McAfee GOLD 1.0 User manual
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..........................................................3
Getting Started ..................................................................................4
Maximizing Your Security..........................................................................4
Tools and Resources ..............................................................................8
Support Tools ...................................................................................12
Getting Help ...................................................................................13
Requesting Technical Help ........................................................................15
Malware Identification ...........................................................................18
Response Charter................................................................................19
Customer Satisfaction ............................................................................21
Useful Information ..............................................................................21
Additional Gold Technical Support Contact Information ...............................................24
McAfee Gold Technical Support www.mcafee.com
3
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. You’ll receive global technical support to help you install your McAfee solutions and
ensure that they’re working properly, so that all of your locations worldwide stay protected. You will also get access to a
variety of other services that are valuable throughout the life of your products.
Summary of Gold Technical Support benefits
Product updates/upgrades
• Stayingsecure,asthelatestversionsofyourproductsareincludedwithGoldTechnicalSupport
• Protectionfromthelatestthreatswithdailyupdatesofanti-virussignaturefiles
Online services
• OnlineKnowledgeBaseforeasyaccesstosolutions
• McAfeeVirtualTechniciantoautomaticallyresolvemanycommonissues
• Chatandwebsupportforopeningandmonitoringcases
• OnlinedocumentationandFAQsforeachproduct
• Videotutorialsshowingproductdemonstrationsandconfigurationwalkthroughs
Telephone access to skilled technicians
• Supportthatisavailable24/7,wheneveraproblemoroutbreakmayoccur
• UnlimitednumberofcallstoMcAfeeTechnicalSupportwithnoneedfornamedcontacts
• Regularupdatesonthestatusofopencases
• Supporttechnicianswhoarecertifiedwithhigh-skillsecurityqualifications
• Remotedebuggingandre-configurationtoolsforrapidfaultresolution
• Supportin13languages
Product evaluations
• OnlineMcAfeeGlobalSolutionsLabtotestupgrades,newproducts,andnewconfigurations
• Freetrialsofnewproductsavailablefordownload
• Newfeaturerequestsforenhancementstoproducts
Outbreak analysis
• Submitspamorvirussamplesforanalysis
Information
• Newthreatnotification
• Newupdatenotification
• Notificationofchangesinopensupportservicerequests
Bestregards,
The McAfee Gold Technical Support Management Team
McAfee Gold Technical Support www.mcafee.com
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Getting Started
As a new customer, you may wish to print this guide and forward it to colleagues who might require support under your
support contract.
Accessing Gold Technical Support
The Grant Number
YourMcAfeeGoldTechnicalSupportGrantNumberisyourproofofavalidsupportcontractandshouldbekeptinasafe
place.IfyouloseyourGrantNumber,itmaytakesignificantlylongertosubmitasupportcalloraccessonlinecontentfrom
the McAfee web site.
Ifyouhavenon-technicalquestionsregardingyourcontract,youcancontactCustomerServiceviatelephoneoronlinesubmission,
or review the most common customer issues at http://www.mcafee.com/us/medium/support/customer_service/top_issues.html.
Staying up to date
As part of the Gold Technical Support contract, you are entitled to the latest versions of your McAfee products. Those
productsshouldbeupgradedasquicklyaspossibletoensurethatsystemshavethemaximumlevelofprotection.Foranti-
virus products, it is also necessary to download the latest malware signature (DAT) files. Information about updating and
upgrading your software can be found in the Product upgrades and Product updates section of this document.
Duetotheever-evolvingthreatsintoday’snetworkingenvironment,McAfeerecommendsthatyoudeploythelatest
versions of software. The End-of-life section of this document tells you where you can go to find out when support will
end on previous versions of McAfee’s products.
PleasealsoensurethatthenumberofnodescoveredbytheGrantNumbercorrectlymatchesthenumberofnodesonwhich
you are deploying the software, as failing to do this could result in a violation of your McAfee contract.
Maximizing Your Security
Duetotheever-evolvingthreatfromattackanddataloss,McAfeeisconstantlyenhancingitsproductstoensurethatyou
receive the maximum protection. Staying up to date with the latest products also minimizes the potential of encountering
an issue that has already been addressed in a later version. We understand that customers need to be very comfortable with
productenhancementsandsowedelivertoolssuchastheGlobalSolutionsLabtowalkthroughaninstallationorupgrade
in a standalone environment before deploying in a live network.
Product downloads and upgrades
Gold Technical Support customers may download the latest versions of the software they have purchased, and see which
have active Gold Technical Support. This service is included with your support contract and provides maximum security for
systems by providing protection from the very latest threats.
