McAfee Gold Technical Support www.mcafee.com
4
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.
