McAfee 1 YR Gold Technical Support - Active Virus Defense Suite
Contents
1. AcAfee McAfee and or additional marks herein are registered trademarks or trademarks of McAfee Inc and or its affiliates in the US and or other countries All other McAfee Inc registered and unregistered trademarks herein are the sole property of their respective owners 2011 McAfee Inc All rights reserved McAfee Gold Support Handbook 9 How to Submit Virus or Malware Samples to McAfee Labs When submitting a sample to McAfee Labs for review you may use either of two delivery methods e McAfee ServicePortal This is the preferred method for McAfee Labs to receive submissions from customers When you use this method we can process and respond to samples more rapidly You ll find instructions for using the McAfee ServicePortal Platinum Portal in McAfee KnowledgeBase article KB68030 e Email You can submit samples directly to McAfee Labs by attaching the file s in an email to virus_research mcafee com When submitting samples via email you must archive them in a password protected Zip file with the password infected all lowercase For instructions on how to create a Zip file and password protect it see these Microsoft articles Using WinZip Using Windows File Compression Submission Information To help us speed the sample review process please provide the following information along with your sample e A list of all files contained in the sample submission including a brief description of where or how you found2. fAcAfee McAfee and or additional marks herein are registered trademarks or trademarks of McAfee Inc and or its affiliates in the US and or other countries All other McAfee Inc registered and unregistered trademarks herein are the sole property of their respective owners 2011 McAfee Inc All rights reserved 3965 Freedom Circle 9054 McAfee Gold Support Handbook 6 Online Resources McAfee Threat Center The McAfee Threat Center provides 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 The McAfee Threat Center includes Sage journal McAfee Labs security journal which provides insights into future security threats e McAfee AudioParasitics Podcasts on the latest threats e McAfee Labs blog Blogs from McAfee malware researchers e Current malware and vulnerability descriptions Rankings on the latest threats Visit the McAfee Threat Center at https www mcafee com us threat_center default asp McAfee TrustedSource The McAfee Trusted Source website provides precise information about email sender reputation by domain and IP address It provides you with a view into current and historical reputation and sending patterns of sends as well as analytical information such as country of origin network ownership and hosts for known senders within each do
3. McAfee support including product downloads updates access to the McAfee Technical Support ServicePortal and Technical Support Technicians You should receive your Grant Number by email after purchasing a McAfee product Your Grant Number should be kept in a safe place as without a Grant Number it may take significantly longer to submit a support call or access online content If you lose your Grant Number you can re request your Grant Number by contacting McAfee Customer Service here https secure mcafee com apps support customer service request form aspx Setting up your ServicePortal Account Setting up an account on the McAfee ServicePortal https mysupport mcafee com enables you to submit online support cases track cases use online Chat Assistance and customize ServicePortal content To set up an account for the first time click New User in the User Login section of the ServicePortal You will be prompted for your name email address Grant Number and preferred language Passwords must include uppercase characters numbers and at least One special character The email address domain name you use should match all other users registered with that Grant Number If you need to register with a different domain name contact Customer Service Checking your Entitlements Once you have logged into the McAfee ServicePortal you can check your support Entitlements by selecting View All My Company Entitlements under Interactive
4. Support fAcAfee McAfee and or additional marks herein are registered trademarks or trademarks of McAfee Inc and or its affiliates in the US and or other countries All other McAfee Inc registered and unregistered trademarks herein are the sole property of their respective owners 2011 McAfee Inc All rights reserved McAfee Gold Support Handbook 3 Deploying your Products Deployment Assistance Tools Before installing a product McAfee recommends users review the tools available within the McAfee ServicePortal https mysupport mcafee com to assist you in making your product deployment and configuration as easy as possible Product Documentation and Walkthrough Guides The Product Documentation link on the McAfee ServicePortal provides access to product release notes installation guides and product guides by product allowing users to quickly obtain important information of their products Quick Tip Videos The McAfee Multimedia Library hosts a number of quick tip videos that cover some of the useful configuration and installation options f deploying McAfee products http www mcafee com apps view all multimedia aspx Online Evaluation Environments The Global Solutions Lab GSL gives you hands on access to test the deployment and upgrading of McAfee products in virtual environments before deploying to a live environment These environments allow you to walk through a full product upgrade to familiarize yourself with an
