McAfee HARDWARE 1.4 User manual

McAfee Hardware
Technical Support
User Guide
Version 1.4

McAfee Inc. © 2007 Hardware Support v1.4 User Guide
Page ii
COPYRIGHT
Copyright © 2006 McAfee, Inc. All Rights Reserved.
No part of this publication may be reproduced, transmitted, transcribed, stored in a retrieval system, or translated into any language in
any form or by any means without the written permission of McAfee, Inc., or its suppliers or affiliate companies.
TRADEMARK ATTRIBUTIONS
ACTIVE FIREWALL, ACTIVE SECURITY, ACTIVESECURITY (AND IN KATAKANA), ACTIVESHIELD, CLEAN-UP, DESIGN (STYLIZED
E), DESIGN (STYLIZED N), ENTERCEPT, EPOLICY ORCHESTRATOR, FIRST AID, FOUNDSTONE, GROUPSHIELD,
GROUPSHIELD (AND IN KATAKANA), INTRUSHIELD, INTRUSION PREVENTION THROUGH INNOVATION, MCAFEE, MCAFEE
(AND IN KATAKANA), MCAFEE AND DESIGN, MCAFEE.COM, MCAFEE VIRUSSCAN, NET TOOLS, NET TOOLS (AND IN
KATAKANA), NETSCAN, NETSHIELD, NUTS & BOLTS, OIL CHANGE, PRIMESUPPORT, SPAMKILLER, THREATSCAN, TOTAL
VIRUS DEFENSE, VIREX, VIRUS FORUM, VIRUSCAN, VIRUSSCAN, VIRUSSCAN (AND IN KATAKANA), WEBSCAN, WEBSHIELD,
WEBSHIELD (AND IN KATAKANA) are registered trademarks or trademarks of McAfee, Inc. and/or its affiliates in the US and/or other
countries. The color red in connection with security is distinctive of McAfee brand products. All other registered and unregistered
trademarks herein are the sole property of their respective owners.

McAfee Inc. © 2007 Hardware Support v1.4 User Guide
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Contents
Welcome to McAfee Hardware Support ...................................................................1
Getting Started............................................................................................................1
Hardware Support Options...........................................................................................2
The Grant Number .......................................................................................................3
Engaging Hardware Support ........................................................................................3
Updating Your Software ...............................................................................................3
Maximizing your Security..........................................................................................4
Product Upgrades ........................................................................................................4
Product Updates...........................................................................................................4
Global Solutions Lab ....................................................................................................8
Notifications................................................................................................................10
Hardware Support Descriptions .............................................................................11
Advanced Replacement RMA – Same Business Day Ship Hardware Support..........11
Advanced Replacement RMA – Five (5) Business Day Ship Hardware Support .......11
McAfee Onsite - Next Business Day Hardware Support ............................................11
McAfee Onsite - Same Business Day 7x24 Hardware Support..................................12
McAfee Onsite - Same Business Day 5x10 Hardware Support..................................12
Parts Only Service......................................................................................................12
Hardware Limited Warranty Document ......................................................................12
Updating Location of Hardware..................................................................................13
Support Tools ...........................................................................................................14
McAfee Virtual Technician..........................................................................................14
Searching the Knowledgebase...................................................................................15
Requesting Help.........................................................................................................16
Chat Support..............................................................................................................17
ServicePortal Service Request Submission ...............................................................19
Phone Support ...........................................................................................................21
Tracking Service Requests.........................................................................................21
Malware Identification.................................................................................................23
Escalation Requirements............................................................................................24
Response Charter.....................................................................................................24
Escalation and Response Charter..............................................................................25
Severity Definitions.....................................................................................................26
Optional Services .....................................................................................................27
McAfee Security Alerting Service (MSAS)..................................................................27
Platinum Support........................................................................................................28
Training and Consulting..............................................................................................28
Useful Information....................................................................................................29
End of Life Policy for Commercial Products ...............................................................29
Feedback....................................................................................................................31
Contact Information....................................................................................................33
Additional Resources .................................................................................................35

McAfee Inc. © 2007 Hardware Support v1.4 User Guide
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Welcome to McAfee Hardware Support
Hardware Support options are an essential part of making the most of your investment in
McAfee’s products. They provide you with the technical support necessary to ensure the
McAfee solution is installed and working properly, plus a variety of other services that are
valuable throughout the life of the product. If you are interested in training or consultation,
please contact your local sales representative for information on our Solutions Services.
You have purchased Hardware Support. This document gives you a good understanding of
the benefits to which you are entitled, and the mechanisms to enable you to use these
benefits.
If you have any questions, concerns or feedback about any aspect of the Hardware service
please feel free to contact McAfee Technical Support or your local sales representative.
Best regards,
The McAfee Hardware Support Management Team
Getting Started
New customers may wish to print this guide and forward it to colleagues who may require
support under their support contract.

