Thank you for posting your question to the forum. At this time we do not offer same-day hardware support on the new S-Model hardware in EMEA. In EMEA we currently offer Next-Business Day On-site as well as Advanced RMA (where we ship you a new appliance, then you ship the defective unit back). With the transition to our new appliance line we have a new service provider and are working through additional service offerings that we can sell in the future. Thank you for your feedback, I will pass it along to our hardware team as a valuable data point for offerings we should consider in the future. I understand that it is frustrating. If you would like to set up a call to have a personal conversation with the McAfee team, please feel free to reach out to me or your sales rep and we can set something up.
Thank you dgold for your reply.
As you rightly say this is very frustrating.
I think that only offering NBD on McAfee new hardware is a serious miscalculation of what the market demands especially as it has always been an option in the past.
All other major firewall vendors offer 24*7*4 hardware support.
I believe it would have been better to stay with the hardware vendor where 24*7*4 hardware support was available.
NBD could leave an organistaion without an appliance for 4+ days over a holiday period.
As I stated I have been a customer of the firewall product for 10+ years.