Skip to content

Programs and Policies

Customer Success Overview

At McAfee, we have a passion for security and that extends to our McAfee Customer Success and Customer Service. Regardless of the size of your business, McAfee  offers highly trained and certified security professionals who can provide the right information, tools, and programs. Our goal is to address potential issues quickly and efficiently to help you combat today’s threats so you can focus on the demands of your business.

New! Corporate Support Enhancements

Our programs are tailored to meet the needs of a Small Business through to the largest Fortune 500 companies.

  • McAfee Business Support – 24/7 Support by Phone and online Service Portal
  • McAfee Enterprise Support – Direct access to expert Technical Support Engineers and an assigned Support Account Manager

Our Customer Success Plans transform traditional technical support by providing a comprehensive roadmap combining solution and Foundstone services, education/training, and technical support with personalized management and tools. Plan your security strategy, maintain your solutions, manage your operational risk, and see a sustained value over time with a plan that enables you to successfully deploy, manage, and optimize McAfee products and solutions, turning your security into a business driver. All Customer Success Plans provide direct access to expert Technical Support Engineers for technical issue resolution.

  • McAfee Premier Success Plan includes integrated Professional Services committed to helping you maximize your security investments accross people, process and technology so that they deliver the desired value over time; on-demand eLearning courses and instructor-led training. Product based solution services options, delivered by consultants, including technical assessments, upgrade assessments, design reviews and optimization services. Solution Advisory options include custom workshops to address timely topics such as data privacy and cloud securty. The Premier Success Plan also includes the services of an assigned Customer Success Manager* (CSM) and an assigned Assigned Technical Contact (ATC), who complements strategic programs with breaking issues and threat trends, and streamlines escalation and situation management. (*A Resident Customer Success Manager option is available in th Premier Success Plan)

  • McAfee Enhanced Success Plan also includes integrated Professional Services, on-demand eLearning, and product-based solution services options including technical assessments, upgrade assessments and design reviews. The Enhanced Success Plan also includes the services of an assigned Customer Success Manager (CSM).

  • McAfee Essential Success Plan targeted for medium-size businesses, helps you succeed at being on top of your network security challenges. The plans provides a strategically packaged set of services designed to help you optimize solutions, manage risks, and sustain value. The Essential Success Plan includes the services of a Support Account Manager (SAM) who serves as the point of contact for escalation management of technical issues.

Product Upgrades

McAfee engineers are continuously working to improve the technologies used to detect malware and simplify management. These product upgrades are automatically available to customers through their support contract, maximizing their protection and improving productivity

Speeding resolution

Where your security policies allow, McAfee Technical Support Engineers can use remote desktop-sharing or control technologies. With the help of these technologies, our technicians can see an issue first hand to speed up resolution, and users can be walked through the remediation process.

Quality Initiatives

McAfee implements a full 360-degree review process for our support interactions. When your case is closed, an automated survey is sent out, and your response is reviewed by the McAfee Customer Experience Management team. They review the case using recorded phone calls, chat sessions, and videos of our technicians’ desktop. They will follow up directly with you, the technician, and McAfee Customer Success Management if further discussion or escalation is required.