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Hardware Support Options
Option Requirement Process
Onsite Repair - Same
Business Day 7x24
Urgent onsite problem
resolution: Parts, labor and
service provided onsite
upon diagnosis, typically
with same day response.
9Contact McAfee Technical Support for diagnosis.
9If diagnosis determines a hardware fault, a McAfee service technician arrives at your
location typically within four hours upon diagnosis.
9All parts, labor and service included.
Onsite Repair - Same
Business Day 5x10
Urgent onsite problem
resolution: Parts and labor
and service provided
onsite upon diagnosis,
typically with same
business day response.
9Contact McAfee Technical Support for diagnosis.
9If diagnosis determines a hardware fault, a service technician will be scheduled to arrive at
your location the same business day; if after 1 p.m. local time,
the service call may be scheduled for the next business day.
9Service availability is Monday through Friday during local business, excluding weekends
and local national public holidays.
9All parts, labor and service included.
Onsite Repair - Next
Business Day
Provides onsite problem
resolution: Parts and labor
provided onsite upon
diagnosis, typically with
next business day
response time.
9Contact McAfee Technical Support for diagnosis.
9If diagnosis determines a hardware fault, a service technician will be scheduled to arrive at
your location the next business day; if after 3 p.m. local time,
the service call will be scheduled within the next two business days.
9Service availability is Monday to Friday during local business hours before 3 p.m. local time,
excluding weekends and local national public holidays.
9All parts, labor and service included.
Parts-Only Service
(Where Onsite-Service
is Unavailable)
Parts-only coverage
(EMEA-only labor costs
included)
Customer provides for
Local Authorized Service
arrangements
Variable response time
given a number of factors
9Contact McAfee Technical Support for diagnosis.
9If diagnosis determines a hardware fault, we will advise you of local authorized service
providers who can assist you with service arrangements as needed for part replacement.
9If helpful, McAfee Technical Support will be happy to assist you in liaising with your local
support provider.
9Parts only costs are included.
(EMEA-only: labor costs also included.)
Advanced
Replacement RMA -
Same Business Day
Ship
For rapid repair or
replacement of hardware --
replacement units and
components are sent
airfreight overnight
9Contact McAfee Technical Support for diagnosis.
9If diagnosis determines a hardware fault, McAfee will ship a replacement unit or part for
customer installation the same day using airfreight overnight shipping. Diagnosis received
after 3 p.m. local Support Shipping Center times are considered as having been
received the following business day. Delivery restrictions apply.
9Removal of the failed product and replacement installation is your responsibility.
9Replacement packaging will include instructions to return the failed product using the same
carton that contains the replacement.
9McAfee pays all shipping.
Advanced
Replacement RMA –
Five (5) Business
Day Ship
For timely replacement of
hardware – Advanced
Replacement units and
components are sent
standard ground delivery
9Contact McAfee Technical Support for diagnosis.
9If diagnosis determines a hardware fault, McAfee will ship an advanced replacement unit
or part for customer installation within 5 days using standard ground freight shipping.
Calls received after 3 p.m. local Support Shipping Center times are considered as
having been received the following business day. Delivery restrictions apply.
9Removal of the failed product and replacement installation is your responsibility.
9Replacement packaging will include instructions to return the failed product using the
same carton that contains the replacement.
9McAfee pays all shipping.
IntruShield Spares
Service and
Purchase Options
Designed for organizations
whose high availability
needs exceed RMA Same
Business Day Ship service
option
9Call McAfee Technical Support for diagnosis.
9If the sensor is defective, immediately replace the sensor with the onsite Spare.
9The spare may not be used for production, testing, failover or load balancing.
9You will receive a RMA Same Day Shipping replacement Spare to replace the defective
sensor.
9The Spares Service must be renewed annually.
9The Spare assumes the Technical Support entitlements of the defective sensor.

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- All onsite services require a keyboard and monitor availability at point of service.
- Onsite Same Day and Onsite Same Business Day services are subject to country availability; distance restrictions may also apply.
Please confirm availability with your local McAfee or Partner Representative.
- Parts Only service offered only where Onsite service is unavailable and country restrictions may apply. Labor is included in EMEA only.
The Grant Number
Your McAfee Technical Support Grant Number is your proof of a valid support contract and
should be kept in a safe place. Loss of your grant number will significantly increase the time
it takes to submit a support call or access online content from the McAfee website.
If you have non-technical questions regarding your contract, these can be answered by
contacting Customer Service, or reviewing the Most Common Customer Issues located at the
following URL:
http://www.mcafee.com/us/enterprise/support/index.html
Engaging Hardware Support
1. Call or email McAfee Technical Support
2. Give us your Grant and Hardware Serial Numbers
3. McAfee Technical Support will guide you through a diagnosis
(We may ask to log on to your unit for a remote diagnosis.)
4. If we are unable to resolve the problem, we will schedule onsite service or ship a
replacement unit or component, depending on the Hardware Support option you
purchased
Updating Your Software
As part of the Technical Support contract, customers are entitled to the latest software
versions of your McAfee products. Those products should be upgraded as quickly as
possible to ensure that systems have the maximum level of protection. For anti-virus
products, it is also necessary to download the latest .DAT virus signature files. Information
about updating and upgrading your software can be found in the Product Upgrades and
Product Updates section of this document.
Please ensure that the number of nodes covered by the grant number correctly matches the
number of nodes on which you are deploying the software, as failing to do this could result in
a violation of your McAfee contract.