5. agent deems suspicious for example an encrypted or packed file and for which there is no signature in the current local DAT files 2 Using Global Threat Intelligence the agent sends a fingerprint of the file for instant lookup in the comprehensive real time database at McAfee Labs 3 If the fingerprint is identified as malicious an appropriate response is sent to the user to block or quarantine the new threat McAfee and or additional marks herein are registered trademarks or trademarks of McAfee Inc and or its affiliates in the US and or other countries All other registered and unregistered trademarks herein are the sole property of their respective owners 2011 McAfee Inc All rights reserved ficAfee McAfee In 3965 Freedom Circle McAfee Gold Support Handbook 8 Getting Help Customer Service Non technical questions regarding licensing and support entitlements such as recalling a forgotten Grant Number can be addressed by McAfee Customer Service via telephone or online submission or review the most common customer issues at http www mcafee com us support customer service faq aspx Frequently Asked Questions about products formerly provided by Secure Computing can be found at https www securecomputing com index cfm skey 297 Online Technical Resources In addition to the features covered in the Deployment Assistance Tools section of this document McAfee also provides online tools to resolve issues q
6. software running with the McAfee software including patches and fixes e Minimum Escalation Requirements MER tool output optional e If your service request needs to be escalated to a higher level of support you may be asked for additional files or details on your installation Service Request Number A Service Request Number will be created for each new case opened and should be quoted on all queries regarding that request The status of open Service Requests can be viewed by logging into the ServicePortal https mysupport mcafee com and selecting View my open Service Requests under Interactive Support Details for a specific service request can be viewed by clicking it on the status field In the Updates section you can see comments added by Support or add information that may help us resolve your issue Create an Online Service Request To create a new Service Request log in to the ServicePortal and click Create a Service Request Complete all of the required fields and attach any additional log files or information that will assist your support technician Use the ServicePortal to submit non critical issues If you have a Severity 1 or 2 issue please use phone support A McAfee support technician should respond to your service request within 24 hours Depending on the complexity of the issue the technician may contact you by phone McAfee Support will make three attempts to contact you each at least one busi
7. McAfee Gold Business Support Handbook McAfee McAfee Gold Business Support Handbook Version 1 2011 McAfee Gold Support Handbook Contents Getting Started Grant Number Setting up your ServicePortal Account Checking your Entitlements Deploying your Products Deployment Assistance Tools Downloading Your Products Staying Protected Alerts Online Resources Getting Help Customer Service Online Technical Resources Assisted Technical Support Response Charter Premium Support Offerings Additional Services Feedback on This Document oo oo OO o aa WU We Ww WN NY DN N ma ma 14 16 17 18 McAfee Gold Business Support Handbook 1 Welcome to McAfee Gold Business Support Our goal is to help you get the most from your products and provide your organization the best possible security McAfee Support helps you combat today s threats provides best practices to deploy and maintain your products and addresses potential issues quickly and efficiently so you can focus on your business Product updates upgrades e Stay secure with the latest versions of your products included with Gold Business Support e Protection from the latest threats with daily updates of anti virus signature files e New update notifications through the Support Notification Service Online services e Online KnowledgeBase for easy access to solutions e McAfee Virtual Technician to resolve many common issues automatically e Chat and web support for opening and
8. affected symptoms Average under y X exist 5 minutes 5 Request for Average under 15 days 20 days 30 days Every two information 5 minutes weeks McAfee McAfee and or additional marks herein are registered trademarks or trademarks of McAfee Inc and or its affiliates in the US and or other countries All other M 2e Inc registered and unregistered trademarks herein are the sole property of their respective owners 2011 McAfee Inc All rights reserved 5 Freedom Circle Santa Cla McAfee Gold Support Handbook 15 Severity definitions McAfee defines the severity of an issue based on how it impacts your ability to conduct business A severity code is associated with all service requests failures and enhancement requests to indicate the impact and the urgency of the request Severity 1 Business has stopped e Your organization cannot conduct business or business is severely impacted The product is not functioning e Internet connectivity or email flow has stopped e Your organization is unable to provide available virus protection to the network e There is no viable workaround for this issue Severity 2 Business is severely impeded e Your organization s business is impeded but can continue to operate e A major product feature such as reporting or updating is not functioning e There are widespread symptoms across your organization s infrastructure e Issues include installation failures conflicts with major br
