McAfee offers a range of technical support offerings for our McAfee Partner program members, including resellers, distributors, service providers, and OEM/Embedded Technology partners. McAfee's Partner Support portfolio offers accreditation to qualified partners that meet certain criteria, enabling partners to provide technical support to their end customers with enhanced access to McAfee Technical Support resources. Additionally, we provides technical support assistance to reseller and distributor partners for internal labs and pre-sale product evaluations and demos.
Partner Support for Resellers and Distributors
McAfee aims to provide all of our partners with superior technical support and essential, easy-to-use technical resources. Our resources include information about our award-winning technical support offerings available to resell to customers, a range of self-serve support options, and instructions for logging support cases with McAfee Technical Support experts on behalf of customers.
McAfee (Authorized) Support Provider Specialization for Platinum Resellers
Qualified Platinum-level resellers may be eligible to provide authorized support to their end customers through the Support Provider Specialization. This accreditation program is targeted at resellers that have demonstrated support capabilities, including support systems, replication lab, and certified support engineers. The Support Provider Specialization designation enables qualified resellers to provide authorized first- and second-level technical support to end customers, with the assurance of a direct escalation path to third-level McAfee Technical Support Engineers, as well as advanced access to internal troubleshooting tools.
Partner Support for Service Providers
The McAfee Partner Technical Support offerings provide Service Providers that meet certain criteria with two support delivery options. Based on their support commitment, service providers can benefit from an enhanced escalation path to shorten issue resolution time for end-user customers. As a qualified partner, Service Providers deliver technical support to end users with the assurance of rapid access to advanced McAfee Technical Support resources.
Partner Support for OEM/Embedded Technology Partners
McAfee OEM/Embedded Partner Support delivers direct access to an advanced technical support team that understands the Intel Security technologies embedded in the solution, as well as the OEM partner’s business requirements. The McAfee Embedded Partner Support program provides the assurance of comprehensive technical support tailored to OEM and embedded solutions.
Gold Level Partner
Gold Level Partners gain access to an extended level of benefits to help ensure customer success, including, telephone-based management. Gold Level Partners enjoy 24/7/365 phone queue support from our award-winning Business Support team. Intel Security Business Support (formerly Gold Business Support) gives you rapid access to our experienced and highly skilled IT security support staff. Around-the-clock, live telephone support delivers emergency product and security assistance when you need it most.
This support includes all the benefits of the Silver Level Partner technical support plus:
- 24/7/365 telephone queue support from highly skilled, certified security Business Support staff.
- Business Support response charter.
- Product updates and upgrades.
- Product configuration videos.
|Number of years
|Next Business Day (NBD)
|Service time (days x hours)
||Parts & labor
Check Point Software Technologies 4GB, 4 GB
Replacement parts kit (1 HDD & 1 Power Supply) for 12600 appliance
Replacement parts kit (1 HDD & 1 Power Supply) for 12200 appliance
Replacement parts kit (1 HDD & 1 Power Supply) for 12400 appliance