New Customer Service Offerings Provide Solutions-Based Support with Single Touch Point for Global Enterprise Customers
SANTA CLARA, Calif., Jan. 22 / - McAfee, Inc. (NYSE:MFE) today 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," 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.
o McAfee Gold Select enables customers to increase the speed of
resolution on critical incidents through direct access to Product
o 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.
o 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:
o Avert® Labs Protection - Upgrades to solutions, daily malware
updates and analysis of suspect files
o Award Winning Support Portal - Automated diagnostic tools,
installation and configuration walkthroughs, pre-deployment test
environments and a comprehensive knowledgebase
o 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!"
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/.
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Source: McAfee, Inc.
CONTACT: Sal Viveros of McAfee, Inc., +1-408-346-3696, Sal_viveros@mcafee.com; or Ian Bain of Red Consultancy, +1-415-618-8806, email@example.com, for McAfee, Inc.
Web site: http://www.mcafee.com/