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McAfee Platinum Support

McAfee Platinum Support helps large enterprises and government organizations lower risk when problems occur and provide their stakeholders uninterrupted access to mission-critical systems and applications.

With the Platinum Support program, you receive all the benefits of Gold Support plus an advocate and single point of contact at McAfee—your McAfee Support Account Manager (SAM). Your SAM gives you personalized product support, solutions planning assistance, proactive advice, and direction intervention when issues arise. In addition, you have access to appropriate McAfee Product Specialists for the fastest possible resolution to complex technical issues.

  • 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.
  • A single point of contact—You’ll be assigned a SAM, who makes sure that issues are resolved efficiently and in a timely fashion. And, look to your SAM for advice about securing your current infrastructure and to help you plan for the future.
  • Solutions-based packages—The Platinum Technical Support program is an integral aspect of your 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 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.
McAfee Technical Support offerings—what does it include?

mcafee support matrix