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McAfee Platinum Select Support
Lower the total cost and risk of owning your McAfee solutions while improving the return on your IT investments with McAfee Platinum Select Support. We optimize the business value of your security solutions on a worldwide scale. With Support Account Managers assigned to support your business around the world, in locations suitable to you, we provide you with coordinated account management, solutions-planning assistance, proactive advice, and direct intervention on your behalf when issues arise.
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.
- Fastest resolution— Your personal Support Account Manager and McAfee Product Specialists align the right resources at the right time to resolve issues quickly and minimize impact to mission-critical environments.
- Product-specificexpertise—High-level engineers who understand the workings of a corporate IT environment give you immediate support for your mission-critical applications, so that you can get back to business and meet your deadlines.
- Manage risk, not products—Receive timely alerts on the latest threats and vulnerabilities. We solve your problems quickly and accurately—the first time.
- Keep your McAfee products working continuously with maximum efficiency—Daily updates protect you from the latest threats, and innovative tools and technologies help our support specialists work smarter and act more quickly to resolve issues.
- Maximize system uptime with responsive service from an industry leader—Get mission-critical help fast 24/7/365 from specialists who have in-depth, product-specific technical expertise.
- Help yourself—Online tools like McAfee Virtual Technician help you identify common issues and installation problems. Access our award-winning Technical Support ServicePortal for a comprehensive KnowledgeBase, instructional videos, and other self-help solutions. Receive product training and evaluate products at our Global Solutions Lab.
- Global account management—Get 24/7 direct access to McAfee experts worldwide for your most pressing technical issues.
- Regional technical account management—Your organization will benefit from an assigned SAM in each region who makes sure that issues are resolved efficiently and in a timely fashion. SAMs will also offer for advice about securing your region’s current infrastructure and help you plan for the future.
- Solutions-based packages—The Platinum Technical Support program is an integral aspect of your global security risk management strategy, aligning with both compliance and risk/threat management.
Technical Support Your Way
Your security needs are unique, and your technical support needs are unique. That’s why we offer four programs—a la carte software and hardware support programs that let you define your own support experience.
- Gold Technical Support: Our standard offering includes 24/7 phone support, DAT and engine updates, product updates, and access to our online tools, KnowledgeBase, Technical Support ServicePortal, and Global Solutions Lab.
- Gold Select Technical Support: Designed for organizations with up to 10,000 nodes, this program provides all of the standard gold support services plus enhanced escalation processes and support for a wider array of products.
- Platinum Technical Support: Organizations with up to 75,000 nodes will benefit from all of our standard support offerings plus an assigned Support Account Manager for each region, and support for a wider array of products.
- Platinum Select Technical Support: Enterprises with more than 75,000 nodes receive all the benefits of the Platinum program on a global scale, with a Support Account Manager to support your business in all locations, from solutions planning assistance to direct intervention for faster problem resolution.
Technical Support offerings—what does it include?