9. and software or specific email flow problems e Your organization is generally able to provide available virus protection to the network but specific resources cannot be updated Severity 3 Business is impacted but your organization can function normally e Your organization s ability to conduct business is not affected e Symptoms affect a single system or isolated parts of the environment e Specific functionality is not working Severity 4 Business is not affected but there are noticeable problems e Your organization s ability to conduct business is not affected e Symptoms affect only a few systems e Functionality loss has an easy workaround Severity 5 Requests for information or feature modifications e Requests for product documentation or other information that does not require troubleshooting and issue resolution e Requests for modifications to the functionality or design of McAfee products fAcAfee McAfee and or additional marks herein are registered trademarks or trademarks of McAfee Inc and or its affiliates in the US and or other countries All other McAfee Inc registered and unregistered trademarks herein are the sole property of their respective owners 2011 McAfee Inc All rights reserved McAfee Gold Support Handbook 16 Premium Support Offerings McAfee strives to provide the highest level of service with McAfee Gold Business support but some customers with complex or mission critical environments can
10. chestrator Product Guide https mysupport mcafee com Eservice productdocuments aspx A QuickTips video walkthrough is also available http www mcafee com us resources tutorials epolicy orchestrator quicktips video html Keeping your Products Current To address the constantly evolving threat landscape and deliver the most innovative and cost effective products McAfee regularly releases new product versions and discontinues old ones To ensure you are using the most current product version see https www mcafee com us enterprise support customer_service end_life html AcAfee McAfee and or additional marks herein are registered trademarks or trademarks of McAfee Inc and or its affiliates in the US and or other countries All other McAfee Inc registered and unregistered trademarks herein are the sole property of their respective owners 2011 McAfee Inc All rights reserved McAfee Gold Support Handbook 5 Staying Protected To keep you up to date on the latest threats and product updates McAfee offers a number of alerting services and online resources Alerts Support Notification Service The Support Notification Service SNS delivers product information to you by email End of Life patch and upgrade notifications threat reports DAT notices and critical alerts that require immediate attention This information helps you get the most out of your McAfee security investment and helps you avoid problems by keepin
11. es All other McAfee Inc registered and unregistered trademarks herein are the sole property of their respective owners 2011 McAfee Inc All rights reserved McAfee McAfee Inc 3965 Freedom Circle Santa Clara CA 95054 888 847 66 vw mcatee com McAfee Gold Support Handbook 13 Customer Feedback Program McAfee is committed to delivering world class customer service and support and has partnered with industry leader Walker Information as part of our Customer Feedback Program Customer Satisfaction Surveys are sent out at the closure of service requests in the form of a web based survey delivered via an email invitation from support walkerinfo com Not all service requests will generate surveys to limit the number of emails sent to a given customer The information in the survey is confidential and is used only for improvements in the service that McAfee provides and to ensure that you are satisfied with the service you received Survey information is not shared with any entity outside of McAfee McAfee and or additional marks herein are registered trademarks or trademarks of McAfee Inc and or its affiliates in the US and or other countries All other registered and unregistered trademarks herein are the sole property of their respective owners 2011 McAfee Inc All rights reserved McAfee Gold Support Handbook 14 Response Charter McAfee Gold Business Support customer Service Requests begin at the Tier support le
12. g you up to date To sign up for SNS go to http my mcafee com content SNS Subscription Center McAfee Labs Security Advisories McAfee Labs Security Advisories are notifications created by the global research team to map high profile threats to the McAfee technologies that remediate against that threat Sign up for McAfee Labs Security Advisories at https www mcafee com us threat_center securityadvisory signup aspx McAfee Labs DAT Notification Service McAfee Labs DAT notifications inform you when DATs are ready to download Every Monday through Friday McAfee 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 McAfee Labs assigns a risk assessment to the threat that is Medium or above you will be notified of the emergency DAT posting Sign up for the McAfee Labs DAT notification service at https secure mcafee com apps mcafee labs dat notification signup aspx McAfee Labs Threat News McAfee 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 Details on the classification of threat levels are available at https www mcafee com us threat_center outbreaks virus library risk_assessment html Sign up for McAfee Labs Security Advisories at http www mcafee com apps mcafee labs signup aspx