You can check for available software at https://secure.nai.com/apps/downloads/my_products/login.asp. Entering a valid
GrantNumberatthissitewilldisplaythesoftwareentitledtosupportunderthatcontract,whichcanthenbedownloaded
for installation.
CustomerswhohavepurchasedMcAfeeTotalProtectionServicesolutionscanusetheirregistrationemailaddressandthe
password they were sent with their welcome letter to download their products directly from the McAfee SecurityCenter at
https://www.mcafeeasap.com/intl/EN/asp_home/myaccount.asp.
SpecificinstructionsfordeployingyourproductcanbefoundintheMcAfeeKnowledgeBase,alongwithvideotutorialsthat
provideastep-by-stepwalkthroughoftheprocedure.
An example video can be seen at http://knowledge.mcafee.com/solution/mcafee/tutorials/epo/epo_3.5_rev_vse8_checkin_w-
audio.html.
McAfee Gold Technical Support www.mcafee.com
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Product updates
McAfee Avert®Labsisthetop-rankedanti-virusresearchcenterintheworld,andemploysresearchersin16countries.The
primaryresponsibilityofAvertLabsistosupportthecomputingpublicandMcAfeecustomers.Wehelpusersworksecurely
by researching new threats and proactively identifying threats that may arise in the future.
AspartofMcAfee’scommitmenttominimizingthethreatofattacktoitscustomers,AvertLabsproducedailyupdates
covering the latest virus outbreaks. With widespread outbreaks, emergency DAT files are created and posted to provide
rapid protection from these threats.
Sign up for daily DAT notifications at http://vil.nai.com/vil/signup_dat_notification.aspx.
Automatic updates with McAfee ePolicy Orchestrator or McAfee ProtectionPilot
Forlargenetworkdeployments,McAfeeePolicyOrchestrator®(ePO™)orMcAfeeProtectionPilot™enable distribution of
applications and virus signatures to multiple nodes on the network. These centralized applications are simple to configure
and provide an automated solution to updating software.
The instructions for obtaining the latest DAT files and copying them to the Master Repository can be found in the
KnowledgeBaseathttp://knowledge.mcafee.com/SupportSite/search.do?cmd=displayKC&docType=kc&externalId=NAI31632&
sliceId=SAL_Public&dialogID=1077249.
OncetheDATfileshavebeendownloadedtoePO,theupdatescanthenbedeployedtotheendnodes,withthe
instructionsprovidedinthefollowingKnowledgeBasearticleathttp://knowledge.mcafee.com/SupportSite/search.do?cmd=di
splayKC&docType=kc&externalId=NAI31705&sliceId=SAL_Public&dialogID=1465160.
Manual updates
Therearethreetypesofupdatesforvirusdefinitionfiles;theycanbefoundinthedownloadsectionoftheServicePortalat
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 engines, and is the quickest way
to update your system’s protection against threats. (The scan 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 SuperDAT
fileusingthe/eswitch(forexample,SuperDat.exe/e).
Daily DAT files
These signature files contain only the latest virus information (with no scan engine) and are updated on a daily basis.
Extra DAT files
If a virus outbreak of a medium or higher risk is detected, then an extra DAT will be generated to rapidly protect customers
from the threat. This file will contain just the DAT and no scan engine files.
DefinitionsofrisklevelscanbefoundontheAvertLabswebsiteathttp://www.mcafee.com/us/threat_center/outbreaks/
virus_library/risk_assessment.html.
McAfee Gold Technical Support www.mcafee.com
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Patches and maintenance releases
ProductpatchesandmaintenancereleasesareavailableonlyafteryouhaveloggedintotheMcAfeeServicePortalathttps://
mysupport.mcafee.com/eservice_enu/start.swe.
OnceyouareloggedintotheServicePortal,clicktheDownload Software Updates link on the main page to see the list of
product patches and a link to other product updates.
Availablepatchesarelistedinalphabeticalorder,soitmaybenecessarytoclickontheright-facingarrowtoadvance
throughthelistofpatches.Onceyouhaveadvancedthroughseveralscreensofthepatches,itispossibletomove
backwardsbyclickingontheleft-facingarrow.Youcanalsoqueryforthespecificnameofapatchthatyoumayhavebeen
instructed to download and apply to your environment.
IfyoudonotlogintotheServicePortalordonothaveavalidGrantregistered,noneoftheavailableproductpatchesare
visible, and you will be directed to the general product downloads area where you can access general product updates and
product upgrades.
