McAfee GOLD - SUPPORT Manual do Utilizador descarregar pdf (Página 28)

Page 25

Escalation and Response Charter

Depending on the severity level, the McAfee response charter sets out clear guidelines as to

how frequently a customer should be contacted by our technicians on the status of a Service

Request.

The charter also provides the maximum duration a Service Request can be open before it is

automatically escalated to the next tier. The times stated below are based on McAfee handle

times and do not include the time a technician is waiting for a response from a customer.

The McAfee response charter also provides an increase in the severity level if a case has

been open for an excessive length of time to ensure maximum effort is applied to solving

outstanding issues.

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McAfee GOLD - SUPPORT Manual do Utilizador Página 28