13. help you quickly realize the full value of your McAfee security solution and accelerating your return on investment Additionally an improperly configured security product could result in reduced protection increased vulnerability to attack and degradation of system performance McAfee Professional Services consultants provide onsite assistance utilizing their extensive experience in deploying McAfee products http www mcafee com us services solution services index aspx Quickstart Services Smaller organizations can use benefit of security experts for installation deployment configuration or fine tuning assistance with McAfee s Quickstart services These experts can remotely connect to your system and take the effort out of implementing optimizing and configuring your McAfee security solutions http www mcafeequickstart com McAfee Product Education Learn the real world skills you need to effectively fight today s attacks and tomorrow s threats McAfee Product Education combines hands on experience with expert instruction so you can get the most from your McAfee security products http www mcafee com us services solution services index aspx Foundstone Consulting Foundstone is the pre eminent leader in network security consulting serving hundreds of high profile organizations in the Fortune 500 federal and state governments and the military Our bonded consultants are recognized experts educators and technical authors w
14. ho can assist in Network Assessments Health checks and Software and Application Services SASS http www mcafee com us services mcafee foundstone practice aspx Strategic Security Education Give your in house security team the tools and methodologies they need to defend your business Foundstone combines interactive classroom demonstrations with hands on labs Your students leave armed with a real world understanding of critical security issues and how to address them http www mcafee com us services strategic security education index aspx fAcAfee McAfee and or additional marks herein are registered trademarks or trademarks of McAfee Inc and or its affiliates in the US and or other countries All other McAfee Inc registered and unregistered trademarks herein are the sole property of their respective owners 2011 McAfee Inc All rights reserved McAfee McAfee Inc 3965 Freedom Circle CA 95054 McAfee Gold Support Handbook 18 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 McAfee and or additional marks herein are registered trademarks or trademarks of McAfee Inc and or its affiliates in the US and or other countries All other registered and unregistered trademarks herein are the sole property of their respective owners 2011 McAfee Inc All right
15. main It also includes a URL checking tool that provides status categorization and web reputation information for URLs in the TrustedSource Web Database URLs organized into categories and reputation ratings for use in web filtering policies You can also suggest categorization changes for URLs Visit TrustedSource at http www trustedsource org ficAfee McAfee and or additional marks herein are registered trademarks or trademarks of McAfee Inc and or its affiliates in the US and or other countries All other McAfee Inc registered and unregistered trademarks herein are the sole property of their respective owners 2011 McAfee Inc All rights reserved McAfee Gold Support Handbook T Online Access to Definition Files Many McAfee products require definition files or DATs The DATs contain the information that the anti malware engine requires to properly detect threats and clean infections The table below describes the various types of DAT files and when they are issued or used DAT type Description The daily DATs contain only the latest virus information with no scan engine and are updated on a daily basis Daily DAT files are downloaded automatically by your McAfee products If you need to download a copy of the latest daily DATs go to http www mcafee com apps downloads security updates security updates aspx Daily DAT A SuperDAT is a one step executable update for your regular DAT files and the an
16. monitoring cases e Online documentation and FAQs for each product e Video tutorials showing product demonstrations and configuration walkthroughs e Notification of changes in open support service requests Telephone access to skilled technicians e Support that is available 24 7 whenever a problem or outbreak may occur Unlimited number of calls to McAfee Technical Support e Regular updates on the status of open cases e Support technicians who are certified with high skill security qualifications Remote debugging and re configuration tools for rapid fault resolution Support in multiple local languages Product evaluations e Online McAfee Global Solutions Lab to test upgrades new products and new configurations e Free trials of new products available for download e New feature requests for enhancements to products Outbreak analysis and alerts Submit spam or virus samples for analysis e New threat notification Support Terms and Conditions For information on McAfee s Support Terms and Conditions see http www mcafee com us support support terms n_ conditions html NOTE Some support services may not be available on all products W McAfee McAfee Gold Support Handbook 2 Getting Started McAfee provides a wide range of tools and resources to help you get the most from your products and ensure that any problems are resolved as quickly as possible Grant Number Your Grant Number is the key to obtaining the benefits of your