McAfee Gold Technical Support www.mcafee.com
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Notifications
AsaMcAfeecustomer,youcanreceivethebenefitsofMcAfeeAvertLabstohelpyoumaintainthehighestpossiblelevel
ofsecurity.McAfeeAvertLabshasover100dedicatedresearchersin14countriestocontinuouslymonitorthelatestthreats
and provide remediation, helping you stay ahead of the latest threats and respond quickly to emergencies.
McAfee Threat Center
The McAfee Threat Center provides one location that contains a comprehensive list of top vulnerabilities and threats. It
alsocontainslinkstousefultoolsforvirusremovalandMcAfeeFoundstone®tools that can simulate a vulnerable site to
highlight common weaknesses. Visit the McAfee Threat Center at http://www.mcafee.com/us/threat_center/default.asp.
Included on the McAfee Threat Center are:
• Sage journal—McAfeeAvertLabs’securityjournalprovidinginsightsintofuturesecuritythreats
• McAfee AudioParasitics—Podcastsonthelatestthreats
• Avert blog—BlogsfromMcAfeemalwareresearchers
• Current malware and vulnerability descriptions—Rankings on the latest threats
McAfee Avert Labs Threat News
McAfeeAvertLabsThreatNewsisanemailnotificationtoinformsubscribersofthelatestinformationregardingthreats
thatreachLow-Profiled,Medium,Medium-On-Watch,High,orHigh-Outbreakassessmentlevels.
SignupforAvertLabsThreatNewsathttp://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.
McAfee Avert Labs Security Advisories
McAfeeAvertLabsSecurityAdvisoriesareanotificationservicebackedbyourglobalresearchteam.TheseSecurity
Advisoriesmaphigh-profilethreatstotheMcAfeetechnologiesthatprotectyourenvironment.
SignupforAvertLabsSecurityAdvisoriesathttp://www.mcafee.com/us/threat_center/securityadvisory/signup.aspx.
McAfee Avert Labs DAT notification service
EveryMondaythroughFriday,McAfeeAvertLabspoststhelatestDATstoensurethatyourproductcontainsthemostup-to-
datedetectionandrepaircapabilities.Asasubscribertothisservice,youwillreceiveanemailfromAvertLabsinformingyou
thattheDATsarereadytodownload.IntheeventasecuritythreatisdiscoveredandAvertLabsassignsariskassessmentto
thethreatthatisMediumorabove,AvertLabswillposttheDATsandnotifyyouoftheemergencyDATposting.
SignupfortheAvertLabsDATnotificationserviceathttp://vil.nai.com/vil/signup_DAT_notification.aspx.
McAfee Gold Technical Support www.mcafee.com
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Tools and Resources
McAfee provides a wide range of tools and resources to ensure that your problems will be resolved as quickly as possible.
These tools include automated applications that check to make sure that your products have been installed correctly, as well
as access to a skilled technician any time of the day or night as needed.
TheMcAfeeServicePortal(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.
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
forgottenGrantNumberorlicensingqueries.
McAfee Gold Technical Support www.mcafee.com
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Technical Support KnowledgeBase
TheKnowledgeBasecontainsover10,000articlesandprovidesaquickandeasywaytofindresolutionstoissues.Included
intheKnowledgeBasearequicklinkstotopsearches,hottopics,recentlyaddedcontent,andcommonissues.Thesearch
engineprovidesresolutionflowstorefinesearchcriteria.TheKnowledgeBasearticlesthemselvesprovidetext-based,video,
andrealenvironmentswithintheGlobalSolutionsLab.
Technical Support
Selecting the Technical Support option provides full access to all McAfee support solutions and tools to resolve issues as
quickly as possible.
McAfee Gold Technical Support www.mcafee.com
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Togainthemaximumbenefit,usersshouldlogintotheServicePortal
usingthenavigationpaneontheleft-handsideofthescreen.
Creating an account
NewuserscancreateaServicePortalaccountusingthelinkprovided.
Youwillbepromptedforyourname,emailaddress,GrantNumber,
and preferred language.
Pleasenotethatyouremailaddressdomainname([email protected])
shouldmatchallotherusersregisteredwiththatGrantNumber.Ifyou
need to register with a different domain name, please contact Customer
Service.(Passwordsneedtoincludeuppercasecharacters,numbers,and
at least one special character.)
Self-healing
OneofthequickestwaystoresolveatechnicalproblemistousetheMcAfeeVirtualTechnician(MVT).Thisisaweb-based
automatedtooldesignedtodetermineifyourMcAfeeproductsareinstalled,updated,andworkingcorrectly.Aneasy-to-
followinterfaceallowsforaseamlessexperience.Issuesareproactivelydiagnosedandresolvedwhereappropriate.For
more information, please see the McAfee Virtual Technician section 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
QuicklinkstoKnowledgeBasearticles,productdocumentation,andfrequentlyaskedquestions(FAQs)areavailabletoall
users; the Attack Encyclopedia is also available to registered customers.
