McAfee AVDCDE-BA-CA User Guide - Page 299
Table B-1. Corporate PrimeSupport Plans at a Glance, Feature, Knowledge, Center, Connect, Priority
View all McAfee AVDCDE-BA-CA manuals
Add to My Manuals
Save this manual to your list of manuals |
Page 299 highlights
Network Associates Support Services Table B-1. Corporate PrimeSupport Plans at a Glance Plan Feature Technical support via website Software updates Technical support via telephone Priority call handling After-hours support Assigned support engineer Proactive support Designated contacts Response charter Knowledge Center Yes Connect Yes Priority Yes Enterprise Yes Yes Yes Yes Yes - Monday-Friday Monday-Friday, after Monday-Friday, after hours emergency hours emergency access access North America: 8 a.m.-8 p.m. CT North America: 8 a.m.-8 p.m. CT North America: 8 a.m.-8 p.m. CT Europe, Middle East, Africa: 9am-6pm local time Europe, Middle East, Africa: 9am-6pm local time Europe, Middle East, Africa: 9am-6pm local time Asia-Pacific: Asia-Pacific: Asia-Pacific: 8 a.m.-6 p.m. AEST 8 a.m.-6 p.m. AEST 8 am-6 p.m. AEST Latin America: 9 a.m.-5 p.m. CT Latin America: 9 a.m.-5 p.m. CT Latin America: 9 a.m.-5 p.m. CT - - Yes Yes - - Yes Yes - - - Yes - - - Yes - - - At least 5 E-mail within one business day Calls answered in 3 minutes, response in one business day Within 1 hour for urgent issues after business hours After hours pager: 30 minutes Voicemail: 1 hour E-mail: 4 hours The PrimeSupport options described in the rest of this chapter are available only in North America. To find out more about PrimeSupport, Training and Consultancy options available outside North America, contact your regional sales office. Contact information appears near the front of this guide. User's Guide 299