17. n remotely on a client device using ePolicy Orchestrator ePO MVT https kc mcafee com corporate index page content amp id PD22556 MVT ePO packages can be downloaded here http mer mcafee com enduser downloadepomvt aspx MVT also can be manually executed on a client machine using http mvt mcafee com from that client For detailed information on how to use MVT and a list of supported products see https mvt mcafee com mvt Documents WalkThruGuide en us MVTWalkThroughGuide paf Endpoint Encryption Code of the Day Customers with McAfee Endpoint Encryption who need to access to certain functions within the McAfee device encryption disaster recovery toolkit SafeTech WinTech toolkit require a unique code that changes on a daily basis To access the Endpoint Encryption Code of the Day log into the ServicePortal https mysupport mcafee com and select Endpoint Encryption Code of the Day under Additional Services on the website banner Minimum Escalation Requirements MER Tool The MER tool is a utility for collecting McAfee product and general system information to assist our technicians with diagnosing issues The information collected by the MER tool includes an MSD report or other OS equivalent event logs McAfee registry keys McAfee log files and current McAfee EXE files The exact files collected will differ by product and version After the tool collects the necessary data it will create a TGZ compressed file you can send t
18. nd where you need it Platinum Large Enterprise Support Tailored to large and complex organizations focused on minimizing disruptions and reducing their total cost of ownership The Large Support Account Manager acts as an extension to your IT security team working closely with them on solutions planning assistance pre emptive advice and direct intercession on your behalf for the fastest possible resolution to complex technical issues Assigned Product Specialists are on call to provide detailed technical assistance when required Platinum Resident Enterprise Support Organizations requiring the highest level of pre emptive assistance to manage their complex environments gain significant benefit from a dedicated Resident Support Account Manager or Product Specialist embedded with their IT security team An onsite expert can engage directly with pre deployment planning and best practice to maximize protection and minimize risk fAcAfee McAfee and or additional marks herein are registered trademarks or trademarks of McAfee Inc and or its affiliates in the US and or other countries All other McAfee Inc registered and unregistered trademarks herein are the sole property of their respective owners 2011 McAfee Inc All rights reserved McAfee Gold Support Handbook 17 Additional Services Solution Services Many customers do not have the time or resources to fully deploy their security products McAfee Professional Services can
19. ness day apart If we receive an out of office notification we will postpone follow up attempts for that period After three unsuccessful attempts we will assume that your issue is resolved and send a notification that the request has been closed You can call McAfee Support at any time within the next 30 days to reopen the request AcAfee McAfee and or additional marks herein are registered trademarks or trademarks of McAfee Inc and or its affiliates in the US and or other countries All other McAfee Inc registered and unregistered trademarks herein are the sole property of their respective owners 2011 McAfee Inc All rights reserved McAfee Gold Support Handbook 12 Checking the Status of your Service Requests The McAfee ServicePortal offers several options for viewing the status of your Service Requests e View My Open Service Requests e View All My Service Requests e View All My Company Service Requests Chat Support with Remote Assistance Log in to the ServicePortal to use chat support You can use chat to check the status of existing cases or work with a technician for interactive problem solving Currently chat support is offered in English only and is not available for all products After you initiate a chat session 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 With you
20. o our technician to analyze or escalate The MER tool is updated regularly Download the latest version at https kc mcafee com corporate index page content amp id KB59385 For additional information on how to use the MER tool see http mer mcafee com enduser lang English WebMERWalkthrough pdf Due to limitations in some operating systems and other concerns the MER tool is not available for all products fAcAfee McAfee and or additional marks herein are registered trademarks or trademarks of McAfee Inc and or its affiliates in the US and or other countries All other McAfee Inc registered and unregistered trademarks herein are the sole property of their respective owners 2011 McAfee Inc All rights reserved 3965 Freedom Circle 9054 McAfee Gold Support Handbook 11 Assisted Technical Support If you require assistance from a Support Technician McAfee Gold Business Support provides Online Service Requests Chat and Telephone support To help us resolve your issue as quickly as possible please ensure that you have the following information available e Technical Support Grant Number e Geographic location of the software installation e Detailed description of the problems or errors e Description of the hardware that the software is installed on including the serial number or service tag where applicable hardware must meet published McAfee specifications Name and versions of any operating system network and