Support by seeing
You can view video tutorials on product installation and configuration that illustrate some of the top technical issues related
toMcAfeeproducts.Astep-by-stepapproachisprovided,visuallycapturingthescreenduringtheprocesswhileahuman
voice explains each step for better understanding and faster problem resolution.
Support by doing
As a registered customer, you can download software updates, daily DATs, signature files, and agent files to ensure that
yourproductsareprotectedfromthelatestthreats.UserscanalsovisittheGlobalSolutionsLabforalivetestenvironment,
allowingpre-deploymenttestingofproductinstallationsandupgrades.
McAfee Gold Technical Support www.mcafee.com
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Interactive support
Ifourself-supportoptionsareunsuccessfulatresolvingyourissue,youcansubmitaservicerequest,oryoucanview
previously logged requests to monitor resolution progress and history.
Featuresofthesystemallowyouto:
• Setaseverityleveluponcreation
• Includeattachments
• Updaterequestswithcomments
• Resolvehigh-priorityissuesthroughlivechatwithanagent
• Receiveproactiveemailnotificationsonopenservicerequests
• Changeemailsettingsandupdateaccountinformationinauserprofile
Hot topics
Searchandviewhottopicsandcommontaskslocalizedin13languages.Linkstothetop-tenmostcommonlyasked
questions are displayed on the search page and are useful for quickly receiving information about 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:*
• Dutch
• English
• French
• German
• Italian
• Japanese
• Korean
• Mandarin(ChineseSimplifiedUTF-8)
• Portuguese(Brazil)
• Spanish
• Swedish
*All localization is provided on a commercially reasonable basis.
McAfee Gold Technical Support www.mcafee.com
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Support Tools
McAfee Global Solutions Lab
TheMcAfeeGlobalSolutionsLabprovidescustomerswithhands-onaccesstorealenvironmentscontainingMcAfee’s
productsattheclickofamouse.TheGlobalSolutionsLabprovidestheperfecttestenvironmenttotryoutnewfunctionality
and to evaluate the upgrade process from one version of product to the next.
Simply log on at www.mcafee.com/gsl.
INTERNET
User Connects via the Internet Select Product
and Requirement
Remote Access
to Real Products
Video Tutorials
Attack
Device Victim
Device
McAfee
IntruShield®
TheGlobalSolutionsLabinfrastructureincludesMcAfee’sserver-andappliance-basedproducts,alongwithattack
simulation tools to see actual products in action.
Upgrade environments
Walk through a product upgrade in a clean and contained environment, allowing for product familiarization and risk
mitigation before deploying in a live environment.
Installation environments
Try out a product installation in a safe and reproducible environment, knowing that any major mistakes can be resolved
simply by closing down the environment and starting again.
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).
McAfee Gold Technical Support www.mcafee.com
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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.
McAfee Gold Technical Support www.mcafee.com
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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.
McAfee Gold Technical Support www.mcafee.com
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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.
McAfee Gold Technical Support www.mcafee.com
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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
McAfee Gold Technical Support www.mcafee.com
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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. You can
also upload attachments such as log files and network diagrams in the Attachments section of the service request.
McAfee Gold Technical Support www.mcafee.com
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Malware Identification
If you suspect that your system has been compromised by a virus, 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,
youcansubmitasampleforanalysisbyMcAfee’sAvertLabsresponseteamathttp://vil.nai.com/vil/submit-sample.aspx.
WebImmuneisthepreferredmethodtosubmitsamplestoAvertLabs,asitprovidesthefastestturnaroundtimeonsample
reviewsandprovideshistoricalinformationofallsamplesthatyouhavesubmitted.ByaccessingtheWebImmunewebsite
(http://www.webimmune.net)andcreatingafreeaccount,youwillbeabletouploadfilesdirectlytoAvertLab’sautomated
systems for review. If the automated system is unable to determine that a threat exists, then the issue will be escalated to
AvertLabsanalysts.
More information about WebImmune can be found at https://www.webimmune.net/faqs.asp.
WebImmunewasthefirstInternetvirussecurityscannerthatresidesontheweb.Itisavailable24/7/365andenablesyouto
receiveinformationaboutyourfiles,includingsolutionsandreal-timefixes,ifrequired.
