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ChrisQ
Reliable Contributor
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Message 1 of 4

5 hours, no response...this is the service we're paying for!

I need to submit a false-positive, on a file that's bigger than the allowed limit within a service request.

I created a service request, and asked for an alternative upload method, 5 hours ago and have had no response.

Come on McAfee, we pay for this support and it's usually pretty good, is this the new Symphony Technology Group 'McAfee Enterprise' way?

3 Replies
Tares1
McAfee Employee
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Message 2 of 4

Re: 5 hours, no response...this is the service we're paying for!

Hello @ChrisQ 

Could you please share the service request number so we can follow-up?

If the service request is raised through McAfee labs it goes into automation and not to a technical support agent.

For false positive it is recommended to raise it through support as per the following article:

How to submit potential false positives from the product or through Global Threat Intelligence to Mc...

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Tiago A
ChrisQ
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Message 3 of 4

Re: 5 hours, no response...this is the service we're paying for!

It was raised through support

4-22174892051

Thanks.

Tares1
McAfee Employee
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Message 4 of 4

Re: 5 hours, no response...this is the service we're paying for!

Thank you for the SR number.

I can see it's been assigned and will follow up for you.

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If you find this post useful, Please give it a Kudos! Also, Please don't forget to select "Accept as a solution" if this reply resolves your query!

Thanks and regards,
Tiago A
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