 030 612 102**
0800 065 500
1800 180 016
0800 174 139
1800 1612 0116**
800 616 2100
0080 123 2343* or 0080 123 2349
0018 00 612 1102
* Contact numbers for general customer service and non-technical enquiries about product
registration, licenses, grant numbers and complaints.
** Available on telephone lines with IDD facility enabled
McAfee Inc. © 2006
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Gold Support v2.3 User Guide
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