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Contact and support information
84
Product Name
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.<
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.<
Table B-1. Corporate PrimeSupport Plans at a Glance
Plan
Feature
Feature
Knowledge
Center
Center
Connect
Priority
Enterprise
Technical
support via
website
support via
website
Yes
Yes
Yes
Yes
Software
updates
updates
Yes
Yes
Yes
Yes
Technical
support via
telephone
support via
telephone
—
Monday–Friday
North America:
8 a.m.–8 p.m. CT
8 a.m.–8 p.m. CT
Europe, Middle East,
Africa:
9am-6pm local time
Africa:
9am-6pm local time
Asia-Pacific:
8 a.m.-6 p.m. AEST
8 a.m.-6 p.m. AEST
Latin America:
9 a.m.-5 p.m. CT
9 a.m.-5 p.m. CT
Monday–Friday, after
hours emergency
access
hours emergency
access
North America:
8 a.m.–8 p.m. CT
8 a.m.–8 p.m. CT
Europe, Middle East,
Africa:
9am-6pm local time
Africa:
9am-6pm local time
Asia-Pacific:
8 a.m.-6 p.m. AEST
8 a.m.-6 p.m. AEST
Latin America:
9 a.m.-5 p.m. CT
9 a.m.-5 p.m. CT
Monday–Friday, after
hours emergency
access
hours emergency
access
North America:
8 a.m.–8 p.m. CT
8 a.m.–8 p.m. CT
Europe, Middle East,
Africa:
9am-6pm local time
Africa:
9am-6pm local time
Asia-Pacific:
8 am-6 p.m. AEST
8 am-6 p.m. AEST
Latin America:
9 a.m.-5 p.m. CT
9 a.m.-5 p.m. CT
Priority call
handling
handling
—
—
Yes
Yes
After-hours
support
support
—
—
Yes
Yes
Assigned
support
engineer
support
engineer
—
—
—
Yes
Proactive
support
support
—
—
—
Yes
Designated
contacts
contacts
—
—
—
At least 5
Response
charter
charter
E-mail within
one business
day
one business
day
Calls answered in 3
minutes, response in
one business day
minutes, response in
one business day
Within 1 hour for
urgent issues after
business hours
urgent issues after
business hours
After hours pager: 30
minutes
minutes
Voicemail: 1 hour
E-mail: 4 hours