McAfee Service Provider Technical Support

Transcription

1 Enabling service providers to provide world-class technical support. The McAfee Partner Technical Support program provides two support delivery options to fit your business model. If you re a service provider who meets certain criteria based on your support commitment, you can benefit from an enhanced escalation path to shorten issue resolution time for enduser customers. As a qualified partner, you provide technical support toyour end users with the assurance of rapid access to advanced McAfee Technical Support resources. McAfee s Base and Advanced Partner Technical Support offerings allow you to match the level of investment you wish to make in your support operation to help you meet your end customer support commitments. Each offering includes unlimited access to product updates and upgrades as well as the assurance of 24/7 support. Comprehensive training and efficient processes help you attain the appropriate level of expertise and enable to you to offer the highest quality post-sales support to complement your other service and support capabilities. Benefits Through McAfee s two partner technical support offerings, you select the level of access that s right for your business. This may include enhanced access to Tier II Technical Support engineers, or direct access to Product Specialist Engineers and Support Account Managers (SAMs). These enhanced escalation paths lead to faster resolution time for support cases and stronger relationships with your customers. McAfee Base Partner Support As a Base Partner, you provide first-level support to your end customers, and benefit through rapid escalation to second-level technical support. McAfee Base Partner Support provides the following features: Anytime access with 24/7/365 phone support. More rapid response through enhanced access to Tier II McAfee Support Engineers. ServicePortal and KnowledgeBase access. Use of automated diagnostic and repair tools. Access to the Support Notification Service (SNS). Special access to McAfee Technical Support training courses. Key Features Mix of proactive and reactive technical support. 24/7 access to certified support engineers. World-class, award-winning support tools. Available Premium Support access to bypass Tier I and II. Complement your internal support and engineering capabilities. 1

2 Features Base Advanced 24/7/365 phone support with enhanced escalation to McAfee Tier II Support Engineers 24/7/365 phone support with direct access to McAfee Product Specialist Engineers Assigned Intel Security Partner Support Account Manager (SAM) Product upgrades and updates Access to ServicePortal and KnowledgeBase Access to Enterprise ServicePortal and KnowledgeBase Automated diagnostic and repair tools Support Notification Service Product configuration videos Periodic business reviews Remote desktop control Enhanced escalation strategy Pre-release access to products Regular account reviews Priority McAfee Labs access 2

3 Requirements Base Advanced Tier I phone support and troubleshooting Tier II phone support and troubleshooting Technical support training and certification Improper escalations not to exceed 20% Minimum number of certified engineers 3 5 PDefined process to escalate calls to McAfee Case tracking (CRM) system Problem replication lab Maximum authorized callers to contact McAfee Technical Support 5 10 Manage RMA/warranty issues Pre-assessment and ongoing assessments 3

4 McAfee Advanced Partner Support The Advanced Partner Support program provides qualified partners direct access to third-level Support Product Specialist Engineers. Key additional features of the Advanced Partner Support program include: Direct access to McAfee Product Specialists. Assigned Partner Support Account Manager. Use of the Enterprise ServicePortal. Priority access to McAfee Labs. Pre-release access to products. McAfee Support Key Features ServicePortal Our comprehensive, searchable collection of support tools provides full access to all McAfee support solutions, 24 hours per day. The ServicePortal offers multiple ways to resolve technical issues at Enterprise ServicePortal Advanced Support partners may access the Enterprise ServicePortal which provides all the benefits of the ServicePortal plus routes service requests (SRs) directly to McAfee Product Specialists. KnowledgeBase The award-winning KnowledgeBase is a cornerstone of our webfocused support strategy and is a key technical resource for partners and customers. It contains more than 18,000 articles that are regularly reviewed and updated by a dedicated team of writers and editors to reflect new information and product updates. Support Notification Service (SNS) This proactive communications offering allows all partners and corporate customer contacts to opt-in and receive important information to maximize the functionality and protection capabilities of their McAfee products. SNS sends timely information about product updates, patches, end-of-life (EOL) products, or high-priority issues to the right corporate contacts via with no limitation to the number of contacts per account. Subscribers can choose to receive information by productcategory or by individual product (a selected list of top products). 24/7 Call Support and Remote Assistance Partners receive 24/7/365 access to McAfee certified technicians via , chat, or phone. Our engineers have the ability to diagnose and repair customer issues remotely by accessing their systems (with your permission) using our remote management tools after you have performed the required support steps. 4

5 Enterprise Support Team Advanced Partner Support engineers have access to McAfee Support Product Specialist Engineers to escalate technical support issues after they perform all required Tier I and Tier II support activities. Using the Support Product Specialists quickly aligns you with the proper resource for your product issue on a case-by-case basis. Their expertise and security knowledge ensures that your complex issues are resolved quickly. Product Specialists are available 24/7 for severity 1 and 2 issues and during business hours for other issues. Assigned Partner Support Account Manager (SAM) The Partner SAM works closely with the Advanced Partner Support authorized engineers to ensure that issues are resolved efficiently and quickly and provide coordinated account management, proactive advice, and direct intercession on their behalf. Video Tutorials Partners can view video tutorials on some of the top technical issues related to McAfee products. Created by expert knowledge analysts, our tutorials are true visual demonstrations of the steps required to resolve complex issues. All necessary mouse clicks and keystrokes are highlighted, and a narrator explains each step for better understanding and faster problem resolution. Automated Diagnostic and Repair Tools McAfee auto-diagnostic tools resolve nearly 50% of common issues. These tools also collect system details and installation data for further assistance by support engineers Mission College Boulevard Santa Clara, CA McAfee and the McAfee logo are trademarks or registered trademarks of McAfee, LLC or its subsidiaries in the US and other countries. Other marks and brands may be claimed as the property of others. Copyright 2017 McAfee, LLC. AUGUST