McAfee has announced enhancements to the McAfee Platinum Support portfolio to meet changing needs of enterprise customers, including a new global support option. McAfee has created “Platinum Select,” an additional tier in its support program that covers all of a customer’s products globally and provides a single account manager and direct access to assigned technical Product Specialists.
Based on extensive customer input, McAfee now offers four levels of expanding technical support – McAfee Gold, the standard support offering; McAfee Gold Select, with direct access to Product Specialists; McAfee Platinum, delivering account management services as well as access to the Product Specialists; and McAfee Platinum Select, designed for global enterprises requiring additional dedicated resources for highly focused security support.
“Traditionally, support programs have involved separate agreements for each product, resulting in multiple support managers and increased burdens on customers, particularly for large global companies,” says Barry McPherson, senior vice-president: Worldwide Support and Services at McAfee. “Our new offerings give our customers a comprehensive suite of support solutions that address the needs of global organizations for dedicated security support.”
McAfee interviewed more than 2 000 customers worldwide, to better understand customer support needs. While many technology companies offer “one size fits all” support to their customers, McAfee offers customers the ability to upgrade to McAfee Gold Select, McAfee Platinum, or McAfee Platinum Select support options while retaining the benefits of the previous levels.
* McAfee Gold Select enables customers to increase the speed of resolution on critical incidents through direct access to Product Specialists.
* McAfee Platinum adds dedicated Support Account Managers as well as access to Product Specialists to delivered personalized management, and detailed business reviews to maximize support coverage.
* McAfee Platinum Select provides global account management across all threat and risk/compliance offerings the client maintains. In addition to global and regional Support Account Managers, Platinum Select provides fully dedicated Product Specialists to further enhance proactive and personalized round-the-clock technical support.
“Access to Product Specialists gave our organization immediate benefits,” says Tony Samms, Norfolk Southern. “McAfee provided quick and effective resolution to complex issues enabling us to focus on our business. The level of detailed knowledge displayed by the Product Specialist was very impressive. This whole experience was like flying first class instead of coach.”
The latest offering, McAfee Platinum Select, features several differentiators, including the McAfee Global Solutions Lab, a deployment assistance program, the McAfee Virtual Technician, and an award-winning ServicePortal. The enhanced McAfee programs provide customers with expanded levels of protection, productivity, confidence, and trust.
“We now offer holistic support for all our products, aligning with our security risk management strategy,” says McPherson. “Platinum Select provides coverage at the specialist level. Customers can work with a single touch point to resolve issues quickly, and work as part of a cohesive team to ensure that support needs are met across the board.”
In a recent survey conducted by CIO Insights Magazine, McAfee ranked in the top 10 for vendor support, tied with other major technology vendors. The publication polled IT executives on how well their major vendors delivered business value, reliability, and quality. McAfee was one of 38 major vendors that were evaluated on eight different factors relating to value, reliability, and loyalty.
McAfee has a long tradition of providing value to its customers and was one of the first companies to offer premium support to all enterprise customers. No other vendor provides the number of support features that are offered with all McAfee solutions. McAfee Gold Technical Support includes the following:
* Avert Labs Protection – Upgrades to solutions, daily malware updates and analysis of suspect files
* Award Winning Support Portal – Automated diagnostic tools, installation and configuration walkthroughs, pre-deployment test environments, and a comprehensive knowledgebase
* Support any time of the day or night – Global toll-free phone support in 13 Languages, chat and Web submissions, remote desktop sharing for rapid issue resolution, deployment assistance and automatic survey on case closure to track satisfaction.