21. oaded from the McAfee Downloads portal Authenticate with your Grant number to display all of the products available for download under your support contract http www mcafee com us downloads Patches and Hotfixes Software updates for most McAfee products are available from the ServicePortal Click the Download Product Updates link under Self Service To access software patches and upgrades for former Secure Computing products see https www securecomputing com index cfm skey 246 Hardware Support McAfee Hardware Technical Support provides a maintenance program for service and repair of McAfee appliances There are several Hardware Support Programs available to assist customers with the peace of mind to have their appliance diagnosed quickly in the event of a failure or other issue For more information on McAfee Hardware Support see http mcafee com us local_content datasheets hardware support user guide pdf Activations Some McAfee products including McAfee Firewall Appliances McAfee SmartFilter and McAfee Web Reporter require activations If your product requires activation go to https www securecomputing com index cfm skey 231 Configuring ePolicy Orchestrator for Updates Upgrades McAfee recommends that you use McAfee ePolicy Orchestrator ePO to automate the deployment of your McAfee software updates and virus definitions For instructions on how to deploy updates via ePolicy Orchestrator see the ePolicy Or
22. r permission McAfee technical support technicians can also open a remote control share connection to view your desktop and work directly with you to diagnose and resolve issues Phone Support McAfee Gold Business Support provides telephone access to our technical support technicians 24 hours a day 365 days a year Commercially reasonable effort is made to provide local language support in most countries during business hours and in English at other times Local language phone support my not be available for all products To use phone support you will be asked to provide your McAfee Grant number Check the McAfee website at https Awww mcafee com us about contact index html for the latest Technical Support telephone numbers for your country Quality assurance through our Witness program McAfee Technical Support strives to provide the best possible service and has invested in a comprehensive call management tool that enables management and the business excellence team to recover all details regarding a specific case The Witness tool records data as it is entered into our system including engineers keystrokes and mouse positions and it synchronizes this with the recorded call or chat session This information is used to provide feedback to our engineers for training on best practices fAcAfee McAfee and or additional marks herein are registered trademarks or trademarks of McAfee Inc and or its affiliates in the US and or other countri
23. reduce their own internal support costs by choosing a more proactive and personalized support solution Gold Enhanced Business Support Ideally suited for businesses with more complex security environments that could normally take longer to identify root causes and resolve problems Gold Enhanced Business Support provides all of the benefits of Gold Business Support but also included direct access to Product Specialists Their expertise and security knowledge ensure that your complex issues are resolved quickly to minimize risk to your business Platinum Enterprise Support Enterprises worried about business continuity and compliance need a higher level of accountability and predictive support An assigned Support Account Manager SAM provides personalized support risk assessments proactive advice and escalation for complex technical issues Customers also gain the benefit of direct access to Product Specialists for detailed technical assistance on their products Platinum Global Enterprise Support Platinum Global Enterprise Support is ideal for multi national organizations centrally managed from a headquarters location An assigned Global Support Account Manager provides centralized account management in addition to Product Specialists in each region 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 a
24. s reserved
25. them e What symptoms cause you to suspect that the sample is malicious e Whether any security products find a virus tell us the security vendor its product name the version number and the virus name assigned to the sample e Your McAfee product information product name engine and DAT version e Any system details that may be relevant including operating system and service packs Finding Samples to Submit McAfee KnowledgeBase Article KB53094 can assist customers in finding malicious samples on their systems What Not to Submit Please do not send screenshots anti virus or HijackThis logs or prefetch files through McAfee ServicePortal Platinum Portal or email Send only the suspected malicious files fAcAfee McAfee and or additional marks herein are registered trademarks or trademarks of McAfee Inc and or its affiliates in the US and or other countries All other McAfee Inc registered and unregistered trademarks herein are the sole property of their respective owners 2011 McAfee Inc All rights reserved McAfee Gold Support Handbook 10 Automatic Diagnosis and Remediation One of the quickest ways to resolve a technical problem is with McAfee Virtual Technician MVT This is an automated tool can determine if 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 MVT can be ru