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Maximizing your Security
Due to the ever-evolving threat from attack and data loss, McAfee is constantly enhancing its
products to ensure that you receive the maximum protection. Staying up to date with the
latest products also minimizes the potential of seeing an issue that has already been
addressed in a later version. We understand that customers need to be very comfortable
with product enhancements and so we deliver tools such as the Global Solutions Lab to walk
through an installation / upgrade in a standalone environment before deploying in a live
network.
Product Upgrades
Technical Support customers may download the latest versions of the software they have
purchased, and for which Gold Support is active. This service is included with your support
contract and provides maximum security for systems by providing protection from the very
latest threats.
Entering a valid Grant number at the following site will display the software entitled to under
that contract, which can then be downloaded for installation. The following location can be
used to check for available software.
https://secure.nai.com/apps/downloads/my_products/login.asp
Deployment of product upgrades across multiple nodes can be carried out simply using the
ePolicy Orchestrator (ePO) or ProtectionPilot applications. Instructions on upgrading
software using these applications can be found in the knowledgebase. Video tutorials are
also available providing walkthroughs for configuring ePO. An example can be seen using
the link below.
http://knowledge.mcafee.com/solution/mcafee/tutorials/epo/epo_3.5_rev_vse8_checkin_w-audio.html
Product Updates
The McAfee®Anti-Virus and Vulnerability Emergency Response Team (Avert) is the top-
ranked anti-virus research center in the world, and employs researchers in 16 countries. The
primary responsibility of Avert is to support the computing public and McAfee customers. We
help users work securely by researching new threats and uncovering threats that may arise in
the future.
As part of McAfee’s commitment to minimizing the threat of attack to its customers, the Avert
labs produce daily updates covering the latest virus outbreaks. With widespread outbreaks,
emergency .DAT files created and posted to provide rapid protection from these threats.
Sign up for daily .DAT notifications at the following URL:
http://vil.nai.com/vil/signup_dat_notification.aspx

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Automatic Updates with ePO or Protection Pilot
For large network deployments ePolicy Orchestrator (ePO) or ProtectionPilot enable
distribution of applications and virus signatures to multiple nodes on the network. This
centralized application is simple to configure and provides an automated solution to updating
software.
The instruction for obtaining the latest virus signature (DAT) files and copying them to the
Master Repository can be found in the knowledgebase using the following link:
http://knowledge.mcafee.com/SupportSite/search.do?cmd=displayKC&docType=kc&externalId=NAI31632&sliceId=S
AL_Public&dialogID=1077249
Once the .DAT files have been downloaded to ePO the updates can then be deployed to the
end nodes, with the instructions provided in the following KnowledgeBase Article:
http://knowledge.mcafee.com/SupportSite/search.do?cmd=displayKC&docType=kc&externalId=NAI31705&sliceId=S
AL_Public&dialogID=1465160
Manual Updates
There are three types of updates for Virus definition files that can be found in the download
section of the ServicePortal:
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
engine, and is the quickest way to update your system from threats. The 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 Super DAT file using the /e switch. e.g. SuperDat.exe /e
Daily DAT File
This signature file only contains the latest virus information (with no engine) and is updated
on a daily basis.
Extra DAT File
If a virus outbreak is detected of a medium risk or higher (definitions of risk levels can be
found on the Avert website), then an extra DAT will be generated to rapidly protect customers
from the threat. This file will also just contain the DAT and no engine files.
http://www.mcafee.com/us/threat_center/outbreaks/virus_library/risk_assessment.html

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Patches and Maintenance Releases
Product patches and maintenance releases are available to users only once a user logs into
the McAfee ServicePortal.
https://mysupport.mcafee.com/eservice_enu/start.swe
Once a user logs in the ServicePortal, on the main page, click the link for “Download
Software Updates” to see the list of product patches and a link to the other Product Updates.

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Available patches are listed in alphabetical order, so it may be necessary to click on the right-
facing arrow to advance through the list of patches. Once a user has advanced through
several screens of the patches, it is possible to move backwards by clicking on the left-facing
arrow. Users can also query for the specific name of a patch that they may have been
instructed to download and apply to their environment.
If a user does not log into the ServicePortal, none of the available product patches are visible,
and users will be directed to the general Product Downloads area where they can access
general Product Updates and Product Upgrades.