McAfee enhances support portfolio

McAfee 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 customer 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,” said Barry McPherson,

Senior VP-Worldwide Support and Services, 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.