26. ti malware engine used by your product A SuperDAT can be used to update the DATs and SuperDAT engine when other update methods have failed or if a system must be taken off the network To download SuperDATs go to http www mcafee com apps downloads security updates security updates aspx Beta DATs are hourly builds of the daily DAT files with additional malware definitions that have been received recently Beta DATs receive limited false positive testing and are Beta DAT recommended for use primarily on high risk systems or when an infection is not detected by the daily DATs To download Beta DATS go to http Awww mcafee com apps mcafee labs beta dat file updates aspx Extra DATs are temporary definition files delivered directly by McAfee Labs in response to submitted malware that is not yet covered in the daily DAT files Extra DATs are intended to Extra DAT provide emergency coverage until the new malware can be incorporated into the daily DATs Extra DATs automatically expire and are deleted when the extra detections are added to the daily DATs In addition to the regular DAT files several McAfee products such as VirusScan Enterprise make use of our Global Threat Intelligence technology Global Threat Intelligence supplements detection in the DAT signatures with real time behavior analysis You can reduce your company s potential exposure to threats by enabling this feature How it works 1 A user receives a file that the scan
27. uickly and easily The McAfee ServicePortal https mysupport mcafee com is your starting place for a comprehensive searchable collection of support tools including the KnowledgeBase product documentation and software downloads Make sure you log in to get the most value from the ServicePortal KnowledgeBase The McAfee KnowledgeBase contains over 15 000 articles and provides a quick and easy way to find resolutions to your questions It offers a powerful search feature and quick links to top searches recently added content common issues The Search the KnowledgeBase link on the McAfee ServicePortal provides the ability to use a query based search to find solutions to questions about McAfee Products Query results can then be refined using filters on the left side of the page Up to 50 articles can be flagged as favorites on the KnowledgeBase home page by clicking Add to Favorites at the top of an article To removing an article from your Favorites click My Favorites on the right side of the page then click Remove beside the article name You can also Browse the KnowledgeBase by product and version McAfee Community The McAfee Community enables you to connect with other customers to learn and share solutions about McAfee products Community members can post discussions form user groups share documents and write blog posts You must register to post so join today Visit the McAfee Community at http community mcafee com
28. vel and are assigned a Service Request number to manage the resolution of the issue We attempt to resolve every issue on the first call Unresolved customer issues are evaluated based on severity and priority of resolution Based on this information they are assigned an impact level value If tier resources have been exhausted or the issue is assigned a high impact level it is escalated to successive tiers as needed for resolution Each tier in the McAfee Support organization will use all available resources to resolve the customer issue These processes apply to all Service Requests that are escalated within the McAfee Technical Support organization Escalation and response times Depending on the severity level the McAfee response charter sets out clear guidelines as to how frequently you ll be contacted by our technicians about 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 Tier Severity Response Phone 1 Business has Average under 30 minutes 30 minutes 4 hours Continuous stopped 5 minutes phone bridge 2 Business is Average under 2 hours 2 hours 6 hours severely impeded 5 minutes Tier Escalation Tier Il Escalation Tier Ill Escalation to Status to Tier Il to Tier Ill Development Updates 3 Business Average under 3 days 5 days 5 days impeded 5 minutes but functioning 4 Business not 10 days 15 days 25 days
29. y changes and enhancements and to mitigate any possible issues you might encounter Register using your email address at https www mcafee com gsl Training and Professional Services If you would like assistance with your deployment or checking the health of your installation McAfee offers a number of professional services For on site assistance contact McAfee Solution Services at solution Services mcafee com Smaller organizations can use our QuickStart services http www mcafeequickstart com that offer remote deployment and health check services McAfee also provides a number of comprehensive online and classroom training courses for more information visit http www mcafee com us enterprise services education index html Downloading Your Products McAfee constantly enhances its products to combat new attacks and prevent data loss Regularly upgrading products ensures that systems have the maximum level of protection while minimizing the possibility of encountering an issue that has already been addressed in a later version ficAfee McAfee and or additional marks herein are registered trademarks or trademarks of McAfee Inc and or its affiliates in the US and or other countries All other McAfee Inc registered and unregistered trademarks herein are the sole property of their respective owners 2011 McAfee Inc All rights reserved McAfee Gold Support Handbook 4 McAfee Downloads Portal McAfee software can be downl
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