New Customer Service Offerings Provide Solutions-Based Support with Single
Touch Point for Global Enterprise Customers
SANTA CLARA, Calif., Jan. 22 /PRNewswire-FirstCall/ -- McAfee, Inc.
(NYSE: MFE) today announced enhancements to the McAfee(R) 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," said 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 deliver 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," said Tony Samms of 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."
Platinum Select Offers Intensive Global Support
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," said 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."
Customer Satisfaction and Out-of-the-Box Support
In a recent survey conducted by CIO Insights Magazine, McAfee ranked in
the top 10 for vendor support. The publication polled IT executives on how
well their major vendors delivered business value, reliability and quality.
McAfee was one of 38 major vendors evaluated.
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(R) 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
"The support I received from McAfee was awesome!" said Jean-Paul
Gonthier of Dyntek. "Not only did McAfee's specialists answer my support
questions, but they offered additional information that was extremely
helpful. They responded quickly to my issues, a service well received and
appreciated!"
Availability
All levels of McAfee support, including the new Platinum Select
offering, are available today. For more information, please visit
http://www.mcafee.com/us/enterprise/support/index.html.
About McAfee, Inc.
McAfee, Inc., the leading dedicated security technology company,
headquartered in Santa Clara, California, delivers proactive and proven
solutions and services that secure systems and networks around the world.
With its unmatched security expertise and commitment to innovation, McAfee
empowers home users, businesses, the public sector, and service providers
with the ability to block attacks, prevent disruptions, and continuously
track and improve their security. http://www.mcafee.com.
McAfee, Avert and any other noted McAfee related products contained
herein are registered trademarks or trademarks of McAfee, Inc., and/or its
affiliates in the US and/or other countries. McAfee Red in connection with
security is distinctive of McAfee brand products. Any other non-McAfee
related products, registered and/or unregistered trademarks contained
herein is only by reference and are the sole property of their respective
owners. (C) 2008 McAfee, Inc. All rights reserved.
SOURCE McAfee, Inc.
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Related links:
http://www.mcafee.com
CONTACT:
Sal Viveros of McAfee, Inc., +1-408-346-3696,
Sal_viveros@mcafee.com; or Ian Bain of Red Consultancy,
+1-415-618-8806, ian.bain@redconsultancy.com, for McAfee, Inc.
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