User manual MCAFEE GOLD 1.0

[. . . ] Protect what you value. McAfee Gold Technical Support Handbook Version 1. 0 McAfee Gold Technical Support www. mcafee. com Table of Contents Welcome to McAfee Gold Technical Support . 21 Additional Gold Technical Support Contact Information . 24 McAfee Gold Technical Support www. mcafee. com Welcome to McAfee Gold Technical Support McAfee® Gold Technical Support options help you make the most of your investment in McAfee security products on a global scale. Gold Technical Support provides you with support solutions and options that are in line with the McAfee security risk management framework. [. . . ] Demonstration environments Gain immediate access to preconfigured products quickly, showing a product's full benefits from centralized management to defending against attacks and vulnerabilities. Video tutorials ViewvideotutorialsthatareincludedwitheachenvironmentwithintheGlobalSolutionsLab. Therearetwomainvideos available. Thefirstisahigh-leveloverviewofthesolution;thesecondisadetailedstep-by-stepwalkthroughshowingthe configuration of a product, including narration as to why options were chosen and what other options do. Registering Newusersshouldquicklyregisterusingtheiremailaddressathttp://mcafeegsl. netexam. com/registration. asp. Onceyouhaveregisteredandloggedin, youwillgainaccesstoafullrangeofMcAfeeproductsandenvironments, depending on your needs. Deployment Assistance Program To aid customers and McAfee partners in the limited installation and evaluation of new appliances, McAfee offers the DeploymentAssistanceProgram(DAP). 12 McAfee Gold Technical Support www. mcafee. com AMcAfeeProductSpecialistisassignedtoremotelysupportyouandyourorganization. Theassignedspecialistisselected from our highly skilled and certified team based on their product expertise. You can rest assured you are dealing with a product expert. TheProductSpecialistwillworkwithyoutoschedulethedeploymentatyourconvenience. TheProductSpecialistwill remotely connect to your site and: · Assistwiththeinstallation · Deliverconfigurationtraining · Sharebestpractices · Adviseonsystemtuningtips · Muchmore Deployment Assistance is available for the following McAfee products: · McAfeeMessagingandWebSecurity(formerlyMcAfeeSecureContentManagement) · McAfeeFoundstoneFS1000 · McAfeeIntruShield® ForadditionalinformationontheDAP, pleasecontactyourMcAfeesalesaccountmanagerorchannelpartner. Getting Help McAfee Virtual Technician McAfee recommends that customers with product issues first run the McAfee Virtual Technician (MVT), as almost half of issuescanberesolvedusingthistool. TheMVTcanbefoundonMcAfeeServicePortalorathttp://mvt. mcafee. com. The MVT will scan the computer to detect if any commonly occurring problems are happening on your system. If problems are detected, the MVT asks if you would like it to repair the problem. 13 McAfee Gold Technical Support www. mcafee. com IncludedwithintheMVTistheAmIUp-To-Date?Tool, whichcheckstoseeifthelatestversionoftheproductisinstalledandif youareprotectedagainstthelatestthreats. TheMVTispresentlyavailableinEnglish, Spanish, German, French, andJapanese. Searching the KnowledgeBase ByclickingontheSearch the KnowledgeBase link, you can query over 10, 000 articles to learn about 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. " Advanced search The advanced search option allows keywords to be searched in different fields. These include product name and version, document type, and heading or body of the text. You can also search by the date a document was posted. 14 McAfee Gold Technical Support www. mcafee. com Requesting Technical Help McAfee offers three (3) main mechanisms for requesting help on technical issues: · Chatsupport(withremoteassistance) · ServicePortalsubmission · Phonesupport Before requesting help To help us resolve your issue as quickly as possible, please ensure that you have the following information: · TechnicalSupportGrantNumber · Geographiclocationofthesoftwareinstallation · Detaileddescriptionoftheproblemsorerrors · Descriptionofthehardwarethatthesoftwareisinstalledon, includingtheserialnumberorservicetagwhereapplicable (hardware must meet published McAfee specifications) · Nameandversionsofanyoperatingsystem, network, andsoftwarerunningwiththeMcAfeesoftware, includingpatches and fixes Chat support ChatsupportisfoundbyloggingintotheServicePortalandselectingfromtheoptionsmenuunderInteractive Support: Manage Service Requests on the lower portion of the page. Chat support has two main benefits: · Quickandeasyfeedbackonstatusupdates · Interactiveproblemsolving OneofMcAfee'skeyinnovationsinsecuritysupportisprovidingliveonline chatwithtechnicians. Notonlycanthestatusandfollow-uponexisting cases be made, but this is also an excellent way to submit a new service request. PresentlychatsupportisonlyofferedinEnglish. Remote control/assistance With your permission, McAfee engineers can open a remote console to view your desktop and better understand the issue. In cases where customers are interested in being walked though a solution, the McAfee engineer can be given further rights to take control of the remote desktop and show the user the solution. Oncearequesthasbeensubmitted, achatwindowopensandgivesastatusonwhereyouareinthequeue. Thechat 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 organization's security policy, McAfee engineers have the ability to share your screen to enable us to better diagnose your issue. 15 McAfee Gold Technical Support www. mcafee. com Technical Support ServicePortal service request submission TosubmitaservicerequestusingtheTechnicalSupportServicePortal, you must be logged in and select Interactive Support: Manage Service Requests on the lower portion of the page. PleasenotethatServicePortalsubmissionsareforlower-priorityrequests and customers with critical issues should use phone or chat support. 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. Phone support IncludedinyourGoldTechnicalSupportcontractistelephoneaccesstotechnicalsupport24hoursaday, 365daysayear. This service is provided in local languages (languages are provided on a commercially reasonable basis during business hours, English at other times). Languages supported · Cantonese · Dutch · English · French(EuropeanandCanadian) · German · Italian · Japanese · Korean · Mandarin · Portuguese(LatinAmerican) · Spanish(European) · Spanish(LatinAmerican) · Swedish · Thai 16 McAfee Gold Technical Support www. mcafee. com Toll-freenumbers(whereavailable)canbefoundintheAdditional Gold Technical Support Contact Information section at the end of this document, or online at http://www. mcafee. com/us/about/contact/index. html. Onopeninganewservicerequest, youwillbegivenaservicerequestnumberthatwillallowyoutotrackthestatusof yourissueeitherfromtheServicePortal, viachatorbyphone. Pleasemakeanoteofthisservicerequestnumber, asitwill significantly speed up our ability to respond to any future queries you have regarding your issue. Tracking service requests Online tracking ThestatusofnewservicerequestsandpreviouscasehistoriescanbetrackedonlinefromtheServicePortal. Onceloggedon, select Interactive Support: Manage Service Requests on the lower portion of the page. The Check My Open Service Requests link will list all of the cases that you have logged with McAfee Technical Support that are currently open and active. 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. [. . . ] Metrics and responses from these surveys are analyzed weekly and feedback is provided to support management, product management, engineering, and sales. We implement measurable actions based on key business drivers. This email will be sent from support@walkerinfo. com and will reference "McAfee, Inc. , Support Evaluation" in the subject field. Feedback on this document If you would like to see additional information included in this guide or you discover any errors, please contact us at customer_feedback@mcafee. com. We welcome your feedback! Useful Information End-of-life policy for commercial products Tomakesurethatwe'redeliveringthemostinnovativeandcost-effectiveproductstocustomers, wemayperiodically choose to discontinue specific products. [. . . ]