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support options

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hello community,

I am new and i am looking for some answers regarding  support policy and options for SIEM support

1) Does opening technical SR to support is additionally charged  ?, is there any limit of cases which can be opened?

2) Is there any pre-requisite to open technical SR or knowing grand number is enough?

3)In case of problem with the hardware or initial installation is it possible to request for onsite mcafee field engineer visit ?

thank You in advance for support

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McAfeeSIEM_Eric McAfee Employee
McAfee Employee
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Re: support options

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Shilton82Report,

These question depend on your support contract. I would talk with your sales representative who can explain your support contract. However, I can answer something in a general sense. 

1) It is the part of almost all support contracts and almost all support contracts allow unlimited cases to be open.

2) When you open a support contract a person is designated as a lead POC and they add other users who can call into the support line and open cases. Some contracts have a limited number of people who can call certain lines. Again please speak with your sales contact.

3) This again depends on your support contract. There is also professional services options which are separate from the support contract that you can purchase for onsite assistance.

  

Thank You,
Eric

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McAfeeSIEM_Eric McAfee Employee
McAfee Employee
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Message 2 of 2

Re: support options

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Shilton82Report,

These question depend on your support contract. I would talk with your sales representative who can explain your support contract. However, I can answer something in a general sense. 

1) It is the part of almost all support contracts and almost all support contracts allow unlimited cases to be open.

2) When you open a support contract a person is designated as a lead POC and they add other users who can call into the support line and open cases. Some contracts have a limited number of people who can call certain lines. Again please speak with your sales contact.

3) This again depends on your support contract. There is also professional services options which are separate from the support contract that you can purchase for onsite assistance.

  

Thank You,
Eric

View solution in original post

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