When you submit a sample to WebImmune, you will get one of the following four responses:
• ThisisinthecurrentDATandyoushouldupdatetothelatestDATfiles
• Thisisaknownthreat,notinthecurrentDATset,andanextraDAThasbeencreated
• ThisisnotaknownthreatandhasbeenescalatedtoaresearcherwithinAvertLabs
• Thisisaknowncleanfile
Detection of an infected file
If your file is infected with a virus, it is recommended that you submit a case to Technical Support and state the WebImmune
IDnumber.McAfeeTechnicalSupportandtheAvertLabsteamwillthenworktogethertoassistinidentifyingsuspicious,
malicious, or offending processes through data collection, customer conference calls, and information sharing across support
levelsandAvertLabslevels.
McAfee Gold Technical Support www.mcafee.com
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Response Charter
Gold Technical Support customer calls are initiated at the Tier I support level and are assigned a service request number to
manage the resolution of the issue. Every attempt is made to resolve the customer issue. Unresolved customer issues are
evaluatedbasedonseverityandpriorityofresolution.Basedonthisinformation,theyareassignedanimpactlevelvalue.
Iftierresourceshavebeenexhaustedortheissueisassignedahigh-impactlevel,itisescalatedtosuccessivetiersasneeded
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
Engineering/Product Management/
Manufacturing/Avert Labs
Tier III Gold Support Product Specialist Support Account Manager
Tier II Gold Support
Tier I Gold Support
Gold Customer Gold Select Customer Platinum/Platinum Select Customer
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.
Severity Tier I Response
Tier I Escalation
to Tier II
Tier II Escalation
to Tier III
Tier III Tier III
Escalation to Dev Status Updates
1. Business has stopped Immediate 30 minutes 30 minutes 4 hours Continuous phone bridge
2. Business is severely impeded Immediate 2 hours 2 hours 6 hours Hourly
3. Business impeded
but functioning
Immediate 3 days 5 days 5 days Daily
4. Business not affected,
symptoms exist
Immediate 10 days 15 days 25 days Weekly
5. Request for information Immediate 15 days 20 days 30 days Every two weeks
McAfee Gold Technical Support www.mcafee.com
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Escalation requirements
In the event that your service request needs to be escalated within McAfee Technical Support, a Minimum Escalation
Requirements Tool (MERTool) 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.
TheinformationthatwillbeobtainedbytheMERToolwillincludeanMSDreport(orotherO/Sequivalent),eventlogs,
McAfee registry keys, McAfee log files, and current McAfee EXE files. (This is just a basic range of the types of files that
willbeobtained.)Onceobtained,thetoolwillcreateaTGZ(compressed)file,whichcanthenbesenttoourtechnicianto
analyzeorescalate.Pleasenotethatoncertainissues,ascreenshotoftheerrorwillalsoberequestedinadditiontothe
MERTool being run.
MERTools are updated regularly. To ensure that the latest copy is used, download a new version every time an escalation is
required. MERTools can be found at http://knowledge.mcafee.com/SupportSite/dynamickc.do?externalId=NAI33333&sliceId=S
AL_Public&command=show&forward=nonthreadedKC&kcId=NAI33333.
Severity definitions
McAfee defines the “severity” of an issue based on how much 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
• Yourorganizationcannotconductbusinessorbusinessisseverelyimpacted
• Theproductisnotfunctioning
• Internetconnectivityoremailflowhasstopped
• Yourorganizationisunabletoprovideavailablevirusprotectiontothenetwork
• Thereisnoviableworkaroundforthisissue
Severity 2—Business is severely impeded
• Yourorganization’sbusinessisimpededbutcancontinuetooperate
• Amajorproductfeature,suchasreportingorupdating,isnotfunctioning
• Therearewidespreadsymptomsacrossyourorganization’sinfrastructure
• Issuesincludeinstallationfailures,conflictswithmajorbrandsoftware,orspecificemailflowproblems
• Yourorganizationisgenerallyabletoprovideavailablevirusprotectiontothenetworkbutspecificresourcescannot
be updated
Severity 3—Business is impacted, but your organization can function normally
• Yourorganization’sabilitytoconductbusinessisnotaffected
• Thesymptomaffectsasinglemachineorisolatedpartsoftheenvironment
• Specificfunctionalityisnotworking
Severity 4—Business is not affected, but there are noticeable problems
• Yourorganization’sabilitytoconductbusinessisnotaffected
• Symptomsonlyaffectafewmachines
• Functionalitylosshasaneasyworkaround
Severity 5—You request information or a feature modification request (FMR)
• Yourequestfurtherinformation
• Yourequestmodificationtoproducts
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