Gold Support Handbook
4
Getting Support
McAfee provides a wide range of tools and resources to ensure that your problems will be resolved as quickly as
possible. These tools include self-help options, automated solutions that check to make sure that your products have
been installed correctly, and access to skilled technicians online or by phone.
Grant Number
Your McAfee Gold Technical Support Grant Number is your proof of a valid support contract. Keep it in a safe place. If
you lose your Grant Number, it may take significantly longer to submit a support call or access online content.
Note: It is a violation of your McAfee contract to install software on more nodes or appliances that are covered by your
Grant Number.
Online Self-Help
McAfee’s online self-help solutions give you the tools to quickly resolve issues without the need to contact a
Technical Support Engineer. The Platinum Portal includes award-winning tools such as McAfee Virtual Technician
and our comprehensive knowledgebase, while the McAfee Community gives you the opportunity to collaborate with
other McAfee customers as well as members of our support and development organizations.
The McAfee ServicePortal
The McAfee ServicePortal (https://mysupport.mcafee.com)
The first time you use the ServicePortal, create a user ID and password by clicking New User. 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.
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.
Your email address domain name should match all other users registered with that Grant Number. If you need to
register with a different domain name, contact Customer Service.
McAfee Virtual Technician – One of the quickest ways to resolve a technical problem is to use the McAfee Virtual
Technician (MVT). This is an automated tool, accessible from the ServicePortal and designed to determine if your
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.
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.pdf
Search the KnowledgeBase – The McAfee KnowledgeBase contains over 15,000 articles and provides a quick and
easy way to find resolutions to issues. It offers a powerful search feature and quick links to top searches, recently
added content, common issues, and the ability to create your own list of favorite articles.
To begin a search, type a question and click Ask. Then filter the search results using the facets on the left side of the
page. For additional tips on how to effectively search the KnowledgeBase, click Tips under the Ask button.
If you are logged in to the ServicePortal, you can subscribe to an article or make it one of your Favorites. When you
subscribe to an article, you receive an email whenever the article is updated. To set up a Subscription, open the article
and click Subscribe at the top of the page. Subscriptions expire 90 days from the date that you subscribed. To renew
or cancel a subscription, click My Subscriptions on the right side of the page, then click Renew or Unsubscribe
beside the article name.
